The vision for the Scottish Approach to Service Design is that the people of Scotland are supported and empowered to actively participate in the definition, design and delivery of their public services (from policy making to live service improvement).

Examples of service design in health and social care

Service design provides a different approach to the planning, design and delivery of services.  We frame our work on the Scottish Approach to Service Design which outlines a vision for the design of public sector services.

The People-Led Care team host a Community of Practice for Person-Centred Design and Improvement.  Please visit the page for more information on sessions and how to join the MS Teams channel.

For more information and perspectives on service design please see:

  • Service Design – and why everyone’s talking about it (Futurescot)
  • The role of service design in healthcare (uxdesign)
  • The importance of evidence-based design (Design Council)


The full 7 Principles of the Scottish Approach to Service Design provide a foundation for applying the service design framework:

  1. We explore and define the problem before we design the solution.
  2. We design service journeys around people and not around how the public sector is organised.
  3. We seek citizen participation in our projects from day one.
  4. We use inclusive and accessible research and design methods so citizens can participate fully and meaningfully.
  5. We use the core set of tools and methods of the Scottish Approach to Service Design.
  6. We share and reuse user research insights, service patterns, and components wherever possible.
  7. We contribute to continually building the Scottish Approach to Service Design methods, tools, and community.