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Scottish Information
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The challenge |
This is Milk was engaged by the Scottish Information Commissioner (SIC) to conduct a discovery project assessing the need for a website redesign. The project aimed to ensure the digital platform aligned with user needs, accessibility standards, and best practices in service delivery.
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The
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Our approach followed an agile, user-centred design framework, incorporating:
Stakeholder & User Research: Conducted interviews and workshops with key stakeholders and user groups to understand challenges and priorities. Behavioural Personas & User Journeys: Developed data-driven personas based on research insights and mapped key user interactions. Accessibility & Compliance Review: Assessed the website against Digital Scotland Service Standards and public sector accessibility requirements. Technical & Functional Gap Analysis: Evaluated existing website capabilities, identifying gaps and opportunities for improvement. |
The
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The research provided a strong evidence base for decision-making, leading to:
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The
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By aligning our approach with SIC’s digital transformation goals, we provided actionable insights that shaped the future development of their online services, ensuring better accessibility, usability, and engagement for all users.
We also co-created user journeys with the Scottish Information Commissioner’s staff for the General Public and mapped out key user journeys aligning to the personas, to identify the opportunities to create better experiences for the future website. |
Words from
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"The assets you developed for us – from the report and roadmap through to personas etc have been really helpful and have been much appreciated as they get to grips with our needs." |