dug Not sure what happened to the “The Scottish Approach to Service Design” but the new Disclosure Scotland service is a complete multi-touchpoint car-crash showing zero evidence of any service design. Please fix this asap @scotgov!
BTW am happy to go through my journey flagging #fail points if helpful…
Also, this is not to diss the lovely teams in the call centre who are doing what they can to pick up the pieces with grace and determination (and who are in a situation they didn’t ask for…)