Blair Stephen - Service Designer

Understand the Brief

Before jumping into design, I take time to understand the service, the constraints around it, and where assumptions are already shaping the solution. That often means slowing things down just enough to ask better questions - about the policy, the system, and the people navigating both. In one transformation programme, I led the service design effort by introducing research and testing practices that helped shift focus away from solution mode. That early investment made it easier to spot mismatches between user needs and the regulatory content being designed - and helped the team reframe what the service actually needed to do.

Understand the Brief

Before jumping into design, I take time to understand the service, the constraints around it, and where assumptions are already shaping the solution. That often means slowing things down just enough to ask better questions - about the policy, the system, and the people navigating both. In one transformation programme, I led the service design effort by introducing research and testing practices that helped shift focus away from solution mode. That early investment made it easier to spot mismatches between user needs and the regulatory content being designed - and helped the team reframe what the service actually needed to do.

Understand the Brief

Before jumping into design, I take time to understand the service, the constraints around it, and where assumptions are already shaping the solution. That often means slowing things down just enough to ask better questions - about the policy, the system, and the people navigating both. In one transformation programme, I led the service design effort by introducing research and testing practices that helped shift focus away from solution mode. That early investment made it easier to spot mismatches between user needs and the regulatory content being designed - and helped the team reframe what the service actually needed to do.

Co-Design and Reframe

The best ideas rarely come from a single brain. I use co-design to get the best out of the room - not just to collect input, but to challenge thinking and shift perspective. That means creating safe, energised spaces where policy experts, service staff, and users can explore the problem together. When we do it well, reframing becomes a shared act - not something done in isolation by the designer. Co-design has helped break down silos between internal teams and surfaced the gap between internal assumptions and what front-line workers actually needed. That shift in thinking set the foundation for new service models and more relevant content.

A man with long hair is working on a computer.

Co-Design and Reframe

The best ideas rarely come from a single brain. I use co-design to get the best out of the room - not just to collect input, but to challenge thinking and shift perspective. That means creating safe, energised spaces where policy experts, service staff, and users can explore the problem together. When we do it well, reframing becomes a shared act - not something done in isolation by the designer. Co-design has helped break down silos between internal teams and surfaced the gap between internal assumptions and what front-line workers actually needed. That shift in thinking set the foundation for new service models and more relevant content.

Co-Design and Reframe

Web design is the art and science of creating visually appealing and functional websites that provide seamless user experiences. By blending aesthetics, usability, and cutting-edge technology, web design shapes how individuals interact with digital spaces. It encompasses layout design, typography, color schemes, and responsive frameworks, ensuring websites look and perform flawlessly across devices. Whether for businesses, personal portfolios, or e-commerce platforms

Test and Refine

Testing helps bridge the gap between how something is meant to work and how it’s actually experienced. When approached with curiosity, usability testing becomes a powerful tool for revealing what’s unclear, what’s assumed, and what could work better. It’s not just about catching mistakes — it’s about protecting the integrity of the service and avoiding missteps. In one project, we were reassured that an out-of-the-box photo editor tool was ready to go. But usability testing told a different story — users were confused, key functions didn’t behave as expected, and the experience failed to meet basic accessibility needs. Raising those findings led to a pulled release and a complete redesign — ultimately avoiding what would have been a high-visibility failure.

Abstract illustration of a network of connected icons

Test and Refine

Testing helps bridge the gap between how something is meant to work and how it’s actually experienced. When approached with curiosity, usability testing becomes a powerful tool for revealing what’s unclear, what’s assumed, and what could work better. It’s not just about catching mistakes — it’s about protecting the integrity of the service and avoiding missteps. In one project, we were reassured that an out-of-the-box photo editor tool was ready to go. But usability testing told a different story — users were confused, key functions didn’t behave as expected, and the experience failed to meet basic accessibility needs. Raising those findings led to a pulled release and a complete redesign — ultimately avoiding what would have been a high-visibility failure.

Test and Refine

Testing helps bridge the gap between how something is meant to work and how it’s actually experienced. When approached with curiosity, usability testing becomes a powerful tool for revealing what’s unclear, what’s assumed, and what could work better. It’s not just about catching mistakes — it’s about protecting the integrity of the service and avoiding missteps. In one project, we were reassured that an out-of-the-box photo editor tool was ready to go. But usability testing told a different story — users were confused, key functions didn’t behave as expected, and the experience failed to meet basic accessibility needs. Raising those findings led to a pulled release and a complete redesign — ultimately avoiding what would have been a high-visibility failure.

Deliver and Embed

Even the best design can fall flat if it isn’t grounded in context. Embedding good ideas means working closely with delivery teams to ensure services are practical, not just promising. That often involves navigating policy, operations, and technology, and finding shared language to connect them. I’ve supported implementation by translating design decisions into clear requirements, surfacing user pain points at key checkpoints, and helping teams make confident trade-offs. It’s in these moments — where design meets delivery — that service thinking proves its real value.

Deliver and Embed

Even the best design can fall flat if it isn’t grounded in context. Embedding good ideas means working closely with delivery teams to ensure services are practical, not just promising. That often involves navigating policy, operations, and technology, and finding shared language to connect them. I’ve supported implementation by translating design decisions into clear requirements, surfacing user pain points at key checkpoints, and helping teams make confident trade-offs. It’s in these moments — where design meets delivery — that service thinking proves its real value.

Deliver and Embed

Even the best design can fall flat if it isn’t grounded in context. Embedding good ideas means working closely with delivery teams to ensure services are practical, not just promising. That often involves navigating policy, operations, and technology, and finding shared language to connect them. I’ve supported implementation by translating design decisions into clear requirements, surfacing user pain points at key checkpoints, and helping teams make confident trade-offs. It’s in these moments — where design meets delivery — that service thinking proves its real value.