How we do interaction design at Scrumconnect

Interaction design (IxD) is a key aspect of our work. We use design to create tangible solutions that help our clients envision how users can achieve their goals in an accessible and efficient manner. We are proud to be working on some of the most complex challenges across the UK public sector.

Our designers act as creative problem solvers who focus on identifying the right problem and solving it effectively. Problems are often harder to identify than to solve, so we approach assumptions and feedback carefully.

To ensure users get the best possible experience, we consider every detail that impacts interaction, while also understanding how it fits into the wider service and organisational context. We believe interaction design is critical to user experience because it defines how people engage with an interface and enables intuitive use.

Experience is critical, for it determines how fondly people remember their interactions. Don Norman, The Design of Everyday Things

Our approach to design

We approach design challenges from a human-centred perspective. We use prototyping and user testing to iterate concepts, focusing on human behaviours, inclusivity, and accessibility throughout the design process.

We follow these steps:

Empathise – Conduct research to develop a deep understanding of the domain and its users.

Analyse and define – Synthesize research findings to identify opportunities and areas of friction, clearly defining the problem.

Ideate – Explore service experiences and generate a range of ideas.

Prototype – Create tangible representations of ideas to test and validate them.

Test and learn – Return to users for feedback and iterate to improve the design.

By following this process, we ensure that solutions are user-centred and meet both user needs and business objectives.

We strive to design products and services that are inclusive, accessible, and deliver positive outcomes for end users.

Design is a fluid activity that requires adapting to internal and external change. No matter what artefact we produce, iteration is crucial; we rarely create a “final” deliverable on the first attempt.

We understand that stakeholders require different types of deliverables. Internal managers may need a different level of visualisation and rationale compared to developers. Our interaction designers tailor artefacts to their audience, communicating UX value, demonstrating progress, and presenting actionable solutions.

Interaction designers work alongside specialists in user research, service design, and content design, supported by strong leadership and communities of practice. We operate in multidisciplinary teams where technology, delivery, and data play equal roles in achieving better outcomes.

Interaction design connects these disciplines by translating user needs into practical design solutions, building prototypes using real data, and bridging the gap between experimentation and live products to ensure successful delivery and intended impact.

Ensuring robust, user-needs-driven product development

We replace assumptions with evidence to ensure both user needs and business demands are met. Our agile, iterative design process involves stakeholders at every stage, focusing on cost-effective outcomes and demonstrating value early and often.

Lean, agile, iterative, and user-centred principles underpin everything we do.

What we are working on

We are currently delivering a variety of projects involving user research, content design, and interaction design that are making a measurable impact. Examples include:

Designing user experiences for shared channel services accessed through DWP by more than 40 million UK citizens

Improving agent-facing systems and services at DWP

Creating semi-automation of claims processing in DWP’s Pension Credit service

Designing a new inbound call service for Pension Credit

Supporting digitisation of the criminal justice system at the Ministry of Justice

Enabling HM Passport Office to upload and extract data from government organisations