Disclosure (Scotland) Bill: partial BRIA

7. Test run of business forms

For any new or revised forms resulting from the changes proposed, Disclosure Scotland have been carrying out user testing on the current forms. To date they have carried out a significant amount of research, this has included a range of users, such as:

• individuals with and without experience of using Disclosure Scotland’s services
• individuals with convictions
• care experienced people
• people with disabilities, including blind participants, deaf participants, people with low cognitive skills, dyslexia, dyspraxia
• organisations – including various roles e.g. HR, admin staff, countersignatories.
• charities
• voluntary organisations.

To ensure a deep understanding of users’ needs a variety of methods have been used, including: one-to-one interviews, focus groups, sense-making workshops, usability testing, accessibility testing and contextual visits in people’s homes and workplaces.

As a result of the research the team have elicited over 200 user needs and created a customer experience map. The map evidences the steps a user may go through when using Disclosure Scotland’s services. In addition to understanding current pain points the user research team have also gathered a list of opportunities for improvement from users.

This user research will continue once the Bill has been finalised, working with businesses and individuals who will have to use any new forms and services.