Caroline Watson

Background

About Caroline Watson

I have just joined RNID as a Mid-level Service Designer. Looking forward to co-designing innovative services for a very worthy customer base whilst working with an incredibly skilled and welcoming team. Previously worked in Falkirk Council's Innovation and Digital Team co-designing innovative council-wide processes and services. Using the Scottish Approach to Service Design, and a digital-first approach, I have: • Carried out user research in various forms, including interviews, profiling, observations, and journey mapping. • Mapped out current and future organisational processes to identify potential improvements. • Designed and facilitated co-design meetings and workshops with services and customers • Co-designed digital / automation (RPA) and non-digital solutions for Services, collaborating with users, staff, senior managers, and developers. • Negotiated with multi-level stakeholders to enable and promote improvements. • Provided comprehensive documentation and analysis in various formats to suit different audiences throughout the lifespan of the project. Some of the Service Design projects I have run, include: • Registration Services (Births, deaths, and marriage registrations) • Housing repairs • Free school meals / clothing grants • Universal credit • Antisocial behaviour reporting • Trade waste permits • Household waste permits • Early Learning Centre applications • Blue badge applications Encouraging services to change ways of working comes with challenges, but I find a strong sense of humour & a bag of donuts really helps! I am also a self-employed pet portrait artist on top of the day job and kept busy with commissions! As a pet portrait artist I have an entrepreneurial streak and have built a website, maintain social media accounts and provide excellent customer service to my clients. This artistic, creative experience is also transferrable in my day job as I often use creative, visual techniques to convey ideas.