Work

I lead teams and organisations to make human-centred decisions.

I am currently a lead content designer and information architect at the Scottish Government.

I have also worked as a principal user experience consultant, with deep exposure to user research, user experience strategy, and service design projects across a wide variety of sectors. Prior to that, I have managed digital teams and websites.

My degree is in economics and politics, and I have a particular interest in behavioural science. I enjoy incorporating this knowledge into my work to make services more human-centred.

CV

Scottish Government (2024–present)

Lead Content Designer — information architecture (2024–present)

I am helping shape the Scottish Government’s approach to structured content, content modelling and information architecture.

My focus is on the strategic development of content operations of the public sector in Scotland.

I also support a team of content designers to develop and maintain various content products using the right formats. This team develops operational guidance for the public sector, and information about service access and rights for the people and businesses of Scotland.

User Vision (2022–2024)

Principal User Experience Consultant (2022–2024)

I led the User Experience team of this user experience and accessibility consultancy. My work helped organisations understand who their users are, what needs they have, and how to deliver the best experience, through the application of user research, user experience strategy, and service design techniques.

I devised and tested research-based information architectures and prototypes. I also helped organisations understand the value of human-centred approaches, and how to bake them into their standard ways of working, aligning stakeholders through highly collaborative workshops and training events.

My work benefited a wide range of organisations across the public and private sectors, including healthcare, financial services, higher education, travel, and more.

The University of Edinburgh (2017–2022)

User Experience Manager (2019–2022)

I led the User Experience and Digital Consultancy service. My team provided user research, content design, behavioural science, consultancy, training and facilitated collaboration expertise. We enhanced the delivery of human-centred services for a wide variety of projects supporting academic research, learning, teaching and web technologies.

I also led on user experience, information architecture and content within interdisciplinary scrum product teams delivering a web publishing platform and a design system.

My mixed-methods programme of qualitative and quantitative user experience initiatives around the needs of staff and students working with course materials digitally is credited with having “paved the way for a seamless move” to hybrid teaching at the start of the coronavirus pandemic.

Editorial Development Officer / User Researcher (2017–2019)

I supported departments throughout the university to undertake user experience initiatives and develop digital strategies.

I also provided specialist website editorial, site build and support expertise to ensure the delivery of a user-focused, sustainable and legally compliant online presence for the university.

SRUC — Scotland’s Rural College (2015–2017)

Web Manager (2015–2017)

I managed the external-facing digital presence of SRUC — Scotland’s Rural College. I led on content management, information architecture and user experience.

In addition to running the main SRUC website, I developed and managed associated websites in collaboration with partner organisations including the Scottish Government.

I supported and trained the community of web editors. I also line managed the digital communications officer, with oversight of social media channels.

University of St Andrews (2009–2015)

Digital Communications Officer (2013–2015)

I formed and led the digital communications team, owning the external-facing digital presence of the University of St Andrews.

I led a project to completely overhaul the webpages aimed at prospective students. This involved the implementation of a new user-centred, responsive web design and new content management processes that were gradually rolled out to the entire external-facing website, and informed the first versions of the digital standards manual and design system.

Further duties included developing content strategies and guidelines, information architecture, programming the content management system and training content editors.

Web Editor (2009–2013)

I was responsible for creating and editing web content that was visually appealing, well written, up-to-date, accurate and engaging. I ensured that webpages conformed to corporate branding, accessibility guidelines, web standards and usability best practice.

I also supported and trained users of the content management system, providing second line support for the university website.

Willie Rennie MP, and Dunfermline and West Fife Liberal Democrats (2009–2010)

Campaigns Intern (2009–2010)

I was responsible for writing and designing campaign literature and updating the website, among a wide range of campaigning duties in the run-up to the 2010 UK general election. This involved regularly liaising with constituents, an MP, an MSP and councillors.

Woolworths (2006–2009)

Sales Assistant (2006–2009)

I worked for Woolworths while I was a student. I remained there until it closed down. It was a surreal and challenging experience to work for a national institution that was going out of business in the middle of a hectic Christmas shopping period, while my colleagues and I were on the brink of losing our jobs.

As the company went into administration, the store became busy and attracted a different, more demanding sort of customer. The experience taught me a lot about people and how to handle stressful situations.

Read my inside story on the closure of Woolworths.

Duncan Stephen

Digital consultant and researcher (2005–2010)

I researched, designed, managed, developed, maintained and written content for a variety of digital products and publications. I worked with a variety of clients: education, small businesses, third sector, politics and government.

Blogger and writer (2002–present)

As a blogger, I regularly reached thousands of readers every month (peaking at a regular of 18,000), and made several appearances in the media. I ran a number of popular blogs, including a weekly compilation of the best of Scottish blogging, which was featured on BBC Radio 5 Live.

I have also written articles about user experience, motorsport and politics for other high-profile websites, including:

• UX Collective
• Bootcamp
• Writeful
• RaceFans

Education

Service Design Academy — Dundee and Angus College (2019)

PDA in Service Design (2019)

This hands-on course enabled me to further develop and formalise my service design and user research skills. It involved attending three intensive two-day bootcamps where we worked on live client briefs.

Activities included interviewing people on their doorsteps about their experiences of social housing, and prototyping a physical space to help improve collaboration between different college departments.

Throughout the course I applied the skills I was developing directly to my workplace projects at the University of Edinburgh, demonstrating my practical ability to design, plan and deliver service design projects.

The Professional Development Award is accredited by the Scottish Qualifications Authority.

The University of Edinburgh (2004–2008)

MA (Hons) Economics and Politics — 2:1 (2004–2008)

Economics and politics may not seem to have much relevance to my career at first glance. But studying social science made me a better designer.

Economics is really about how humans behave and how they are motivated. This knowledge has helped me understand how users tick, informing my design decisions and the way I approach my work.

My dissertation was about the paradox of voting, the phenomenon whereby rational choice theory struggles to explain why people vote.

Certifications

UXQB Certified Professional for Usability and User Experience — Essentials in UX and HCD Management (CPUX-M)

iSQI (2023)

Credential ID — 71142952

UXQB Certified Professional for Usability and User Experience — Foundation (CPUX-F)

iSQI (2022)

Credential ID — 59041991

Agile Project Management Registered Practitioner

APMG International (2014)

Credential ID — 02921884-01-KBH4

ITIL v3 Foundation

APMG International (2010)

Credential ID — 02331141-01-8ZE4

Digital Preservation Training Programme

University of London Computer Centre / Digital Preservation Coalition (2010)