Historic Environment Scotland


Historic Environment Scotland (HES) is the lead public body caring for and promoting Scotland’s historic environment. We worked with HES to develop and implement a service design led approach to developing the HES Corporate Plan for 2019-2022.


HES Corporate Plan 2019-22


April 2018 – present


Open Change, has worked with HES on introducing service design methods into shaping their next corporate plan.

We facilitated training for 60+ HES staff on service design tools and methods, including observation, open user interviews, vox pops and others. Numerous sessions have been run that engaged a variety of participants from the HES Board, staff, and the public. The aim was for HES to engage further with communities and seldom heard voices in order to reach wider audiences and to make their services more accessible.

“The draft of the next Corporate Plan will be well informed by the views of our staff, stakeholders and the public thanks to this service design approach.”

Alison Turnbull, HES Director of Development and Partnership

Further information

HES’s blog on embracing service design.

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