Customer Portal Account

An enabler for other services

Summary of the research done from 2017 up to 2020

MyAccount 2017

A lot of work had been done at the time. There had been contacts with HMRC, also looking at myINI (similar portal for Invest Northern Ireland). A pilot with 16 companies had been done and feedback from these customers and the research leading to this pilot had been reviewed and added to the MyAccount 2019 project.

Amiqus Dec 2018

Some research had been done more specifically around ID&V at the time - insights were also added to the MyAccount 2019 project.

MyAccount May -July 2019 Discovery

The project scope this time was to look at a potential account space for SE and their partners to use: Business Gateway, Highlands and Islands Enterprise and Skills Development Scotland and South of Scotland Enterprise.

Ecosystem at the time

We had research what we could potentially reuse:

Output:

Summary of research in the ecosystem - PDF

User Research

We spoke to 31 companies who had recently applied for funding or receive some support from us in the past 2 years.

We also interviewed our internal staff

Output:

Research about Open Banking and other account spaces

A lot of desk research had been done. We had looked at:

Online portal examples

Identity Verification services (ID&V)

Additional Research

Last updated: 30 Nov 2023