Ross McIntosh

Ross McIntosh

Service Designer in Glasgow, He/Him

About

A talented creative helping design organisational effectiveness through individual self-awareness at Insights, and distinction awarded MRes/MDes/BDes(Hons) graduate from The Glasgow School of Art - I am a product and service designer with a reputation for creating innovative solutions to complex and challenging problems that improve user experience and stakeholder satisfaction. I drive a highly creative and generative approach to design which unlocks insights, unravels opportunities and delivers delightful outcomes. Passionate about the transformative impact of design thinking at strategic and systems level, I have research interests in speculative interactions and relationships towards technology that inspire preferable futures.

Please feel free to browse my online portfolio for examples of my practice: rmcintosh.myportfolio.com/

Work Experience

2021 — Now
Service Designer at Insights

Insights is a people development organisation that partners with some of the world’s leading companies to drive success by enhancing the effectiveness of their people. As a Service Designer at Insights, I play a pivotal role in enhancing customer experiences by deeply understanding user needs, crafting seamless end-to-end journeys, and ensuring service delivery aligns with strategic goals and operational efficiency. Through my Service Design practice, I’ve led and contributed to a range of innovation projects that explore new opportunities at Insights, including:

  • Led e-commerce research for the R&D team, providing key recommendations that supported the strategic development of a new e-commerce webshop. Since implementation, this has improved customer experience alongside substantial cost savings for the business.

  • Design lead within the Future Experiences (FX) Innovation team at Insights, driving incubator projects to explore our IP within adjacent market domains, such as Workplace/Personal/Financial Wellbeing, API Innovation, Professional Sports and Team Development.

  • Self-initiated and managed a project partnership between Insights and GSA Innovation School, mentoring 20 postgraduate students to deliver 5 adjacent market domain explorations within 3 months – won companywide Insights Legend Award for going the extra mile.

2020 — 2023
Technology Enabled Care (TEC) Panellist, YSHive & VisionMaker Volunteer at Young Scot

After my MRes degree, I joined Young Scot’s TEC panel, a group of young people exploring ways in which digital technology can support health & well-being in collaboration with the Scottish Government. Successfully launched #TECScot report at the DigiFest2020 conference. Since its launch last year, #YSHive empowers young people to be system changers. As a Hive Volunteer, I have had the opportunity to help shape the YSHive volunteering service and designing Young Scot’s #VisionMakers 2022-2025 strategy.

2018 — 2023
Youth Forum & Public Partnership Forum (PPF) Member at NHS 24

A Saltire ‘Summit’ Award winning member of NHS 24’s Youth Forum, which seeks to engage and listen to a diverse range of young people across Scotland in order to help the design and development of NHS 24 service, I have been able to represent a youth perspective through various opportunities to help shape NHS 24 services; including their ‘Art of the Possible’ engagement workshops, Public Partnership Forums (PPF) and Service Transformation Programme (STP) Board meetings with NHS 24 directors and senior management.

2019 — 2019
User Research Volunteer at NHS 24

From participating in their Youth Forum, I was asked to join NHS 24’s User Research team as an extension of my MRes studies on a one day a week basis to consolidate my service design skills into practice. In this volunteer role, I had lots of exposure to current and future projects at NHS 24 as they adopt the Scottish Government’s ‘Scottish Approach to Service Design’ (SAtSD) as well as representing NHS 24 at external functions such as; the NHS Scotland event, UX Scotland and the International Design in Government conference.

2018 — 2019
Service Transformation Programme (STP) Board Member at NHS 24

Invited to join NHS 24’s STP Board by the Director of Service Development representing the Youth Forum. As a STP Board Member, I liaised with NHS 24 directors and senior management to help shape service transformation and strategic development within the organisation. Notably, my representation helped contribute towards Mental Health transformation, like creation of the 111 Mental Health Hub and Breathing Space web chat feature; alongside other ‘tests of change’ at NHS 24.

2017 — 2018
Innovation School Postgraduate Lead Representative at The Glasgow School of Art

Elected the first ever postgraduate ‘Lead Rep’ for the new GSA Innovation School with my role representing 70 students across 7 different taught and research programmes between both Glasgow and Forres campuses to ensure the student voice is heard through Board of Studies, Staff Student Consultative Committees and School Forum engagement. As Lead Rep, I played an integral role in managing the Innovation School’s ‘Possibilities’ exhibition for the annual GSA Graduate Degree Show.

2016 — 2016
Macallan Expansion Project Assistant at Edrington

During my Saltire Programmes internship, I assisted the project manager in the delivery of a visitor experience featured as part of a £140million distillery investment that later launched in 2018. I was responsible for uploading brand archive material to a digital asset library that resulted in a global marketing tool kit. During my placement, I also assisted in the development of the project’s retail strategy.

2016 — 2016
CareHackathon Facilitator at Snook

Following a six week GSA 'Open Source-Design' live collaborative project working with NHS Ayrshire and Arran, I was one of six Product Design students invited by Snook to participate in a 48 hour 'Hackathon' event which took a creative, person-centred approach to re-imagining unscheduled care by focusing on real stakeholder experiences to develop proposals for innovative solutions that deliver the right care, in the right place, by the right people, at the right time, for people in Scotland. This first NHS sponsored Hackathon in the UK brought together over 150 participants and as a facilitator I helped a group of healthcare professionals and citizens to develop new ideas and deliver concepts to avoid unnecessary A+E admissions.

Education

2019 — 2020
Master of Research (MRes) with Digital Health & Care Institute (DHI) studentship at The Glasgow School of Art

Awarded an ‘Unconditional Pass’ in my January 2020 Viva examination for my practice-based research project ‘SELF-MANAGEMENT BEYOND THE SELF’ which explored how participatory design can help discover the barriers and facilitators of self-management practice for type 1 diabetes. From conducting interactive interviews and a participatory workshop, user-centred design principles were established to develop preferable relationships towards digital self-management practice. Alongside this non-taught postgraduate research (PGR) degree with DHI fee-waiver studentship, I volunteered for DHI and NHS 24 in various roles during my full-time studies.

2017 — 2018
Master of Design (MDes) in ‘Design Innovation & Service Design’ at The Glasgow School of Art

Awarded ‘Distinction’ for my MDes Thesis project ‘PREFERABLE PROSTHETICS’ which featured an empowering service design proposal for amputees to explore the personal and social dimensions of their prosthetics. I also won SIE’s Gold ‘Scottish Innovative Student Award’ for my MDes Thesis proposal and contribution towards the NHS 24 live project, where our groups ‘CONNECTED COMMUNITY’ initiative established an innovate IoT pre-emptive care strategy for NHS Scotland’s future. Alongside this postgraduate taught (PGT) degree, I was elected the first ever postgraduate ‘Lead Rep’ for the Innovation School with my role representing 70 students across 7 different postgraduate programmes.

2013 — 2017
Bachelor of Design (with Honours) [BDes (Hons)] in ‘Product Design’ at The Glasgow School of Art

Awarded ‘Distinction’ for my BDes Dissertation ‘BEYOND THE HUMAN’ which explored transhuman subjectivity towards a posthuman future. My award-winning final year Self-Initiated project ‘SPECTRUM’ revealed an empathetic and inclusive perspective to autistic awareness towards the neurotypical population. Undertaken many live experience projects throughout this degree working in partnership with third, private and public sectors; notably with AAC Clyde Space, NHS Ayrshire & Arran, and Louis Vuitton Moët Hennessy (LVMH). Alongside this undergraduate degree, I was a proud scholar of both the Robertson Trust’s Scholarship and Entrepreneurial Scotland’s Saltire Programmes.

Certifications

2024

Passed with 95% overall grade this industry standard UX qualification, demonstrating the full UX design process from research and synthesis to interaction design to Figma prototyping.

Speaking

2021

I was invited back as a Young Scot volunteer to launch DigiFest2021 between 1st-2nd December 2021 by helping interview Mr Humza Yousaf, the Cabinet Secretary for Health and Social Care and Cllr Stuart Currie, COSLA Spokesperson for Health and Social Care, in conversation talking about digitally enabled solutions in the context of health, care, communities, and our NetZero ambitions.

2021

The ALLIANCE is the national third sector intermediary for a range of health and social care organisations, I was invited to help launch the ALLIANCE’s Self Management Week 2021 between 27th September - 1st October as part of the ‘New Research into Self-Management’ panel discussion between myself and Dr Lisa Kidd. I have also presented at other events such as 'Designing for all, with all' and 'Discover Digital'.

2020

Chosen to exhibit at Scotland’s largest annual health and care event 'DigiFest' between 1st – 11th December 2020, I presented my Master of Research project on Day 2 of the DigiFest2020 conference and was a speaker for Young Scot's Technology Enabled Care (TEC) session on Day 6 launching the #TECScot report

Writing

2020

McIntosh, Ross (2020) Self-Management Beyond The Self: Participatory design practice towards preferable diabetes self-management principles. MRes thesis, The Glasgow School of Art.

2017

McIntosh, Ross (2017) Beyond the human: subjectivity at the transition of our posthuman future. BDes dissertation, The Glasgow School of Art

Exhibitions

2020

Featured in GSA’s first digital ‘Postgraduate Showcase’ Graduate Degree Show launched on 19th August 2020, where I will be exhibited my Master of Research project for a year: 2020.gsapostgradshowcase.net/2020/07/14/ros…

2018

Featured in the Innovation School's 'Possibilities' exhibition for the annual GSA Graduate Degree Show between 1st-9th September 2018 at the Garment Factory in Glasgow, where I exhibited my personal MDes Thesis project 'PREFERABLE PROSTHETICS' alongside 62 other Design Innovation postgraduates as well as collaborative project outputs from the Master's programme, such as our live project with NHS 24 'Alternative Now' and parallel project 'Soft Power'.

2018

Chosen to exhibit as part of Scotland’s Leading Creative Industries Festival 'XpoNorth' from 27th-28th June 2018 in Inverness for our groups NHS 24 'Alternative Now' live project proposal - NHS ‘Connected Community’ which utilised condition specific IoT health monitoring devices through new clinical interface roles to establish health centred patient communities towards an innovate pre-emptive care strategy for the Scottish Government’s '2020 Vision'.

2017

Featured in the Product Design department's 'Framework' exhibition for the annual GSA Degree Show between 8th-17th June 2017 at the School of Design's Reid Building in Glasgow and 22nd-25th June 2017 at Candid Arts Trust in London, where I exhibited my BDes Self-Initiated Project 'SPECTRUM' alongside my live AAC Clyde Space thematic project outcome 'SPACESPACE' and the Prospectus: School of 2025 collaborative project proposition 'OPUS Institute of Everyday Living'.

2016
GSA ‘Prospectus: School of 2025’ Exhibitor at Reid Building, Glasgow

Prospectus 2025 was a speculative group project in which we were to create a design proposal for a school of the near future. The school was to respond to social, economic, cultural, political, environmental and technological trends and we were to explore touch points, class structure, teaching methods, learning environment and the schools sense of identity. The outcome for this project was to be presented in the form of an Open Day to exhibit the school through experience prototypes in the Reid Building’s Product Design Studio on 8th December 2016.

2015
GSA 'Home of the Future' Exhibitor at Barras Art and Design Centre, Glasgow

For the finale of the GSA Product Design Year 3 'Brand X' project, we set up an 'Home of the Future’ expo at the Barras Art and Design Centre between 31st October to 1st November 2015 in which we exhibited our groups new lifestyle brand proposition for the future of work at home - ‘HYO’ with my contribution of the ‘Scribe’ analogue desk alongside the ‘Activate’ stool, ‘Flow’ bag and ‘Notify’ clock.

Volunteering

2017 — 2018
GSA Postgraduate 'Lead Representative' at The Glasgow School of Art

Elected the first ever postgraduate ‘Lead Rep’ for the new GSA Innovation School with my role representing 70 students across 7 different taught and research programmes between both Glasgow and Forres campuses to ensure the student voice is heard through Board of Studies, Staff Student Consultative Committees and School Forum engagement. As Lead Rep, I played an integral role in managing the Innovation School's 'Possibilities' exhibition for the annual GSA Graduate Degree Show.

2017 — 2018
Volunteer Representative at The National Autistic Society

From volunteering with the National Autistic Society, I have been allowed various opportunities to represent the autistic community following on from my BDes Self-Initiated project - 'SPECTRUM'. Working with NAS, I have been; a regular public representative for the Glasgow Film Theatre’s 'Access Film Club', featured on an episode of BBC’s Points of View, promoted a case study for their 'News and Views' magazine, participated in industry events and charity engagements to help make Glasgow more ‘Autism-Friendly’ as well as helped promote the National Autistic Society's highly successful 'Too Much Information' campaign.

2017 — 2017
Cyclehack Facilitator at Snook

Following Snook sponsoring our 2017 Product Design Degree Show 'Framework', I volunteered as a GSA student facilitator for their annual CycleHack event, which is a global movement that empowers people to design, prototype and test new ideas towards the barriers that stop or discourage people from cycling in order to make biking easier, more commonplace and accepted in places. My role as a facilitator during the 2017 event in Glasgow included helping CycleHacker delegates within 48 hours to devise and design new cycling innovations from the ground up and test ideas out in the street by re-designing Glasgow to be more 'bikeable'.

2015 — 2015
Charity Placement at Charles Rennie Mackintosh Society

Through the Robertson Trust's 'Journey to Success' programme, I helped to 'give back' to my Maryhill community by undertaking a voluntary placement with the Charles Rennie Mackintosh Society. During my placement at Mackintosh's Queens Cross Church; I performed as a tour guide, front of house bar manager during live concerts and assisting in the redesign of the societies website and venue advertisement. Following on from my placement, I have continued to help and support the non-profit making charity through continued volunteering at public events as well as raising £923 for the CRM Society through Community Matters grant funding.

2013 — 2015
GSA Undergraduate 'Class Representative' at The Glasgow School of Art

Selected as a class representative during the first and second year of my undergraduate degree between 2013-2015. My duties as a class representative included participating in Staff Student Consultative Committees (SSCC) meetings each term to ensure the student voice was heard as well as organisational and leadership responsibilities for my class of 30 Product Design students.

Awards

2024
Insights 'Legend' Award winner

Won companywide award for self-initiated project partnership between Insights and GSA Innovation School, mentoring 20 postgraduate students to deliver 5 adjacent market domain explorations within 3 months.

2021
DigiFest2021 Conference Speaker

After successfully presenting at the industry conference in 2020, I was invited back to launch DigiFest between 1st-2nd December 2021 by interviewing the Cabinet Secretary on the refreshed Digital Health and Care Strategy.

2021
Social Shifter's 'Global Innovation Challenge' Finalist from Social Shifters

Out of over 1000 shortlisted candidates, I was chosen as one of 50 finalists for the Social Shifter’s ‘Global Innovation Challenge’ 2021 with my SPECTRUM project that embraced positive perspectives that “we are all on the spectrum” to reveal a more preferable future for those diagnosed with Autistic Spectrum Disorder. My finalist pitch was featured in the 'Global' category of the competition among seven other top competitors across the Americas, Europe & Central Asia.

2021
Young Scot Awards 'Volunteering' Nominee from Young Scot

Nominated for the Sunday Mail Young Scot Awards 2021 in the Volunteering category by NHS 24 for demonstrating an outstanding contribution to volunteering and exceeding expectations through my roles as a Youth Forum & Public Partnership Forum (PPF) member, as well as a Service Transformation Programme (STP) Board member and User Research volunteer. I received a #YSAwards certificate of recognition to celebrate my volunteering achievements.

2021
Saltire 'Summit' Award from NHS 24

Successfully nominated for the Summit Award by NHS 24 for demonstrating an outstanding contribution to volunteering and exceeding expectations through my roles as a Youth Forum & Public Partnership Forum (PPF) member, as well as a Service Transformation Programme (STP) Board member and User Research volunteer. The Summit Award is peer assessed by a panel of Saltire Ambassadors who decide who merits it for effort, commitment, leadership and impact.

2019
Digital Health & Care Institute Studentship from The Glasgow School of Art

Sole recipient of a Digital Health and Care Institute (DHI) fee-waiver studentship for my practice-based Master of Research project realised in January 2020: 'SELF-MANAGEMENT BEYOND THE SELF' which explored how participatory design can help discover the barriers and facilitators of self-management practice for type 1 diabetes, towards user-centred design principles to develop preferable relationships for digital long term condition devices and systems.

2018
SIE Scottish Innovative Student Award - Gold Recipient from Scottish Institute for Enterprise

In its inaugural year, the SISA programme saw over 1000 students participating across the three levels of the programme - I was selected as one of 5 winners of the prestigious Gold award for demonstrating a "highly innovative mindset" during the programme and intent to continue to innovate through further studies. From being chosen for this award, I will be provided with ongoing, relevant support from SIE and participating Scottish Innovation Centres - DHI, The Data Lab & CENSIS. I was presented my award at a Parliamentary Reception at Holyrood on 23rd October 2018: sie.ac.uk/parliament-hos…

2018
SIE Fresh Ideas Competition - Highly Commended from Scottish Institute for Enterprise

Received a highly commended award for SIE’s Fresh Idea Competition in November 2018 for my SPECTRUM startup submission of an app to bridge the divide between the autistic community and neurotypical population by inspiring inclusive mindsets that 'WeAreAllOnTheSPECTRUM'. Completed the Exploration Day in February 2019 which focused on communicating our ideas and pitching skills.

2016
Robertson Trust Self-Development Award from The Robertson Trust

Chosen for this highly competitive award from the Roberson Trust where I was awarded funds of up to £4000 to undertake a project that would fulfill my academic potential and make a real difference to a community. This award was merged with my BDes Self-Initiated project 'SPECTRUM' in 2017 which aimed to establish an empathetic approach to Autism through encouraging positive conversations between the autistic community and neurotypical population effectively.

2016
CMI Level 5 Award in Professional Consulting from Chartered Management Institute

As part of my Saltire Programmes Internship, this extra-curricular CMI Level 5 Award in Professional Consulting within Challenges Worldwide’s ‘Institute of Consulting’ demonstrates my professional understanding of consulting capabilities within (Unit 5030) ’Planning and managing consultancy interventions’ during my role as Macallan Expansion Project Assistant at Edrington.

2016
Saltire Programmes 'Brand Ambassador' from Entrepreneurial Scotland

Selected to represent the Saltire Programmes initiative at my university between 2016/17. I also have designed the Saltire Foundation/Programmes Internship promotional flyers & posters since 2016. Notably, I exclusively designed the promotional material for the internship programme’s 10th anniversary in 2017 which seen over 1200 students across every university in Scotland apply.

2016
Saltire Programmes 'Scholar' from Entrepreneurial Scotland

Proud to be the first ever designer at The Glasgow School of Art to successfully become a Saltire Programmes Scholar after undertaking an 8-week internship with Edrington’s Macallan Expansion project where I worked under the Project Manager towards the Visitor Experience delivery of the new £140million Macallan distillery investment.

2013
Robertson Trust 'Scholar' from The Robertson Trust

Proud recipient of The Robertson Trust’s Scholarship bursary in recognition of academic potential. As a Robertson Scholar, I undertook Outward Bound residential courses, a voluntary Community Placement, as well as their 'Journey to Success’ self-awareness training and mentoring programme throughout my 4-year undergraduate degree to maximise my potential at university.

Contact

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