Service Designer

The Service Designer is responsible for driving the design of innovative experiences that meet the business’s objectives and goals. The Service Designer brings a deep understanding of design thinking with core strengths and experience in user research, interaction design, and information architecture. The Service Designer is a key member of the team and works closely with NSW Government partner agencies and various stakeholders to design and deliver new products and services for the people of NSW.

• Facilitate behavioral in-context and empathy-driven research and participatory design/user testing sessions; manage client involvement in research.
• Identify opportunities to create business value and improve the user experience for our customers (based on user research, heuristics, and best practice); develop visually compelling frameworks to communicate opportunities to senior clients.
• Drive preparation and facilitation of large client workshops to communicate key themes from stakeholder interviews and inception workshops; work with the team to achieve alignment on key success factors.
• Collaborate with multiple teams to define key aspects of proposed user experience, it’s evolution across a multi-channel digital ecosystem, and how it reconciles business and user needs.
• Develop sitemaps, process/screen flows, and wireframes; present deliverables to senior clients.
• Develop user journey maps derived from personas/behavioral segments; ensure that scenarios respond to key user needs and highlight business opportunities.
• Collaborate with Agile delivery teams to ensure the best product outcomes for users. Guide developers and testers throughout delivery.