Service Designer

Description:

Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities. However, the following must be delivered (iteratively) over the course of the project:

• Integration of human-centred design methods into program review and digital transformation projects.

• Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.

• Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.

• Based on user and GoA needs, goals, priorities, and opportunities, a plan for and delivery of:

• user and behavioral field research;

• co-design workshops;

• prototype design and testing;

• concept testing

• journey map and service blueprint development;

• process mapping;

• service prototyping;

• user story mapping and creation

• usability testing;

• service performance measurement, analysis, and reporting; and

• strategy and roadmap documents or diagrams.

• A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.

• A plan for the integration of specific design and development work into the overall service experience and measurement of results.

• Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.

• A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.

QUALIFICATIONS:

Must Have

Work Experience

Experience with service design research and outputs.

Experience working within a cross-functional product team in an Agile environment

Nice to Have

Work Experience

Experience planning, conducting, and analyzing findings from, creating representations of and reporting on qualitative field research.

Experience planning, conducting, and analyzing findings from, creating representations of, and reporting on co-design workshops with service users.

Experience planning, observing, analyzing, and reporting on usability testing of production or prototype systems.

Experience working as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping.

Experience working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation.

Working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and/or digital transformation projects such as the GoA.