Service Designer

Role summary

We’re looking for a curious and empathetic Service Designer who thrives when collaborating with others to design effective, user-centred services.

You’ll work within a multi-disciplinary team, understanding user needs and organisational requirements to make evidence-based decisions when designing and improving end-to-end services.

About Difrent

Our culture is founded on passion, creativity and honesty. As a business we are energetic and encourage people to be who they really are.

We’re passionate about diversity and inclusion and would actively encourage applications from disabled and diverse applicants.

We’re a remote-first organisation, and offer a flexible work pattern, helping you to balance your job with your other priorities such as childcare or your health/wellbeing to help you maintain your work/life balance.

We have an ambitious growth plan at Difrent, which is part of the Panoply group, giving employees the opportunity to deliver impactful and meaningful change for our Health and Social Care, Government and Private Sector clients.

Essential Skills & Experience

• • Leading on the design approach for projects, understanding strategic priorities and identifying knowledge gaps.
  • Selecting the most appropriate methods and considering constraints around time, budget and recruitment
  • Working within a fast-paced, agile delivery environment, as part of a multidisciplinary team working with researchers, UX designers, business analysts and product managers (among other roles)
  • Awareness of qualitative and quantitative research methods, supporting User Researchers to uncover insights and user needs
  • Understanding and documenting ‘as is’ service journeys. Identifying pain points, inefficiencies and opportunities for improvement across whole services
  • Facilitating effective co-design workshops to determine future service vision, journeys, processes and interactions
  • Aligning multidisciplinary teams to ensure a holistic, joined-up service is created for users Translating user needs and organisational requirements into effective ‘to be’ service design. Working within project constraints, challenging where appropriate
  • Ability to create low fidelity prototypes to communicate ideas and concepts, e.g. sketches or wireframes
  • Providing and implementing recommendations for iterations or improvements based on regular user research, analytics, behavioural data and testing feedback
  • Creating high quality service design deliverables such as personas, journey maps and service blueprints
  • Passion for and experience of designing inclusive services that are accessible to everyone, including users with low digital skills or disabilities
  • Excellent communication skills, sharing design ideas and rationale/evidence, and bringing the future service vision to life using storytelling and visualisation techniques, building engagement
  • Confident in managing the expectations of multiple stakeholders of varying seniority levels, and using your influencing skills to achieve the best outcomes for users and the business
  • A solid understanding of the Government Service Standard and how it applies to your role
  • Ability to identify measures of success, tracking the effectiveness of service changes
  • Comfortable working remotely, and willing to travel to client sites when needed

Desirable Skills & Experience

• • Experience of working on complex government services, delivering to the Government or NHS Service Standards (ideally including representing Design at Government service assessments)
  • Experience of working in and navigating multi-stakeholder environments
  • Experience of working as the sole UX Designer on a multidisciplinary team, owning the entire end-to-end design process
  • Experience of working in a holistic service design environment, designing solutions/interfaces for both external users and internal staff
  • Experience or skills in other areas of user-centred design, such as User Research, UX Design or Content Design, in order to support the wider team where needed
  • Ability to create higher fidelity / HTML prototypes where appropriate to communicate ideas
  • Experience of mentoring and upskilling other people in user-centred design methods and ways of working