Service Designer

Design the end-to-end journey of a service. This helps a user complete their goal and government deliver a policy intent. Their work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of government.

Job Description :

· Lead qualitative and quantitative user research and service design initiatives that inform critical decisions for current and future products sentiment and lifecycle

· As a User Researcher, key responsibilities include planning, designing, and conducting user research, usability and heuristic evaluations, reporting out actionable recommendations.

· Conduct user interviews, and contextual inquiries to identify user needs and gather user feedback. Complete detailed user and task analyses based on the research conducted.

· Collaborate closely with designers, technology teams, and product managers and deliver persuasive and compelling findings to executive stakeholders.

· In-depth knowledge and experience of various methods such as qualitative in-depth interview, stakeholder interviews, diary studies, quantitative surveys, contextual inquiries and usability testing etc.

· Is able to evangelize User Centered Design best practices and build strong collaborations across teams.

· Support the design and implementation of services, strategies, and policies to ensure business requirements and user needs are being met.

· Advocate for inclusive, collaborative, user centred service design practices and embed them into service design and delivery.

· Advise on which service design tools and methods to use.

· Work with user researchers to understand and meet the needs of users across a variety of channels.

· Champion design for users for whom assisted digital and / or accessibility technologies are required to access a service.

· Facilitate co-design with design teams, citizen services users, and other stakeholders.

· Prototype and validate proposed design solutions using a variety of prototyping tools.

· Identify and understand constraints, communicate these and work within them (including challenging the validity of constraints where appropriate whilst ensuring standards are being met).

· Make and guide on design decisions and communicate how decisions have been reached.

Required Technical and Professional Expertise :

· 10-12 years of experience in the field of User Research and Experience with deep understanding of User Centered Design (UCD), strong analytical abilities and empathy for users

· Deep Experience Research

· Conduct High-End Usability Workshops eliciting service design frameworks

· Evangelize User Centered Design Best Practices

· Effective Collaboration with Internal and External teams

· Experience in a digital service design setting, designing and delivering a wide range of service design activities including: support team members to understand the value of design, negotiating design briefs and service developments, leading service design activates, and delivering service outcomes based on user, staff and organisational needs.

· Ability to choose and apply appropriate user-centered design methods (from data gathering, idea &concept generation, and prototyping) for different design life cycle phases and situations.

· Ability to communicate design approaches and insights effectively in such a way as to stimulate conversation and collaboration.

· Knowledge of other user centered design practices and experience of collaborating with them for service delivery.