Service Designer

About the job

• Research & Usability Testing
• Conduct both primary and secondary design research
• Determine appropriate research methods/approach based on the underlying design challenge
• Prepare research data and synthesise the data, in collaboration with CX colleagues and others, to surface observations, themes and insights
• Translate goals into research questions and develop research plans
• Produce qualitative exploratory research including HCI literature reviews and market research
• Design and execute usability tests, heuristic evaluations, user interview, surveys and ethnographies
• Create Personas and inform Customer Journeys, Scenarios, and Red Routes
• Conduct empathetic studies to better understand behaviour
• Conduct environmental analyses to get a 360° degree view of clients
• Consult and collaborate with various product development teams
• Help the business understand the relevant social, cultural, political and economic factors that determine the relevant products and experiences that will land the best
• Understand customers on an individual basis, but also understand customers on a macro level within their environments
• Simplify the complexities of South African societies to help business create appropriate and helpful experiences
• Detail the relevant Macro and Micro life moments to find opportunities to best service customers