Service Designer

Purpose and Description of Role:

As a service designer, you’ll work with a multidisciplinary team to design the end-to-end journey of a service to allow a user to complete their goal and the government deliver a policy intent. You may be involved the creation of, or change to, transactions, products and content across both digital and offline channels.

We have an active user-centred design community. You’ll be supported by a Senior Service Designer as well as through training and informal opportunities like shadowing

Responsibilities and Activities

As a Service Designer, you will:

• Gain an understanding of policy and organisational intents as well as a clear understanding of user needs.
• Help to plan user research and collaboratively analysing and synthesising the results of user research.
• Analyse failure within existing services, identifying root causes for that failure and creating recommendations to address that failure.
• Map current service journeys and creating blueprints for improved and/or new services.
• Deliver your research information through a combination of presentations at show and tells, stand-ups and wider team meetings, designing and maintaining research outputs on the team wall and creating formal reports.
• Establish collaborative working practices with content designers, product managers and developers, turning your designs into stories and actions that lead to valuable service improvements and solutions.

Your experience will include:

• Ability to collaborate with information architects, content architects and other data architects to support common goals and approaches.
• Ability to collaborate with business analysts and data stewards to assess model fit for use.
• Demonstrated ability to meet schedules and multi-task.
• Excellent oral and written communications skills in both technical and client facing situations.
• Must be a team player, receptive to new ideas and concepts and willing to embrace them when final determinations are made.
• Experience in high-volume, transaction processing productions systems.

Additional Desired Skills:

• Experience designing services that meet user needs and are delivered through integrated digital and/or non-digital services.
• experience planning and doing continuous service design in a multidisciplinary team will be essential, as will the experience of involving your team in research activities, analysis and synthesis.
• Experience leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows.
• Experience of being able to quickly understand the social and technological context of services.
• Understanding of the diversity of users of government services and illustrate how you would include all kinds of users in appropriate research activities to help teams deliver accessible services.
• Some knowledge of current technologies used to build and operate digital services, and the different technical roles will be highly desirable.
• Experience working on public service design, especially local public service design an advantage.
• Working knowledge of Discovery, Alpha , Private Beta.
• Previous GDS , CDDO experience essential.