Senior Service Designer

Position Overview

We currently have an open role for an experienced Service Design Lead at HDL, a pioneering role in a new organization to deepen our understanding of patient, caregiver and nurse experiences and to inspire and design human-centred digital product decisions.

WHAT YOU’LL BE DOING:

Discover

• Engaging with business and healthcare stakeholders to gather input and build alignment on intent
• Conducting remote and field research initiatives to elevate the wider team’s understanding of what makes and breaks patient experiences
• Forming and articulating Point-of-Views to stakeholders and product management on the problem and opportunity spaces

Define

• Working closely with our healthcare customer journey teams to further map and define “As-is” and “To-Be” state patient experience flows
• Weave different service lines together into holistic seamless patient experiences
• Aligning with stakeholders, especially with Product Management on digital interventions to improve patient experiences e.g. onboarding, self-service, communications etc
• Crafting hypotheses on how digital experiences will impact our patient experience and business operations

Design

• Designing approaches to quickly prove/disprove hypotheses
• Rapid prototyping of digital product interactions and/or service experiences to test “To-Be” patient experiences, including but not limited to wireframes and low-fidelity click-through prototypes

Deliver

• Collaborating with
  • Product Management – on digital product decisions
  • Product Design – on IA/UX/UI
  • Engineering teams – to build to ship
  • Go-to-Market teams – to operationalize new products and services

WHAT YOU’LL BRING:

• Mixed method research skillset
• Hypothesis-driven approach
• Journey Mapping
• Concept design [Digital Products & Services]
• Digital Product Design (IA/UX/UI)
• Rapid prototyping

ABOUT YOU:

• Resourceful
• A sense of curiosity
• Self-driven and motivated
• Comfortable speaking up about your own opinions
• Fearless to dive into the unknown
• Analytical, not afraid to peruse qualitative and quantitative data

NICE TO HAVES:

• Prior experience in the Healthcare industry
• Experience with user testing tools (Figma, Miro, etc)

*The requirements listed in this job description serve as guidelines, with some level of flexibility. If you think you may be a fit, we look forward to receiving your application.

Why you?

You want and have

• designs that people use multiple times a day, every day in hospitals
• autonomy to shape a culture of design that you always wanted to be part of
• a sense of curiosity, resourcefulness and creativity to get things done, eagerness to venture into the unknown, and comfort with perusing qualitative and quantitative data.