Senior Service Designer

We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.

Do you want to improve the daily transportation experience for 4.7 million people in the Boston region? Ready for the challenge? Then read on.

CTD is looking for a Service Designer with a passion for creating great experiences that improve people’s lives through the thoughtful design and implementation of technologies and processes. You will join the cross-functional team working on Glides, an internal tool designed and developed by CTD. In this role, you will collaborate with our Operations and Safety teams: the people who literally keep the MBTA running safely and on time.

Glides delivers critical train location information to Green Line operators. It is steadily evolving into a tool for alerting operators to unsafe conditions, capturing and presenting mission critical data, and presenting algorithmic recommendations for service changes in a clear and humane way. Importantly, Glides will also make it possible to give riders predictions about trains departing from Green Line terminal stations.

As a Service Designer with Glides, you will create and execute an experience design strategy. You will lead design thinking activities – including framing problems, ideation workshops, rapid prototyping, and iteration – that engage multiple Operational groups. You will work closely with stakeholders to examine the Green Line operational ecosystem, ensure new experiences and technologies solve real problems, and communicate decisions to leadership. You will get to know your users’ current processes, needs, and pain points. You will also get to know them as colleagues and experts who play a critical role in Boston’s transit system.

To be happy and successful in this role, it will help if you have a spirit of creativity, a high degree of curiosity about people and environments around you. It also helps if you are comfortable operating in an organizational structure that can be both top down and bottom up.

Day to day, you will:

• • Utilize human-centered design practices to tackle complex problems that include people, processes, and technologies.
  • Plan and execute design research activities, such as performing ethnographic-based user research, secondary research, quantitative studies, and prototype testing.
  • Analyze and synthesize research data, identifying and generating meaningful insights and behavioral patterns.
  • Plan and execute workshops with mixed groups from CTD and Operations that incorporate system mapping, customer journeys, role playing, scenario planning, and service specifications.
  • Map the service experiences of users and help define how unique parts of the organization need to change what, and how, they deliver to be more effective.
  • Collaborate with product owners and leaders to drive product strategy and the development roadmap.
  • Deliver experience design artifacts, including analog prototypes, user interface mockups, and service scripts that guide discussion with stakeholders and testing with users.
  • Work closely with the Glides product designer, contributing to the improvement of the design quality and final user experience.