Senior Service Designer

As the Senior Service Designer at the Center for Digital Health Innovation you’ll have an incredible opportunity to work on digital transformation with social impact improving healthcare at one of the country’s leading institutions.

Your research insights, service design concepts and leadership will guide the redesign of many facets of digitally enabled workflows: patient access, capacity management, clinical operations and patient experience. Your work will impact how work gets done, how staff and clinicians interact with patients, families and caregivers and the design of our clinics and new flagship hospital. From identifying core needs in collaboration with multi-disciplinary teams of product managers, technologists, clinicians, nurses and staff to refining future state workflow designs, service blueprints and rapid prototyping and experimentation with supporting technologies, you will be at the front line of creating the next generation of healthcare delivery.

Responsibilities

·       In collaboration with a product manager, you will develop strategies and concepts to capture current state and communicate future state products and services, capture user requirements, create, evaluate and modify service workflows and product designs and prototypes in support of new services, software and web development.

·       You will work with all areas of product management, business strategy and IT to ensure overall alignment to business objectives, product roadmaps and capability development goals in organization. Gathers input from users at all phases of the design process and ensures that those needs are represented in the product or service being developed.

·       User research: You’ll meet with clinicals, staff and patients to capture user journeys and pain points, translate them into opportunities, and prioritize user needs.

·       Service Design: You’ll build people-first services. From value proposition to brand to customer experience to scale, you’ll communicate and envision service concepts and ideas to team members, stakeholders, and partners. You’ll use a diverse set of methods & tools that illustrate all the components and touchpoints of the service.

·       UX: Healthcare systems and Electronic Health Record software are notoriously complex. You’ll steep yourself in existing systems, create a vision for how work can change and the best UX solutions to balance patient, staff and business needs.

·       UI: When applicable, you’ll leverage the existing design language as well as help create new design interactions.

·       Prototyping: You’ll create experience concepts and interactive prototypes to help communicate a vision for the unified clinician/staff and patient experience.

·       Design Communication: You’ll bring people along in the service/product design journey discussing design progress and decisions with business stakeholders and end-users.

·       Systems Thinking: You’ll approach things systemically. You will be comfortable zooming out to see the big picture, then diving in to address the details.

·       Balanced Team Member: You’ll support ongoing interdisciplinary teamwork streams as design champion. You’ll lift up the voice of the user, specifically their needs and challenges, to create the best experience within the technical and business constraints.