Service Designer

The City of Orlando’s Digital Platforms & Service Design team is transforming how local government serves its residents.  We help visualize, create and implement digital technology solutions for the city that enhance the customer experience. Through data analysis and user research, we identify the behaviors, motivations and goals of our internal and external clients. We then prototype, launch and improve services by translating those insights into offerings that meet and exceed expectations.

Ideal candidates for this role will have a passion for public service, curiosity and empathy for users, a desire to identify, measure and solve service challenges with creative solutions, a strong drive for action, and an unrelenting enthusiasm for implementing user-focused products that drive satisfaction and trust.

Examples of Duties

• Experience executing qualitative and quantitative research methods, including usability tests, interviews, and surveys.
• Experience with the user-centered design process including creating a variety of artifacts (e.g. personas, screeners, scenarios, task flows, wireframes, journey & mind maps, etc.
• An understanding of customer experience best practices with the ability to listen, coordinate and champion key initiatives and projects.
• Experience with service writing or technical writing.
• Experience analyzing and using data to evaluate outcomes and inform decisions.
• Influential verbal and written communications skills; comfortable presenting findings to clients.
• Ability to work and collaborate with a wide range of stakeholders in different teams/departments.
• Experience in facilitating workshops or giving presentations.

Minimum Requirements

Bachelor degree and three years service design, user experience or project management experience, or an equivalent combination of education and experience in an applicable environment required. Agile experience or certification a preferred. Human Centered Design experience/certificate/training a desired. Must pass police background investigation.

Desired Skills 

• Experience recruiting for user testing panels
• Experience creating dashboards and reports with visual elements to properly convey user feedback as well as recommendations for remediation of usability issues
• Experience in Information Architecture
• Fluency in Agile methodology
• Experience with content management systems
• Experience with collaborative UX tools, such as Mural, Miro, Sketch, Figma, tree testing software, etc.
• Familiarity with digital accessibility best practices