Service Designer

JOB SUMMARY

This job will drive the process and engagement around building comprehensive payer and provider journey maps and service blueprints to provide the end-to-end view of their journeys, focusing on all channels and touchpoints along the way. The incumbent will be tasked with exploring the complex problems in healthcare to discover improvement opportunities that can be recorded and distributed to those business areas who may be best suited to choreograph change.

ESSENTIAL RESPONSIBILITIES

• Use service design tools to build a comprehensive view of the current state of payer and provider experiences in different journeys as well as the aspirational state.
• Identify opportunities to improve payer/provider experiences across different touch-points and articulate the dependencies and complexities across these touch-points.
• Perform user/customer research in partnership with our Customer Experience and Innovations teams, with activities such as interviews, field studies, and other information mining activities.
• Produce Service Design Blueprints, illustrated Journey maps, and Concept Designs, Service Experience prototypes, Empathy Maps, and Value Proposition Proposals, for the creation and evolution of products and services.
• Plan and execute co-creation workshops with stakeholders and subject matter experts in order to unpack journey details and conceptualize the most viable solution parameters for any given opportunity.
• Prototype services in order to validate ideas and iterate on them.
• Coordinate with digital and marketing strategy to implement roadmapping opportunities where solutions may exist within digital touchpoints.
• Create formal characteristics of success that can be distributed to key stakeholders as guideposts to follow in order to ensure viable change.
• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor’s Degree in Human Centered Design, Experience Design, Graphic/Communication Design, Psychology, Computer Sciences or related field

Substitutions

• 6 years of related and progressive experience in lieu of Bachelor’s degree

Preferred

• Master’s Degree in Human Centered Design or User Experience Design

EXPERIENCE

Required

• 5 years in either Design, Marketing, Research, or a combination

To Include:

• 3 years using qualitative and quantitative research methods ​

Preferred

• None

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• LUMA Certification

SKILLS

• Knowledge of customer experience design and how it pertains to the success of an organization
• Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
• Academic and applied proven knowledge in one of the following areas: Research, Visual Design & Illustration, Prototyping, Business Design and Value Proposition
• Knowledge of Customer Experience Design and how it pertains to the success of an organization
• Experience organizing data into clear service design blueprints and communicate ideas and designs to diverse groups of stakeholders
• Proficiency with design and prototyping tools such as Adobe, Sketch, InVision, or other similar tools used widely in the design community
• Team player who has experience working within a self-directed culture and navigate ambiguity
• Experience with concepting, ideation, and iterative prototyping
• Experience building and maintaining strong working relationships with colleagues, clients, and key stakeholders

Language (Other than English):

None

Travel Requirement:

0% – 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Frequently

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds