Senior Service Designer specializing in planning, researching and leading multiple digital solutions (638)

Our client is seeking a Senior Service Designer specializing in planning, researching and leading multiple digital solutions. (638)

This is a primarily remote role but any travel to Edmonton will be at the contractors own expense

Must Haves:

• 2+ years with service design research and outputs.
• 2+ years working within a cross-functional product team in an Agile environment

A combination of the following experience is required:

• 2+ years planning, conducting, and analyzing findings from, creating representations of and reporting on qualitative field research.
• 3+ years planning, conducting, and analyzing findings from, creating representations of, and reporting on co-design workshops with service users
• 1+ year planning, observing, analyzing, and reporting on usability testing of production or prototype systems.
• 2+ years as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping.
• 2+ years working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation.
• 2+ years Working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and/or digital transformation projects such as the Government of Alberta

Key Responsibilities:

• Integration of human-centered design methods into program review and digital transformation projects.

• Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.

• Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.

• Based on user and project needs, goals, priorities, and opportunities, a plan for and delivery of:

• user and behavioral field research;
• co-design workshops;
• prototype design and testing;
• concept testing
• journey map and service blueprint development;
• process mapping;
• service prototyping;
• user story mapping and creation
• usability testing;
• service performance measurement, analysis, and reporting; and
• strategy and roadmap documents or diagrams.

• A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.

• A plan for the integration of specific design and development work into the overall service experience and measurement of results.

• Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.

• A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.