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Service Designer
2 months ago
IMCS Group is seeking a skilled Service Designer to join our team. As a Service Designer, you will be responsible for designing and delivering end-to-end service experiences that meet the needs of our clients and users.
Key Responsibilities:- Develop and implement human-centred design methods to integrate into program review and digital transformation projects.
- Analyse and document project outcomes, including efficiency in use for staff and easy access to services for citizens.
- Conduct analysis of user and employee experience across channels and identify gaps, opportunities, and solutions.
- Design and deliver 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, and service performance measurement and reporting.
- Develop a depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.
- Plan for the integration of specific design and development work into the overall service experience and measurement of results.
- Co-design and develop with program teams of new processes and policies to effect change management.
- 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.
- Experience with service design research and outputs.
- Experience working within a cross-functional product team in an Agile environment.
- Experience planning, conducting, and analysing findings from, creating representations of and reporting on qualitative field research.
- Experience planning, conducting, and analysing findings from, creating representations of, and reporting on co-design workshops with service users.
- Experience planning, observing, analysing, and reporting on usability testing of production or prototype systems.
- Experience working as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping.
- Experience working with change management, policy changes, staffing changes, or other organisational change as part of service transformation and implementation.
- Working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and/or digital transformation projects.
