UX Researcher 0318-1616

Description

**Background Information**:
The purpose of this request is to acquire a resource to work alongside existing Leads, User Experience Design (UX) and Customer Experience (CX) to identify and document existing DesignOps and ResearchOps processes and templates, as well as identify any process gaps that exist. Ontario Health are in the early stages of establishing a DesignOps function and have a need to formalize and document repeatable CX/UX processes to increase the speed and efficiency with which the teams can operate on Pb4P and future initiatives.

**Must haves**:

- 6+ years' hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loops
- Proven experience with DesignOps (Design Operations) and related processes management and optimization
- Good understanding of User experience (UX) design process
- Extensive experience with research planning and participant recruitment
- In-depth knowledge of survey development and management
- Experience in task flow analysis, generating user flows
- Strong documentation skills
- Excellent communications skills and ability to advocate for/champion CX/UX processes
- Must be able to effectively facilitate remote workshops / design thinking session
- Ability to multitask and work within a fast-paced environment
- Experienced in Adobe Photoshop and/or Illustrator
- Experienced in Microsoft O365, including Word and Powerpoint
- Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)

**Responsibilities**:

- Work closely with Customer Experience (CX) and User Experience (UX) Senior Managers and Leads to collect data, analyze existing workflows, processes and templates, and identify opportunities and gaps
- Work with key partners (Privacy, Security, Legal, Product) to determine what is required to obtain one-time approvals for repeatable CX/UX processes
- Formalize and document efficient, repeatable research and design processes for CX and UX teams
- Plan and facilitate team and partner feedback sessions to ideate on ideal solutions and determine the clarity and effectiveness of proposed processes and templates
- Iterate on documentation and templates to obtain any necessary approvals
- Provide regular feedback to the Senior Manager, Experience Design (UX) on progress and blockers
- Communicate with Customer Experience teams and partners to socialize approved processes and templates
- Perform other duties as assigned by management

**Desired Skills**:

- A professional accreditation or certification in User Experience (UX)
- Participant Recruitment - Relevant experience in planning and recruiting for user research studies, such as usability testing and interviews, including managing screeners, agreements and honorariums
- Process optimization '“ Expertise in documenting and streamlining workflows
- Problem-solving - Strong analytical and problem-solving skills and ability to devise simple, efficient solutions
- Collaboration and Organization - A team player with a reputation for meeting deadlines, managing competing priorities and maintaining client relationships
- Decision-Making - Proficient at strategic decision-making skills related to design and research operations
- Research tools - Good understanding of the limitations and appropriate use of research tools and software
- Whiteboarding Tools - Experience with digital whiteboarding and collaboration tools such as Mural, Miro and/or Figjam
- Experience working in a health care setting and/or with digital health solutions
- Experience working in the public sector

**Required Experience / Evaluation Criteria**:

- Experience planning and conducting user research activities, including participant recruitment, analysing feedback and presenting findings.**:20 Points**:

- Experience creating user flows, wireframes (concepts), prototypes and mock-ups.**:20 Points**:

- Experience working in DesignOps function, identifying efficiencies in design and research operations and implementing repeatable and scalable processes.**:30 Points**:

- Experience with championing customer and user experience processes across organizations.**:10 Points**:

- Proficiency in relevant tools and software, such as Photoshop and/or Illustrator, Mural, Figjam and/or Miro (or similar whiteboarding tools) and TreeJack, UserTesting and/or UXPin (or similar research tools).**:5 Points**:
Total Capabilities Criteria: 100 Points

Deliverables

**Deliverables include, but are not limited to**:

- Create CX and UX research process documentation, including:

- Overarching CX/UX Research Process
- High-level CX Research Process
- High-level UX Research Process
- Usability Testing process
- User Survey process
- User interview process
- User feedback process
- AODA testing process
- Brand alignment and design system selection process flow
- Process delta (outstanding processes to b