RQ-2026-009958 - Sr. UX Researcher for Patients Before Paperwork (Pb4P) initiative

Project Overview

The Patients Before Paperwork (Pb4P) initiative is a comprehensive program aimed at reducing the administrative burden on Primary Care Providers in Ontario through the use of digital tools and processes. This initiative supports both new and existing digital health projects that work together to minimize traditional paper-based workflows, such as faxing referrals and prescriptions, writing clinical notes and manually completing forms.

Key Responsibilities

Work under the direction of the UX/CX Senior Managers, and collaborate with Experience Leads and cross-functional partners to support experience design priorities, research activities and delivery across assigned workstreams.

Partner with business, product, clinical, change management, technical and vendor teams to understand user needs, service context, business goals, technical constraints and implementation considerations

Plan, coordinate and support CX/UX research activities, including stakeholder and user interviews, usability testing, surveys, heuristic evaluations and secondary research.

Coordinate participant recruitment inputs, screeners, consent materials, schedules and logistics for research and validation activities.

Support workshop planning, facilitation and documentation, including preparation of materials, activities, outputs and follow-up actions.

Synthesize qualitative and quantitative research findings into clear insights, experience opportunities, risks, assumptions for validation and prioritized recommendations.

Document current- and future-state workflows, user flows, task flows and service blueprints at appropriate audience levels to identify pain points, gaps, risks and improvement opportunities

Translate research insights and requirements into practical design outputs, including information architecture, wireframes, prototypes, UI content, mockups and interaction patterns.

Support iterative product and service design by validating workflows, assumptions, usability, solution feasibility, and artifact readiness and approvals with SMEs and cross-functional partners, and incorporating feedback into design outputs

Collaborate with communications, change management and training partners to ensure user-facing materials reflect research insights and support adoption planning.

Manage translation coordination and review of UI copy where required.

Conduct usability testing and accessibility reviews to assess ease of use, clarity, task completion and alignment with AODA/WCAG Level AA requirements.

Review product team or vendor deliverables and provide feedback or guidelines related to usability, accessibility, consistency, content clarity and alignment with CX/UX best practices.

Document findings, design rationale, decisions, risks and recommendations in a clear, actionable format for product teams, partners and leadership.

Deliver assigned experience artifacts and ensure they follow established templates, standard operating procedures, governance, approval and storage requirements

Provide weekly status updates to the product team, UX Leads, Project Manager, and Senior Managers on progress and blockers.

Other duties as assigned by management

Research plans, including usability testing screeners and discussion guides and test scripts

Comparative analysis

Personas

Current and future-state user flows

Service blueprints

User journey maps

Heuristic evaluation report with prioritized recommendations

Research synthesis and insights reports with prioritized recommendations

UX/UI guidelines

Product design wireframes and final mockups

Draft UI copy decks and translations

AODA audit report with list of prioritized defects

Artifact review packages or approval-ready artifacts

Regular status reports to leadership

Qualifications & Requirements

REQUIRED:

Must be able to work 3 days onsite per week in Toronto

End-to-end UX/CX research - 7+ years

Research planning, participant recruitment, conducting usability testing, heuristic evaluations, synthesis, and delivering actionable recommendations

Inclusive UX/UI and Service Design for complex digital products - 7+ years

Translating research and requirements into user flows, journey maps, information architecture, wireframes, prototypes, and high-fidelity AODA-compliant designs

Cross-functional delivery in complex regulated environment - 5+ years

Working effectively with product, clinical, business, technical, vendor, change, and communications teams in a complex regulatory environment

Experience developing research plans and supporting participant recruitment, including defining research objectives, methods, participa