Senior UX & Service Designer

🧑‍⚕️ What You’ll Do as a Senior UX & Service Designer

Our mission is to find patients before they deteriorate, get them enrolled, and keep them engaged for long enough to change their outcome. Everything downstream depends on those three things working.

Ensuring we have a seamless journey that runs across our apps, voice channels, SMS, emails, letters, support scripts, logistics processes and the physical box that arrives at someone’s door is what this role is all about. You are the voice of the patient and their advocate in all our design and service decisions.

This is not a role that produces artefacts. It is a role that moves enrollment, onboarding and engagement rates, and is accountable for doing so.

Own the end-to-end experience for proactive care patients and the teams who support them, across every touchpoint:

• UX in our apps
• Voice experience
• Patient-facing communications & content (SMS, email, letter, video, leaflets)
• Scripts for Patient Support and Enrolment Specialists
• Operational and logistics processes
• Physical devices and the contents of the Doccla box

Specifically:

• Map the key journeys and improve patient experience. Find the gaps that are limiting enrolment, onboarding and engagement, and close them. Mapping is a tool for finding the solutions, not a deliverable in itself. We’re looking for someone with a bias to action.
• Own the numbers. Translate our company and team north star metrics into granular, patient-level tracking. Work with our data team to make sure it’s instrumented. Read it. Use it to decide what to work on and to prove whether what you shipped worked.
• Design for people who are not like you. Elderly patients, low digital literacy, sensory and cognitive impairment, carers acting on someone else’s behalf, people who are unwell and anxious, non-native speakers. This is the core design challenge here and your critical mission.
• Run research with patients. Open-ended discovery and focused usability testing. You recruit, you run it, you synthesise, you act on it.
• Own content design and tone of voice across patient-facing communications. The words are part of the experience.
• Work hand-in-hand with the Enrol and Engage PMs, and with engineers through to implementation. The further you can reach into the build to reduce handoffs, the better.
• Collaborate across the business – tech, operations and logistics, clinical, regulatory and commercial. This is not a traditional product design role. As much as the impact will come from improvements beyond our software as from within.
• Contribute to the design system. Ensure we have a consistent look and feel across our experiences and enable PMs and engineers to self-serve.
• Usability testing. Supporting our regulatory commitments to ensuring usability, including; use-related requirements and risk analysis, formative evaluation through design, summative validation, and supporting the maintenance of the usability engineering file.

✅ What Experience You’ll Bring to the Team

• 5+ years professional design experience
• Startup or scale-up environment
• A genuine blend of UX and service design:

• UX / product design: wireframes, prototypes and polished production-ready designs, plus the judgement to know which is needed when
• Service design: journey mapping and service blueprinting
• Research: both open-ended discovery and focused usability testing

• Native user of AI in your day-to-day work
• Experience designing for non-expert or vulnerable users
• Evidence you moved a number. You can name the metric, the change you made, the result, and how you know it was you

• Health tech
• Regulated industry
• Software, hardware and service-based products together
• Experience designing generative AI experiences (voice, LLM-mediated interfaces)
• Front-end development skills, or a real appetite to grow into it