Service Designer

Overview:
Storm ID is delivering the Beta phase of a prominent Scottish Government digital transformation programme. The focus of this phase is to build a testable prototype of the core service in priority areas, define how it will integrate with justice partner systems, and test it with real victims and witnesses in a controlled setting, generating the evidence needed to support wider rollout and scaling in a subsequent work package.

This role will work across the wider programme, collaborating closely with Scottish Government stakeholders and delivery teams. The postholder will be supported by a Storm ID Delivery Manager and will contribute to shaping coherent end-to-end user journeys, service blueprints and supporting design artefacts to enable delivery.

Project Overview – Beta phase
Storm ID has been appointed by Scottish Government to deliver a Beta phase for a significant national digital transformation programme. The programme aims to improve how people access information, guidance and support through a secure, user-centred digital service.

The Beta phase will focus on:

• designing and validating end-to-end journeys across the service
• exploring and validating how key data and service interactions could operate in a secure, non-live environment
• Iterating the service model and architecture direction
• producing the evidence and delivery artefacts needed to support mobilisation into a build phase

This work will demonstrate how a unified digital experience could provide personalised access to relevant information and support, using realistic but non-live data, while generating the technical and user evidence required to inform the next phase of delivery.

Role summary and tasks 
The Service Designer will play a key role in shaping end-to-end user experiences across the programme, from public-facing journeys through to personalised, logged-in experiences. Working collaboratively with delivery teams, partner organisations and Scottish Government stakeholders, the role will ensure the service is coherent, accessible, user-centred and feasible to implement.
The postholder will contribute to service design and supporting artefacts to enable delivery and will help ensure the programme aligns with Scottish Government standards, patterns and governance expectations.

Key Responsibilities
Develop end-to-end service blueprints

• Lead the creation of comprehensive service blueprints covering user journeys, operational processes, touchpoints, dependencies and supporting systems
• Map current (“as-is”) journeys and design improved (“to-be”) service models
• Identify pain points, risks and opportunities for optimisation
• Ensure alignment with Scottish Government service standards and agreed design patterns
• Work closely with Product, Content and Engineering colleagues to shape structure, navigation and task flows
• Translate user research insights into intuitive, accessible digital journeys
• Contribute to wireframes, prototypes and service design artefacts as required
• Ensure outputs meet accessibility standards (WCAG 2.2 AA) and inclusive design best practice

Cross-organisation collaboration

• Work with service design colleagues across relevant organisations to ensure end-to-end journeys reflect cross-organisational processes
• Facilitate co-design workshops to build shared understanding and consistency across delivery streams
• Maintain alignment of principles, processes and artefacts across the wider programme

Alignment with Scottish Government design community

• Collaborate with the Scottish Government service design community to align with guidance, standards and design systems
• Contribute to show-and-tells, design governance and assurance activity as required
• Ensure service design outputs integrate effectively with wider Scottish Government digital initiatives

Produce and support delivery artefacts

• Support production of artefacts such as user flows, process diagrams, interaction models and service definitions
• Ensure design artefacts are usable by product, engineering and architecture teams
• Contribute to documentation required for delivery governance and future phase planning
• Ensure artefacts follow agreed version control, structure and governance workflows