Service Designer

About the role

Help us design the Ask Izzy service and uncover the potential for us to create better outcomes for people seeking help.

The Social Innovation and Digital Inclusion (SIDI) team are looking for a Service Designer to play a key role in the design and experience of the Ask Izzy service for help seekers and service providers.

Reporting to the Service Design Lead you will join a small design practice that works alongside product, UX and development to design, explore and test help seeker and service provider experiences that will be embedded in Ask Izzy. This role will provide you with the opportunity to be both strategic and hands on and will be responsible for delivering service design streams of product and customer discovery.

You will build a deep understanding of the needs of people experiencing vulnerability and the complex system they need to navigate to find support. To deliver value, you will work closely with both the Service Directory product team and the Ask Izzy product team.

Ask Izzy (www.askizzy.org.au) is a website that connects people in need with housing, a meal, money help, family violence support, counselling and much more. It is free and anonymous.

In times of crisis, such as the recent bushfires and the COVID-19 pandemic, the importance of the directory and Ask Izzy has been highlighted with searches for help rapidly growing to over 300,000 per month from people all across Australia. Our ambition is to amplify that impact by enhancing Ask Izzy to further meet the needs of people in Australia and service providers nationally.

This is a unique opportunity to join a newly formed team at Infoxchange to shape the direction of our social impact, our implementation of emerging technologies and help people across Australia access vital services.

This is a full time / part time flexible, one year contract position, based in Melbourne.

What you will do

»     Join a cross-departmental product team and be responsible for the user across all stages of product development.

»     Work closely with multiple Product teams at Infoxchange to explore the user journey of Help Seekers and Service Providers, and to create solutions that meet their needs.

»     Conduct research with users on behalf of Infoxchange to drive new product/service development across key products. This will include sector representatives, internal and external stakeholders, Product Advisory Group (PAG) members and other people who will help us have better understanding of achieving our goals

»     Coordinate and facilitate workshops internally, with customers and users to determine current state pain-points and determine opportunities.

»     Make informed decisions based on user and customer needs in line with technology constraints.

»     Develop prototypes through workshops and co-design for testing and validating with users.

»     Build artefacts to communicate insights and develop our shared understanding

»     Be open to new ways of working, skill sharing and innovation to bring greater opportunities to Infoxchange.

What we are looking for

»     Knowledge – You have a track record of designing and conducting user interviews, design research and facilitating workshops using co-design methodologies.

»     Communication – You’ll be able to clearly communicate with diverse audiences using video and images to support story-telling and prototype design.

»     Empathetic – You are curious about users, what their needs and motivations are, and how we can help them. You understand, or are willing to develop and understanding of, the disadvantages that some people in Australia experience, and how this impacts their ability to participate fully in society.