Service Designer

Who We Are

As a digital transformation company, we support businesses in enhancing both their operations and customer experiences to encourage growth and development within the digital realm. We guide organisations in understanding relevant trends and benchmark their digital capabilities against best practices and competitors. Our consultants at Chrysalis are real hands-on strategists who delve into data, analyse objectives and reveal all opportunities.

From creating innovative business strategies, realigning roadmaps to corporate objectives and generating pioneering digital and mobile experiences, we have delivered it all! And we have completed it for organisations across all traditional sectors including government, finance, health and retail.

As a new breed of strategic partners for global enterprises, Chrysalis fuses digital ingenuity, management consulting precision and start-up creativity to raise the bar in digital services. Put simply; we help you use technology in a way that enables superior, more intelligent business, as a means to a more successful end.

Department Of Education, Skills And Employment

Role: Service Designer
Location of work: New South Wales / Australian Capital Territory

Overview

The User-Centred Design (UCD) Team resides within the Digital Solutions Division. The Division is responsible for the development and management of a suite of Education, Skills and Employment ICT systems.
We are looking for a service designer that has expertise in UCD processes and design thinking methodologies. They will assist other subject matter experts in activities including user research, service blueprinting, contextual inquiry, ethnography, managing stakeholder requirements and engagement, facilitating co-design workshops, usability evaluations and concept testing.

A core function of the role is to identify and understand the right research questions and develop and assure good user research practice. They will lead and align user research activities across several teams and ensure that teams take a user-centred, evidence-based approach to service design and delivery.

They will contribute to the development of design concepts, interpreting evidence-based research and incorporate into their work. By understanding the service ecosystem, which includes people, processes, legislation and technology, the service designer will translate research insights into design opportunities to develop new solutions, services and policies.

The Service Designer will involve people in the co-creative process: prototyping and testing concepts to solve problems. They will ensure design solutions are desirable, feasible, usable and sustainable.

This key role will set up and maintain UCD frameworks and documentation, stakeholder engagement, user research, co-design, service blueprints and service maps, and design sprints.

This role will be responsible for contributing to the ongoing development of service design and user research capability into the team and ensuring customer empathy is embedded in the design and delivery of the team’s services.

The candidate will have experience in leading UCD methodologies to influence change and break down barriers to succeed in delivering exceptional customer experiences.

Deliverables of this role include

• Experience as a service designer or similar, with skills in service mapping, journey mapping, service blueprinting, business process analysis, prototyping and strategic design
• Conducting user research to understand the user and stakeholder needs
• Identify user needs and ensure that the Department understands them and keeps user needs at the front of mind when making policy and service decisions
• Highly experienced with conducting user research, compiling research into reports and communicating the research and insights.
• Experience creating journey maps and service blueprints to visualise and demonstrate the users’ experience
• Assist the development of a redesigned service proposition
• Coordinate and conduct user testing of prototypes with end-users
• Facilitate interviews and workshops with internal and external stakeholders to improve the user’s experience
• Previous experience supporting digital channels in large, complex organisations requiring stakeholder management
• An innovative approach to design, using creative techniques to lead design thinking workshops
• Effective collaborative skills to direct and work with different business partners, UX Designers, Visual Designers and Accessibility
• An understanding of digital accessibility and inclusive design
• Experience working in an agile/scrum methodology
• Understands the diversity of users of government services. Knows how to include all kinds of users in appropriate research activities. Can advocate for inclusive practices and help teams design and deliver accessible services that work for all users.

Requirements Essential Criteria

• Minimum of 2 years’ experience in UCD processes and methodologies.
• Demonstrated experience in leading service design activities, including user research, contextual inquiry, service blueprinting, mapping of tasks, policies and processes, concept testing and other methodologies.
• Experience in identifying and understanding the correct research or service design methods to support decision making.
• Experience in influencing change and breaking down barriers to succeed in delivering exceptional customer experience.
• Experience and demonstrated skill with qualitative and quantitative usability methods, including observing, understanding and synthesising human behaviour and insights.
• Experience and demonstrated skill with qualitative and quantitative usability methods, including observing, understanding and synthesising human behaviour and insights.
• Tertiary qualification in social sciences or a related behavioural science discipline highly regarded.