Service Designer

Description:

Project Overview

The Data, Information and Privacy Services Division uses a one-government approach to information and privacy governance, decision-making, and service delivery across the client balanced with individual client needs. This facilitates enhanced data access, collaboration, reduction in data duplication, and innovation to ensure effective and efficient services across the government to provide better services to Albertans.

Reporting to the Manager, Analytics Capability Centre, the Service Designer is responsible for supporting a data centre of excellence that delivers services to enable data access, analytics and economy to support data-informed decision making. This role works with other individuals within the Data Centre of Excellence and across the organization to effectively deliver data products as the organization’s data assets. The role focuses on delivering data products with agility, focus on business outcomes, innovation, and transformation to ensure data is treated as a corporate asset. This role supports the Data Centre of Excellence team in defining the scope, roadmap, designing the product, prototyping of data products and product opportunities for the client and its external partners (as needed).

The efforts of this role improve access to and informed use of data assets both within and outside of government in support of policy analysis, program planning, and decision-making. This role requires the ability to think and work critically across the organization, as well as diving deeper on both data and information topics related to data access, data governance, and the data economy. Doing this work requires the role to work closely with other Analysts and Managers (and above) across the department to design, provide advice, and prepare recommendations for data product delivery. The service designer supports the leadership and direction responsible for: – Data Services; – Data Analytics Services; and – Data Product Delivery services.

Duties:

The Service Designer will be responsible for activities such as review, discovery, requirements gathering, process mapping, service design, technical documentation, prototyping, evaluation, and gap analysis for the development of data analytics initiatives.

Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as data product designs and technical opportunities. However, the following must be delivered (iteratively) over the course of the project:

• Integration of human-centered design methods into data product development and delivery.

• Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.

• Analysis of internal and external data user experiences across channels (data pipelines, data user interfaces, data catalogues, data architecture etc.) and identification of gaps, current processes, opportunities, and solutions.

• Based on business stakeholders and policies, goals, priorities, and opportunities, a plan for and delivery of:

1. User and behavioural field research;

2. Co-design workshops;

3. Prototype design and testing;

4. Concept testing

5. Journey map and service blueprint development;

6. Process mapping;

7. Service prototyping;

8. User story mapping and creation

9. Usability testing;

10.Service performance measurement, analysis, and reporting; and

11. Strategy and roadmap documents or diagrams.

• A depiction of the overall end-to-end data/analytics product service journey, end to end process mapping, current and future state mapping, and specific needs, opportunities, solutions, and metrics.

• A plan for the integration of specific design, product features and development work into the overall data service experience and measurement of results.

• Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.

• A plan for the integration of new data architectural solutions into existing data service operations by examining areas such as the impacts of the migration of data service delivery, data management innovation, change management, and data governance.

• RESOURCE REFERENCES

o Three references, for whom similar work has been performed, must be provided. The most recent reference should be listed first. Reference checks may or may not be completed to assist with scoring of the proposed resource.

QUALIFICATIONS:

Must Have

Education

Yes/No – The proposed resource must meet or exceed one of the following:

• University graduation in computer science or a related discipline and 4-yr relevant experience;

OR

• 2-yr diploma in computer science or a related discipline and 6-yr relevant experience;

OR

• 1-yr certificate in computer science or a related discipline and 7-yr relevant experience;

OR

• a currently active professional certification or accreditation and 8-yr relevant experience

Work Experience

Experience creating journey maps and service blueprints or other visual representations of user needs.

Experience facilitating and leading co-design workshops.

Experience using human-centered design approach (UX, customer experience, service design, interaction design, etc.).

Exp working with digital or data services such as…

Working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and/or digital transformation projects

Nice to Have

Work Experience

Experience analyzing research data and presenting findings in diverse ways

Experience creating service metrics and measures.

Experience moving through projects shifting focus from small details to understanding the whole system and the relationship between them.

Experience planning, conducting and analyzing behavioral/ethnographic field research to understand user, employee, and government needs and goals.

Experience working in or for the public sector.