Service Designer

Job Summary

The Customer Experience Transformation & Innovation (CXi) team is part of the City-wide Customer Experience program.  Our goal is to work with divisions and technology to improve the focus on outcomes and positive impacts for residents (customer lens) and our staff (operational lens).  As part of a product-driven approach we employ Human Centred Design, User Experience focus and Agile development techniques.

As part of this team, the job is to provide subject matter expertise on discovery research, Human Centred Design practices and prototyping approaches. To conduct discovery research, data collection and analysis, user engagement and experience research, synthesis workshops/facilitation sessions, and guide teams through iterative designs of rapid pilot prototypes across different solutions.  To support development of programs and services that are easy to use, valuable, creative and impactful.

Major Responsibilities:

• Uses Human Centred Design based innovation approaches (involving technology, policies, processes around redesigning services) to identify the root causes of civic challenges and explore the perspectives of residents, community groups, and various internal and external stakeholders.
• Provides subject matter expertise in Human Centred Design approaches and research methods. Organizes, supports and executes generative and evaluative experience design research activities.
• Works collaboratively with researchers across cross functional teams and disciplines. Collaborates with various program areas, internal and external stakeholders, the public, and various agencies to conduct research.
• Leads workshops/facilitation sessions and user engagement activities to gather information from residents, clients, people with lived experience, community groups, and other stakeholders.
• Collaborates with research participants, the public, and community stakeholder to understand individual personas, customer journeys, and personal situations.
• Collaborates with product, business, and technology teams, sharing design research insights and ideas to build proofs-of-concepts, prototypes, and service blueprints that solve business problems and create new opportunities, e.g. customer acquisition, improved customer experience, revenue generation. Makes recommendations on future stages of design phases based on research.
• Provides design research support through all product development iterations, ensuring research insights and customer needs are taken into consideration.  Collects, analyzes, evaluates and interprets information/findings to develop recommendations for design and product improvement.
• Makes recommendations on processes, policies and data, tracks key performance indicators, and suggests improvement of services and operations, based on research findings, to ensure the customers’ end-to-end experience is seamless.
• Produces compelling and concise narratives and visual frameworks to drive comprehension of complex topics and concepts and persuade stakeholders. Collects and analyzes user behaviour through qualitative contextual research (i.e. field visits, ethnography, surveys, and benchmark studies).
• Designs, develops and administers questionnaires, surveys, data collection sheets, interview questions to gather information.
• Applies an understanding of qualitative and quantitative research methodologies by gathering, reviewing and analyzing statistical data to make recommendations for process and analog improvements (i.e. handouts, templates, communications material etc.).
• Synthesizes and evaluates data gathered through design research to uncover and successfully communicate root cause insights and generate corresponding design pillars.
• Analyzes issues impacting the public, formulating research objectives, and designing and developing implementation strategies on project work.
• Supports all design aspects and reviews wireframes and storyboards for digital products.
• Ensures accessibility and inclusivity when engaging with stakeholders and research participants.
• Advocates research findings to diverse audiences through written reports, presentations and public channels.
• Shares and teaches others about design methodologies through formal and informal sessions such as lunch and learns.
• Provides support through the coordination of administrative research duties including note taking, documentation, taking pictures in-field, recruiting, screening and scheduling research participants, working with transcribers, etc.
• Prepares background studies and briefing notes for projects and assignments.

Key Qualifications:   

Your application must describe your qualifications as they relate to:

1. Post-secondary degree or diploma in a related discipline (e.g. Business administration, Public Policy, Human Centered Design or Design Thinking, Social Sciences ) or equivalent combination of education and experience.
2. Extensive experience conducting problem definition and research, inclusive design research, co-designing with stakeholders prototyping solutions and working with data to generate analytics and insights.
3. Extensive facilitation experience leading workshops, discovery and research sessions (e.g. conducting interviews, Persona Development, Service Blueprint) with a variety of participants and stakeholders.
4. Considerable experience managing complex research and evaluation initiatives from inception through to implementation with a customer focus.
5. Experience in creating artefacts to clearly communicate research findings & proposed solutions (i.e. personas, journey maps, reports etc.)

You must also have:

• Ability to research, gather, conceptualize and interpret multifaceted information from a variety of sources and the ability prepare detailed/complex documentation (e.g. briefing notes, statistics, research reports etc.).
• Knowledge of research methodologies and techniques including formulation, data collection, analysis and the ability to synthesize complex information.
• Ability build and maintain strong working relationships and work collaboratively with colleagues, clients, and key stakeholders of diverse background and cultures.
• Excellent interpersonal skills, cross-cultural and political awareness and understanding, and good judgement.
• Ability to simplify prototyping methods that communicate ideas clearly.
• Ability to identify issues, think critically and effectively problem solve.
• Ability to work effectively in a fast-paced, multi-disciplinary team environment with tight deadlines.
• Knowledge of a variety of design tools and applications (e.g. Adobe Suite, Microsoft Office Suite etc.).
• Ability to deliver effective and engaging training and presentations to a variety of audiences.
• Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity and respectful workplaces.