Service Designer

Project Overview

The Government of Alberta (GoA) is advancing its digital service delivery to enhance user experiences, drive efficiencies, and foster innovation and modernization. The Digital Design and Delivery Division (3D) is spearheading this initiative, applying human-centered design, agile methodology, and modern data practices to collaborate with GoA ministries in delivering impactful programs.

Up to 14 Service Designers are needed to support 3D in service innovation, program review, and digital transformation projects across the GoA. The Service Designers will be part of cross-functional teams, involved in research, backlog creation, sprint planning, and executing key activities such as prioritization, prototyping, evaluation, and change management to ensure the delivery of efficient services.

Key Responsibilities

Service Designers will engage in a range of tasks, including but not limited to:

• Human-Centered Design Integration: Incorporating human-centered design into digital transformation and program review projects.
• Outcome Analysis: Evaluating staff efficiency and citizen access to services through documentation and analysis.
• User Experience Analysis: Reviewing all service channels (mobile, web, phone, in-person, print, etc.) to identify gaps and opportunities.

Research and Design Activities:

• Conducting user and behavioral field research
• Facilitating co-design workshops
• Designing and testing prototypes
• Creating journey maps and service blueprints
• Process mapping and service prototyping
• User story mapping and usability testing
• Performance measurement, analysis, and reporting
• Strategy and roadmap development

Service Journey Mapping: Mapping the end-to-end service experience, identifying user needs, opportunities, and success metrics.

Design Integration Plans: Developing plans for integrating new designs and development efforts into the overall service experience.

Change Management: Collaborating with program teams to co-design new processes and policies.

Operational Integration: Addressing service migration impacts, policy updates, and organizational design challenges.

Security Clearance Requirements

• Enhanced Security Clearance: Service Designers assigned to Justice projects must obtain an Enhanced Security Clearance before starting. Clearance denials are not disclosed, only whether clearance is granted or not.
• Higher-Level Security Clearance: During the course of the project, Service Designers may be required to obtain additional clearances (e.g., RCMP Top Secret Clearance). Applicants must be eligible to apply for these if necessary.

Must-Have Skills and Experience

• Service Design Research: Minimum 2 years of experience in service design research and related outputs.
• Agile Environment: Minimum 2 years of experience working within a cross-functional product team in an Agile environment.
• Planning & Analysis: Minimum 2 years of experience planning, conducting, and analyzing research findings.
• User Experience: Minimum 3 years of experience in creating representations, maps, and other user-centered design outputs.
• Reporting: Minimum 1 year of experience in planning, observing, analyzing, and reporting findings.
• Change Management: Minimum 2 years of experience working with change management processes.
• Project Experience: Minimum 2 years of experience working as a Service Designer on projects of comparable size and complexity.

Nice-to-Have Skills

• Experience with data analysis and service performance measurement.
• Familiarity with stakeholder management and working with government entities.
• Experience in policy design and service migration efforts.