Senior Service Designer

Your role and tasks to be performed

The Senior System & Service Designer we are looking for will be responsible for research activities (such as quantitative) , analysis and design of experiences, services and complex systems in the public or health sector.

His work will be functional and will guide any phase of detail definition of the underlying processes (back&frontstage) and user interactions (UX & UI) inherent to the new experience and new designed service.

By joining our Design team you will be asked to:

• Understand the project objectives, also by interviewing the various stakeholders, and, if necessary, focus and frame them from different observation angles using problem framing & re-framing approaches;
• Plan and conduct user research plans and sessions: from ethnographic interviews, focus groups, diaries, shadowing, mystery,…;
• Analyze and understand the reference context in which the service lives (market, technologies, regulations, …) its users (in terms of needs, expectations, attitudes, digital maturity, end-to-end experiences lived, journey maps …) and its stakeholders (mission, purpose & culture, sustainability objectives, …) in order to generate insights that will guide the design process;
• Identify and prioritize areas of opportunity and then translate them into “catalogues of ideas” visualized in LF Concept to be validated with users and stakeholders;
• Design new services by defining the new operating model through system maps, multi-channel journeys and service blueprints;
• Plan and conduct problem framing, ideation and participatory design sessions with clients, business partners, users and stakeholders as an integral part of the analysis and design phases of new services and experiences;
• Defining accompanying strategies for adoption and engagement to stimulate users to use new services and more generally to launch new experiences;
• Work within multi-disciplinary teams and collaborate with the technical teams, supporting the definition of requirements and guidelines that will define the product;
• Collaborate in the development of proposals and presentations aimed at customers;

In addition to the project activities, you will have a guiding and coordinating role for the junior resources and “evangelizer” within the organization and customers, on issues, principles and approaches of design, innovation and the citizen and patient experience .

The skills we are looking for

• Consolidated experience in the application of user centered service design approaches , participatory innovation such as the Google Design Sprint, creative problem solving, listening skills and natural attention to people’s experience and needs;
• Desk analysis and research skills to understand the context, the catchment area and the impact that new services may have once launched on the market;
• Gained expertise and autonomy in defining a new service and applying the necessary tools: system & journey map, insight generation, mindset/personas/archetypes design, idea & opportunity catalogs, service bluprints, prioritization matrix & roadmap;
• Expertise gained in prototyping services, designing and conducting iterated (beta)tests with users in the very early stages of designing and conceptualizing a service;
• Storytelling skills , communication of complex concepts and presentation of service concepts to all types of Stakeholders.

The ideal candidate

• Experience as a Senior Service Designer or Team Lead with a portfolio of case studies containing qualitative research, definition of different types of users, journey analysis , service blueprints and new service concepts ;
• Degree or Master in Design or equivalent with at least 5 years of experience in service design and applied research; in the absence of a degree, at least 8 years of experience;
• Previous work experience in various organizations (e.g. start-ups, large corporates, agencies/design studios, consultancy firms);
• Academic, professional or personal experiences outside the world of design that have enriched your understanding, empathy and analytical perspective;
• Good knowledge of the English language.