Senior Service Designer

Your role and the activities to be carried out

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

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

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 research plans and sessions with users: 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, 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” displayed 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 customers, business partners, users and stakeholders as an integral part of the analysis and design phases of new services and experiences;
• Define strategies to accompany adoption and engagement to stimulate users to use new services and more generally to launch new experiences;
• Work within multidisciplinary groups and collaborate with 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 project activities, you will have a role of guidance and coordination among the more junior resources and of “evangelizer” within the organization and customers, on issues, principles and approaches of design, innovation and 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 user base and the impact that the new services may have once launched on the market;
• Acquired competence and autonomy in the definition of a new service and in the application of 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 conceptualising a service;
• Storytelling ability  ,  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 blueprint and concepts of new services ;
• Degree or Master in Design or similar 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 different types of organizations (e.g. start-ups, large corporations, agencies/design studios, consultancy firms);
• Academic, professional or personal experiences outside the world of design that have enriched your capacity for understanding, empathy and analytical perspective;
• Good knowledge of the English language.