Service Designer

The Service Designer will be responsible for:

• Service Design Leadership : To be the active voice of Service Design best practices among a multidisciplinary team. Communicate and collaborate regularly with stakeholders and help define priorities, risks and MVPs. Guide stakeholders with insights into the voice of the various users of the ecosystem and make sure they are included in business strategy decisions and service implementation.
• Prepare and conduct user surveys to define appropriate research methods and carry out studies, as well as to guide other designers and researchers in research and analysis tasks. Our standard research methods can vary as needed: interviews, contextual observation, service safaris, ethnography, surveys, user testing. Therefore, it is crucial to understand these tools well, to be autonomous in the entire research configuration, as well as in the guidance of other parties involved during the process.
• Plan and conduct collaborative and co-creation workshops with project stakeholders to align vision requirements, constraints, priorities to be resolved and the ideation process.
• Design User Journey Maps to identify the main pains, expectations, goals to be achieved and opportunities.
• Design an iterative Service Blueprint and prepare the tool for guidance and implementation.
• Prototyping and testing with available resources and in collaboration with UX designers, as well as other teams and stakeholders, to test and iterate.
• Continuous guidance of the project implementation to support the implementation stages, with user insights, ensuring alignment with the journeys, blueprints and best practices of Human-Centred Design.

Experience needed:

• Proven experience in Design Thinking and Service Design approaches.
• Familiar with digital collaboration and prototyping tools like Miro, Mural, Whimsical and Figma.
• Ability to plan and execute user research and analysis to provide actionable insights.
• Map the user journey based on survey insights.
• Know how to create a Service Blueprint and understand the differences between Frontstage and Backstage.
• Plan and execute collaborative workshops with stakeholders.
• Fluent in Portuguese and English.