Service Designer

All about the user

Rule one for us is: “always start with user needs”. We’re aiming to create digital services that people prefer to use over their old-fashioned paper counterparts, and good design plays a big part in that. You’ll be an advocate for the end user, designing accessible and impactful digital services that engage and delight users.

All about you

If you want to join us, you’ll need to be able to:

• Identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes and know how to help the team to decide the best approach
• Help teams to manage and visualise outcomes, prioritise work and work to agreed minimum viable product (MVP), print and scope
• Listen to the needs of technical and business stakeholders, and interpret them in a way that is clear for both audiences, and know how to manage stakeholder expectations
• Facilitate difficult discussions within the team or with diverse senior stakeholders
• Know how to work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks
• Have the ability to apply a digital understanding to your work, and identify and implement solutions for assisted digital
• Know how to design systems for use across multiple services and can identify the simplest approach out of a variety of approaches
• Identify constraints and can communicate about these and work within them
• Know how to build consensus between services or independent stakeholders, and lead others to make good design decisions
• Create static HTML and CSS prototypes, code for different screen sizes, and version and host a prototype
• Experience using a variety of methods of prototyping, and can look at strategic service design end to end
• Lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met
• Know how to give direction on which tools or methods to use, and experience in meeting the needs of users across a variety of channels
• Bring insight and expertise in how user needs have changed over time to ensure these are met by the business.

All about us

We work together. You’ll be expected to work with the whole team, on all and any of our projects. Sometimes at a moment’s notice. That means working with developers, designers, creatives, policy people, legal people, senior management – anyone we need to, to produce world-class online services.

Main duties of the post

As a Service Designer, you will be responsible for the end-to-end design perspective of a service. You will identify gaps and opportunities for end users and the organisation across all touch points within both digital and non-digital services, ensuring consistency and the value exchange.

You may be asked to do a number of different things on a number of projects; this could include any or all of these things:

• Work with the team and stakeholders to capture the entire perspective of your service, set the vision and build a roadmap for the future
• Understand the existing system of your service and work with teams to target improvements and cost reductions
• Capture, document and present holistic user journeys in a clear, engaging way
• Actively promote the design perspective in discussions with teams and stakeholders
• Understand user needs and track interactions across departmental and organisational boundaries
• Arrange all interactions into rational user journeys across the service
• Create and rapidly iterate both digital and non-digital service prototypes
• Utilise, iterate and introduce digital patterns and standards that scale
• Welcome constructive criticism and be able to constructively review the work of others
• Be excited about the future and bring new trends and technology into services
• Analyse failure within services and identify root causes for that failure.

Skills and experience

• Strong experience delivering Service Design
• Strong digital design/product development background
• Proven ability to balance the needs of the user with the objectives of the business
• Contributes to the development of organisational methods and standards for user research
• Experience of devising strategy, blueprints and journey maps
• Providing oversight, quality assurance and stakeholder management
• Public sector or large corporate background would be ideal.
• Evidence of a passion for design – eg arranging meet-ups, design blogs etc.