Service Designer

Job overview

Do you believe in improving lives through data and technology? Do you enjoy uncovering user needs to understand complex problems, and designing services which will help literally millions of people look after their health?

We have exciting opportunities for experienced service design professionals to join us and work across several portfolios including Digital Primary Care and Platforms.  See the assignment brief for descriptions of what these areas do.

Service Designers are a key part of our user-centred design (UCD) family of roles, alongside interaction designers, user researchers and content designers.

The work we do has a direct impact on millions of patients’ lives, helping them access the essential services they need and supports them to get appropriate care as quickly as possible.

We also have a direct impact on health professionals across the NHS by providing them with essential tools and services to reduce the burden and enabling them to spend more time treating people.

Our products and services are used by all communities across England, covering diverse and contrasting needs based on age, cultural and socio-economic background, ability, gender, and sexuality. It is important to us that we represent all communities in our working teams, therefore we greatly encourage people with experience of different backgrounds to apply.

Main duties of the job

Some of the key skills and experience you’ll bring:

• Demonstrable knowledge of service design and user centred design practices for both public facing and internal services and applications

• Experience in a range of service design methods and sub-disciplines, for example, but not limited to user journey mapping, service blueprinting, service mapping, workshop facilitation, etc.

• Experience of ensuring products and services adhere to, and are designed according to, the relevant user-centred design and accessibility standards, e.g.GOV.UK or NHS Service Standard, Public Sector Bodies Accessibility Regulations 2018, Equality Act 2010, WCAG 2.1 AA etc.

• Experience in working effectively with cross-disciplinary teams and ensuring that the process for making design decisions is based on evidenced user research and understanding of user journeys

• Proven experience with prototyping and iterative design

• Evidence of continuous professional development

Detailed job description and main responsibilities

As a Service Designer you will be responsible for:

• Contributing to the development of design concepts, collaborating with product management to define a direction for services, and share it in a way others can understand

• Looking at the whole journey a user takes when using a service and making sure every part of that journey is designed to work smoothly

• Collaborating with user researchers to ensure the needs of users, and organisational objectives are met

• Using research evidence, design knowledge and negotiation with stakeholders to improve health outcomes for the public and healthcare professionals

• Working with multi-disciplinary teams so they understand the role and purpose of service design, user-centred design, and how these help to meet the organisational goals

• Ensuring our products and services are inclusive, accessible, and equitable

You will be working as a key member of a multidisciplinary team in your portfolio, as well as becoming part of an active and supportive design community of practice, collaborating across the organisation, to ensure new and existing services are user-centred, provide outstanding experiences and work for the whole population. You will have the opportunity to analyse and rethink the delivery of health and care services and improve delivery at national scale.

Person specification

Qualifications

Essential criteria

• Evidence of continuous professional development

Skills and Abilities

Essential criteria

• Experience in working effectively with cross-disciplinary teams, and ensuring that the process for making design decisions is based on evidenced user research and understanding of user journeys
• Proven experience with prototyping and iterative design

Knowledge and Experience

Essential criteria

• Demonstrable knowledge of service design and user centred design practices for both public facing and internal services and applications
• Experience in a range of service design methods and sub-disciplines, for example, but not limited to user journey mapping, service blueprinting, service mapping, workshop facilitation, etc.

Desirable criteria

• Experience of ensuring products and services adhere to, and are designed according to, the relevant user-centred design and accessibility standards, e.g.GOV.UK or NHS Service Standard, Public Sector Bodies Accessibility Regulations 2018, Equality Act 2010, WCAG 2.1 AA etc.