Service Designer

We’re looking for a service designer who is motivated to support and protect our communities by delivering better services.

The Home Office keeps our UK citizens safe and our country secure. We play a fundamental role in the security and economic prosperity of the UK.

The Home Office Policy and Innovation Lab (CoLab) is a creative team of service designers, user researchers, content designers and behavioural scientists that work closely with policy and operations teams from across the Home Office to bring user-centred and explorative approaches to policy making.

CoLab works in policy spaces that require a deeper understanding of service users. Projects you could work on could include:

• Improving the Windrush Compensation Scheme application process, to make it more user-friendly, accessible and trauma-informed

• Refreshing the Life in the UK test to better support people as they prepare to get settled status or become citizens

• Working in passports to speed up the processing of people’s applications

• Identifying ways to support criminal justice system actors to tackle organised crime groups involved in organised immigration crime.

We’re looking for a service designer to help us deliver impactful policies in the Migration and Borders area, which spans asylum, border security, visas and immigration and passports.

As a Service Designer, you’ll have experience delivering better services. You’ll look at the end-to-end experience of our services, working with data to identify problems and reimagine how the service should work. This work will consider both the front of house experience as well as the behind-the-scenes services.

You’ll be confident working in a fast-paced environment as part of a multi-disciplinary team, and adept at gathering and using evidence to inform design decisions and measure policy and service outcomes.

You’ll work closely with user researchers, other service designers and policy professionals, with access to a range of other specialist skillsets when required (e.g., content designers and behavioural scientists). 

Your main day to day responsibilities will be:

• Identifying opportunities to improve the performance or management of existing services

• Creating compelling service solutions by drawing on multiple inputs, such as user research, operational insight, data patterns, organisational intent, or technical architecture

• Understanding and appropriately balancing the needs of users, providers and government when making design decisions

• Helping to develop the end-to-end view on projects, creating service visualisations, scope, and explore their work, and align effort towards a service vision

• Rapidly creating sketches, diagrams, and lo-fi prototypes to share and test ideas

• Presenting findings and related recommendations to team members and stakeholders

• Managing logistics of workshop sessions, including planning and scheduling sessions and recruiting participants

• Identifying and raising any blockers to design activities