Service Designer

Demonstrate good knowledge in the design thinking methodology to understand the City Experience designing requirements and concepts and is acquainted with all related tools to understand the whole customer journey while achieving their overall desire and outcomes. The service designer should be able to identify the most important challenges and lead the efforts for innovative thinking to ensure the achievement of the strategic objectives and transform the overall city experience to a seamless, integrated, proactive, customized an digital experience, the service designer can lead a group of other service designers with different city experiences to achieve the desired outcomes. Therefor the service designer should be responsible for the following:

• Leading the effort of transforming the Cit Experience team to achieve the strategic

objectives

• Communicating and aligning with other service designers from government entities to

achieve the objectives and desired outcomes, including reviewing and commenting on their

outcomes,

• Ensuring proper communication with the assigned Advisor in DTMC on their deliverables

and the assigned service designers, to ensure proper outcomes.

• A successful implementation of the methodology of redesigning the City Experience (start

to end)

• Running the workshops successfully (ensure innovative outcomes from redesigning the

journey)

• Leading the Cit Experience research efforts and attending all relating meetings (with

government entities, customers as needed to ensure proper understanding of the city

experience and collecting all required insight before the workshops)

• Ensuring proper implementation of the 360 methodology and the proper use of the tools.

• Proper understanding of the group dynamic and engaging all team members in an

innovative way to get the best outcomes.

• Collaborating with external parties to support the workshops and related activities as

needed

• Communicating any challenges during the whole process to the management in timely

manner and propose appropriate solutions.

• Ensuring that relevant team in DTMC is well briefed about the progress, content, and

readiness for workshops.

• Ensuring the team of LE is well briefed about their roles and responsibilities especially the

leader of the LE during the workshop

• Working closely with other service designers and research team to achieve the expected

outcomes from the workshops.

Before Workshops:

• Ensure the inclusive of all stakeholders in the invites

• Identify the data required for research and customer details from GE

• Ensure the nomination of all relevant team members

• Ensure best practices are available and relevant to be presented to the team.

During workshop:

• Play the role of main facilitator to run workshop

• Ensure Journey related challenges are properly defined

• Run ideation tools during workshop in a flexible way to ensure innovative ideas are

generated

• Manage the challenge committee for the ideas and ensure proper reflection of their

comments

After workshop:

• Review documentation prepared by co-designer

• Ensure prototype plan is on track

• Follow up post workshop on initiatives status

• Conduct follow up meetings when required with the LE team

• Finalize DG presentation with team

• Review with case study and documentation of the workshop outcomes

• Review the profile for assessment

• Keep communication with the LE team and especially the leader.

Main skills:

• In-depth knowledge and experience within a relevant service design discipline.

• Experience of conceptualization and ideation.

• Workshop planning and facilitation skills.

• Planning and analytical skills are essential.

• Ability to respond positively and calmly to shifting priorities, demands and timelines.

• A strong work ethic and a passion for drawing out and driving creativity and innovation.

• Strong influencing, negotiation and communication skills, both written and verbal.

• Experience of iterative prototyping

• Be a storyteller – A critical element of all our roles is to deliver insights about people and

behavior – verbally and visually – in a way that generates empathy, emotion, and

engagement from the client and design team.

• A natural skill to engage with people at a deep level. Whether observing or interviewing

customers, or working with fellow team members and clients, a service designer should be

passionate about representing the human perspective in design and should have skills in

bringing this passion to life for the team.

• Works collaboratively and curiously.