Service Designer

The Service Designer Role:

As a Service Designer at Hammerhead, you will work closely with our Product team to support multiple product lines, as well as bring to life a world-class end-user experience. This will involve collaboration with the Product, Software, and Industrial Design teams to design and implement a cohesive vision to solve our current and future customers’ problems in ways that build upon our existing and future products. Your experience will help maintain a user-centered perspective across our design decisions. Your creativity will be put to use in brainstorming ways to solve cyclists’ problems, and applying proven strategic and design methods to vet them. All this while vocally advocating on behalf of the user and their journey.

The right candidate is a strong service designer that strives to synthesize clear offerings from complex systems. They are deep system thinkers, passionate about shaping the end-to-end journey of our products and services, enabling users to achieve their goals. They are comfortable problem solving at a high strategic level or a tactical one. They enjoy leading their teammates in service design activities leveraging a variety of human-centered design methods and frameworks. They understand the importance of user experience, including others, sharing wins, and have developed techniques for effective collaboration and consensus-building.

Your day-to-day:

• Assist in the planning and scoping of design efforts
• Help establish and develop rider personas / journeys that inform our product roadmap
• Work with product to architect compelling product and service offerings
• Assist in prioritizing the incremental path to industry defining products and features based on rider and business needs
• Identify key risks, and collaborate with other designers to test customer sentiment and behavior
• Participate in and facilitate brainstorms, design reviews, and other collaborations that help the team win together
• Architect thoughtful, meticulous end-to-end experiences that consider the happy path and where users are most likely to stray from it
• Iterate from “version 1” to “version right” with rapid prototyping and usability tests
• Recommend product improvements and pitch new product opportunities based on your observations and data measurements
• Research and look for opportunities to solve problems in innovative ways rooted in underlying user needs (i.e. design research processes based on user need)
• Facilitate design thinking training sessions to help more junior team members and those from non-design backgrounds in understanding design and how we can help them achieve their goals

Your passion & expertise:

• You are an athlete and ride and/or train with data. Cycling experience is a plus.
• Your portfolio demonstrates experience in superior cross-platform service design
• Refined user research skills such as research planning, conducting interviews, synthesis, and usability testing
• Familiarity with the application of design systems, experience with Figma or equivalent design tools
• Proficiency in analyzing user behavior in tools such as Google Analytics, Kibana, Zendesk, and Dovetail
• Excellent oral and written communication skills
• Excellent design craft and systems thinking
• Technical understanding and curiosity
• 5+ years of professional applied experience in a product/service design setting
• 7+ years creative experience overall
• Experience and willingness to work remotely with teammates across the globe

As Service Designer you will:
Understand the customer and the market

• Pay attention to market analysis to understand initial and secondary market opportunities
• Lead customer research, testing, and synthesis of research into actionable insights
• Use customer research and segmentation in service of product design
• Track the competitive landscape
• Immerse yourself in the culture and activity of cycling, to better understand our user’s perspectives and experience

Architect User Experiences

• Proactively seek out ways of incorporating the customer experience into daily work
• Form feature and product concepts, painting a vision for the value they’ll add to users experience
• Define the user experience through user flows, information architecture, sketches and wireframes
• Collaborate with hardware and software product teams to map and define multi-modal user experiences taking into account visual, ergonomic, and aural dimensions.
• Distill complicated problems into simple and elegant solutions
• Embrace the technical limitations and liberties present in our ecosystem as creative constraints
• Practice and educate the company on best practices in Service Design

Success in this role looks like:

• You’ve measurably improved the ability to capture user needs and wants through generative research, interviews, and testing
• You’ve improved the ability of the existing design team to deliver value to the company
• You’ve contributed to a clear and reasonable growth plan
• You’ve developed a positive rapport with the product and design teams executing your designs

Bonus Attributes:

• A formal design education
• Experience designing cross-platform services
• Experience designing business models
• Experience with modern digital consumer electronics

Additional Information

• Service Designer reports to Hammerhead’s VP of Product, Jess Braun.
• This is a hybrid position, based out of either Brooklyn, NY or Phoenixville, PA with the option to work from home 2 days per week. Relocation packages available.