Service Innovation Designer

Overview

As part of the Innovation Team, this individual will serve as an internal user advocate and thought leader to help expand LWCC’s HCD capability. The role will lead and support service innovation projects – interfacing with internal and external stakeholders to develop and communicate insights, frame problems, identify opportunities and design solutions for customers.

Major Areas of Accountability

Design Research: Works with researchers to build an understanding of stakeholders, markets, and user experiences to inform design of service innovations that are grounded in a deep contextual understanding of customer needs. Supports a spectrum of design research activities, including:

• Research planning and preparation
• Secondary research of trends, products, and competitors
• Conducting user interviews and observation
• Data analysis
• Visualization of research outcomes (e.g., research insights, personas, customer journeys)

Service Concept Design and Development: Leads the concept generation, definition and execution (ideation) track of work within innovation projects. Supports and leads aspects of workshops and other co-designing activities with stakeholders designed to make use of research outcomes, including:

• Development of visual aids for facilitation (e.g., learning experiences and exhibits, informational diagrams, interactive workshop activities, dynamic user stories)
• Visualization codesign/workshop outcomes, including service concept illustration

Service Realization: Collaborates with various business stakeholders to design, develop, and launch new digital and analog services. Drives new service and experience design activities, such as:

• Development of prototypes to test aspects of service concepts with customers (e.g., storyboards, paper prototypes, wireframes, experience mock-ups)
• Development and maintenance of design requirements
• Usability documentation and testing
• Service touchpoint design (digital and analog) required for new or modified services

Support for the Innovation Team: Plays a key role in planning and build-out of a successful Innovation Team, developing an entirely new and exciting practice for LWCC

• Communicates effectively to ensure the Innovation Team’s work is understood across the organization and its stakeholders
• Plays a supportive role in organizational strategy development – vision, processes, people, pilot project pipeline, brand, and communications
• Helps sustain a learning culture by working to research, codify, and document foundational materials, systems, facility needs, and technology for the Innovation Team
• Serves as an ambassador for the Innovation Team within LWCC, externally at corporate events, and with LWCC partners and stakeholders
• Supports innovation training within LWCC as needed
• Collaborates within LWCC and with external partners on service innovations to transform the way we do business