Service Designer

Are you looking to make an impact? We have partnered with the U.S. Department of Veterans Affairs, the largest health care system in the nation and the second-largest in the world, to modernize the Veterans’ digital health experience. A sample of the many programs, experiences, and products we’re working on includes building the essential, integrated, and seamless user experience to improve access to care and health outcomes for 19 million Veterans. If you empathize and understand what an end-user wants and you’ve taken a complex ecosystem of systems (e.g., laws, policies, lines of business, business processes, enabling technology systems, products, programs) and can boil this down to the its simplest form within the necessary service design artifacts, built through an iterative approach, to drive consensus, alignment, co-creation, and decision making to transform experiences – please read on.

MO Studio is growing, and we’re looking for creative talent with a growth mindset who can jump right in and make seemingly unrelated connections across products and experiences. You have an up-to-date understanding of best practices, developments and trends in UX design, and enjoy interacting with the development team. You care deeply about human-centered design and about making the customer experience great.

What You’ll Do

• • Use design research techniques to uncover customer needs, employee, and stakeholder journey, needs, pain points and opportunities.
  • Use modern research, design, and dev tool stack (e.g., Slack, Mural, Sketch, FunRetro, Jira, GitHub, GitLab).
  • Synthesize research into insights, opportunities, service design artifacts, and additional design research tools to drive programs and products from ideas to products in market.
  • Understand, analyze, and map complex journeys, processes, and ecosystems.
  • Illustrate concepts and workflows with service design artifacts.
  • You know and can create the artifact with the right level of detail to drive designs and decisions forward, fidelity will likely include hand drawings, higher fidelity outputs from Adobe suite, to full wall spreads using plotter printers.
  • Design, coordinate, and facilitate co-creation workshops with cross functional stakeholders.
  • Use constraints across the three lenses (desirability, viability, and feasibility) to uncover the most meaningful pain points in the journey to address and uncover their underlying drivers.
  • Use data in the design and decision-making process and define measurements.
  • Develop conceptual sketches, proof of concept design, prototypes, MVPs, etc. at different levels of fidelity (e.g., hand sketches, wireframes, clickable prototypes).
  • Own the service design deliverables within a project such as personas, journey maps, storybooks, service blueprints, experience blueprints and other service design artifacts.
  • Participate in the design process, integrating the needs of the user, the business, and the team to deliver impactful products and solutions.
  • Provide input into the strategizing, planning, and designing activities and experiments for research and testing.
  • Lead and mentor more junior team members in the delivery of service design deliverables within multi-disciplinary product development teams.
  • Radically collaborate with multi-disciplinary team members, clients, and ecosystem stakeholders.
  • Provide input into an integrated product roadmap.
  • Influence product teams to identify and prioritize work; attend bi-weekly backlog prioritization meetings, sprint planning, daily standups, demos, retros, etc.
  • Foster a transparent environment that uncovers risks, develops mitigation strategies, removes blockers, and creatively finds ways around barriers.
  • Have strong communication skills and be able to confidently present and defend design decisions, all while keeping impacted influencers and decision makers aligned and focused on the customer and their experience.
  • Present concepts and finished work to the product team and customer for feedback in biweekly demos.
  • Translate service design artifacts into user stories and items in a product backlog.
  • Support the design, development, and maturation of new business processes, customer and employee experiences for our own company as we go through rapid periods of growth.
  • Help plan and lead or attend engaging events in our community, with our partners, etc. through workshops, conferences, etc. as an ambassador of our brand.
  • Support new business development efforts by providing expert information in white papers, proposals, design challenges, and client meetings.

Hard Skills

• • Our guiding principle is that if you’re excited about our mission, vision, and values and you think you’d be a great fit, please apply – checking every box is not a requirement.
  • Experience collaborating with multiple partners, defining the design challenge / opportunity, product vision, and the plan / process to deliver turn the vision into a reality, leading teams to the solution.
  • Strong sense of ownership, with matching capability to problem-solve and delegate.
  • Strong communication skills with the ability to collaborate with stakeholders and client teams.
  • Experience with both CX enterprise strategy and deeper into Agile product development.
  • An unyielding commitment to enable our brand standards and our customers brand standards.
  • Experience with or understanding of design thinking and Agile methodologies.
  • Strong portfolio illustrating service design artifacts.
  • Bachelor’s Degree, or equivalent project/portfolio experience.

Your Emotional Intelligence Quotient

• • You’re relentlessly curious, eager to grow, and never satisfied with ‘easy’.
  • You’re a gifted leader and creative who sees the world not from an “I” point of view but from a “we” perspective.
  • You have creative courage when tasked with opportunities and challenges.
  • You thrive in complex ecosystems and are proactive when faced with limited direction.
  • You practice radical candor and view feedback as a gift.
  • You’re passionate about working on and solving big problems.
  • You ask questions, find answers, and understand how to distill a vision into a solution.
  • You have high expectations of yourself and your team.
  • You’re a customer advocate and design thinking / human-centered design evangelist.