Service Designer

About the job

Client’s Innovation Office would like a Service Design Analyst to help with researching, facilitating and designing a universal process to apply, onboard, maintain and offboard from all Economic Self-Sufficiency programs (ESSS). These programs include CalFresh, Medi-Cal, Welfare to Work, and the County Adult Assistance Program. More than 100,000 clients and 1,000 employees in at least five buildings are involved with this integration effort. The service designer would work with cross-functional teams, clients and community partners to improve service delivery experiences for both the public and employees.

TASK AREAS

Task 1: Co-Create Service Experiences across Programs and Service Channels

1.      Develop and implement service strategies

2.      Research, analyze, write and report on the diverse needs of employees and the public

3.      Facilitate, create and maintain service blueprint and process maps

4.      Advise executives, managers and cross-functional teams as needed

5.      Build capacity to continuously improve service delivery

6.      Prepare programs for service delivery using a new, state-wide systems (CalSAWs)

7.      Manage projects as needed

Task 1 Deliverables:

1.      Usable and accessible process maps and service design blueprints

2.      Templates that teams across ESSS programs use for integration

3.      Interview guides, protocols and informed consent letters for research

4.      Project roadmap with a list of tasks and briefings as needed

5.      Wireframes and mockups of digital and non-digital services

6.      Content for the website and intranet

QUALIFICATIONS

• 6+ years of experience developing and implementing user experience, design research and/or service design research, 3 years of which for a government agency / project, designing processes for Economic Self-Sufficiency programs (ESSS) – i.e. CalFresh, Medi-Cal, Welfare to Work, Adult Assistance Programs, etc.
• 5+ years of experience in design research with experience in remote and in-person facilitation as well as process improvement.
• 4+ years of proven experience in the role as a design researcher or service designer;
• 3+ years of experience in the following:

a.      Working in an agile or equity-centered design practice that is values-centered, people-focused, iterative, experimental and measurable.

b.      Wire-framing, designing proof of concepts and prototypes, and meeting digital and non-digital accessibility and usability standards.

c.      Creating low- and high-fidelity wireframes, personas, profiles, experience maps or service design blueprints and other relevant deliverables

• 2+ years of experience utilizing Google Analytics for Service Design or related activities.
• Knowledge / use of iterative approaches to design, develop and deploy new government processes and/or websites for digital and non-digital services.
• Demonstratable experience providing concise documentation / reports surrounding service design.
• Candidate MUST provide a scope of work / approach for the task areas listed above.