Service Designer

Job Description:

Short Description:

The service designer will work collaboratively with stakeholders to develop a comprehensive understanding of the problem and ideate potential solutions to improve the delivery of services to District residents.

Complete Description:

Around the world, cities are bringing the practice of innovation into government as a way to address pressing urban challenges and improve the quality of life for residents. Washington, DC was selected by Bloomberg Philanthropies to receive a grant that funds local Innovation Teams (i-teams). This grant represents one of the largest private-sector commitments to civic innovation in our nation’s history.

Washington, DC’s Innovation Team is housed within the Client and is charged with providing ongoing innovation capacity to tackle major challenges in the District, especially when it comes to digital services and digital transformation. The i-team will work with government and community stakeholders to deploy a range of strategies, including data analytics, human-centered design, and digital technology to create bold solutions with speed and agility.

With rapidly advancing technology, increasing resident expectations, and the COVID-19pandemic, now more than ever, cities need to invest in digital innovation to deliver easily accessible services to residents. Local governments have made progress in enabling residents to carry out basic transactions online, but most cities have a long way to go to deliver the smooth, frictionless, integrated services residents have come to expect from the commercial sector.

This i-team will respond to this challenge by helping the District prioritize digital transformations that remove common barriers the District faces when transitioning to digital services. Each i-team city will not only dramatically improve the services they deliver but will also share lessons learned with cities around the world with similar digital ambitions.

The Role:

As a service designer, you will assist in delivering digital services that will positively impact District residents. The service designer will talk to stakeholders to develop a comprehensive understanding of the given problem and facilitate the ideation of potential solutions. You will lead problem scoping, qualitative research, data synthesis, ideation, prototyping and testing activities as well as help plan and execute co-creation workshops with stakeholders inside and outside city hall. The service designer will support in the planning and execution of community outreach events.

This is a term-limited position for one year with eligibility for renewal at the end of the one-year period.

About You:

The ideal candidate will have the following skills and experiences:

· 3+ years of professional experience in UX design

· Comprehensive understanding of human-centered design and design thinking

· Experience working on a design-driven and user-centric team

· Experience planning and executing user research

· Ability to synthesize complex qualitative data

· Ability to generate creative ideas to complex problems

· Experience developing and testing low-, medium-, and high-fidelity wireframes and other types of prototypes with stakeholders

· Experience designing a user journey map and ability to then identify touchpoints, channels, and pain points

· Ability to plan and execute co-creation workshops with relevant stakeholders

· Experience designing a Service Blueprint capturing all elements of the solution and the user experience

· Experience working as part of a team on agile projects with experience of agile rituals and ways of working

· Experience planning and executing community outreach events

Responsibilities:

· The main responsibilities of the Service Designer are as follows. It should be noted that stakeholder inquiry and insight should be involved throughout all parts of this process.

· Lead human-centered design projects alongside a team of other innovators

· Perform and manage user research

· Maintain ongoing relationships and communication with stakeholders to ensure a user-centered design process and constant feedback

· Design the User Journey Map and identify pain points and issues that need to be addressed in a given solution

· Generate creative, bold solutions to public sector challenges

· Plan and execute co-creation workshops with stakeholders in order to propose the most viable solution for the given problem

· Prototype and test potential solutions in order to validate ideas and iterate

· Design the Service Blueprint and prepare for presentation to the team and relevant stakeholders

Skills:

5+ years of professional experience in UX design. Required 5 years

Comprehensive understanding of human-centered design and design thinking. Required 5 Years

Experience planning and executing user research. Required 5 Years

Ability to synthesize complex qualitative data. Required 5 Years

Experience developing and testing low-, medium-, and high-fidelity wireframes and other types of prototypes with stakeholders. Required 3 Years

Experience designing a user journey map and ability to then identify touchpoints and pain points

Required 5 Years

Ability to plan and execute co-creation workshops with relevant stakeholders. Required 5 Years

Experience planning and executing community outreach events. Required 5 Years