Service Designer

Overview

As an hourly Service Designer you will be responsible for guiding government clients through design thinking processes incorporating human-centered and design thinking methods to solve end-to-end service and customer and employee experience challenges. You will plan, organize, and facilitate sessions that uncover pain points, identify opportunities to define vision and strategy, and develop creative ways to solve complex problems. You will serve as the voice of the end user, making sure their needs are considered and met within any proposed solution. Through qualitative and quantitative research, you will collect in-depth insights about the end-user. This information will help inform the design process and build user-friendly products based on feedback, not just assumptions. You will co-create solutions with clients to improve the success of technology implementations and work with multifunctional teams to translate business requirements into achievable technical components.

At LMI, we’re reimagining the path from insight to outcome at the new speed of possible. Combining a legacy of over 60 years of federal expertise with our innovation ecosystem, we minimize time to value and accelerate mission success. We energize the brightest minds with emerging technologies to inspire creative solutioning and push the boundaries of capability. LMI advances the pace of progress, enabling our customers to thrive while adapting to evolving mission needs.

Responsibilities

Develop research plans, interview guides, and lead teams in interviews with research participants. Collect participant insights through direct observation and testing. Conduct interviews or surveys of users or customers to collect info on topics such as requirements, needs and or interfaces. Inform, write, and review project proposals, test plans, and processes. This person will balance user and business needs, and positively shape strategy. They will conduct, and synthesize research with minimal supervision, and apply their deep knowledge of research methods, theories and approaches to proactively tackle undefined, complex challenges and consistently bring a big picture, strategic mindset to their work. They are excellent communicators and storytellers who make compelling artifacts and presentations that are framed appropriately for the audience and goals. They plan and facilitate collaboration between cross-functional team members and stakeholders and synthesize inputs into a research direction.

Qualifications

Required Education, Experience, & Skills:

• Minimum 5 years of experience in human-centered design and/or closely related areas (Design Thinking, Design Strategies, Service Design, Design-Led Research).
• Bachelor’s Degree, preferably in design, human-centered design, or related field.
• Proven record of planning and conducting research programs, developing insights, envisioning desirable human futures, and translating concepts into action.
• Thorough knowledge and demonstrated experience applying design thinking/HCD principles and tools to solve client challenges.
• Developed research plans, developed interview guides, and led teams in interviews with research participants.
• Collected participant insights through direct observation and prototype testing.
• Written, reviewed, and commented on HCD project proposals, test plans, and research protocols.
• Conducted interviews or surveys of users or customers to collect information on topics such as requirements, needs, and/or interfaces.

Preferred Education, Experience, & Skills

• Graduate degree in a design field, organization development, design innovation, human psychology or related field.
• Exceptional oral and written communication and presentation skills, with proficiency in multiple methods of visual communication.
• Experience in group facilitation, including with groups of senior organizational leaders.
• Ability to work in a fast-paced and dynamic environment.
• A deep, natural curiosity and strong interpersonal, verbal, and written communication skills.
• Ability to be nimble through constant change and unexpected challenges.
• Self-starter and results-oriented, able to work under minimal mentorship.
• Application and technology delivery experience.
• Experience may substituted for education in limited situations.