Service Designer

Job Summary

We are seeking a Service Designer and Solution Strategist to join our team. This role is a unique blend of service design, user research, and product strategy. You will deeply understand user needs, design seamless service experiences, and translate ideas into structured, actionable solutions. You will work closely with cross-functional teams, vendors, and customers to deliver impactful, user-centric services and products.

Key Responsibilities

1. User Research and Understanding

• Conduct in-depth research to understand user needs, behaviors, and pain points through methods like shadowing, interviews, and observations.
• Analyze and synthesize research findings to identify opportunities for service and product improvements.
• Document research findings, theories, and methodologies used to inform solutions.

2. Service Design and Ideation

• Ideate and design end-to-end service experiences that answer the what, why, and how of user needs.
• Create service blueprints and swimlane diagrams to visualize service workflows and touchpoints.
• Align service design with the organization’s strategic direction and business goals.

3. Concept Validation and Prototyping

• Validate the feasibility of service concepts through prototyping and testing.
• Turn ideas into tangible solutions by creating low-fidelity and high-fidelity prototypes.
• Iterate on designs based on user feedback and testing results.

4. Customer Engagement and Workshops

• Engage with prospective customers to understand their needs and challenges.
• Conduct customized workshops for customers to co-create solutions and ensure alignment.
• Facilitate workshops internally to help stakeholders understand the solution and its value.

5. Solution Structuring and Delivery

• Turn validated ideas into structured, actionable solutions.
• Refine and prioritize user stories to ensure they are clear, actionable, and aligned with business goals.
• Collaborate with development teams to ensure the solution is implemented effectively.

6. Documentation and Knowledge Sharing

• Document research findings, design processes, and solution methodologies.
• Share insights and best practices with the team to foster a culture of continuous learning.

Qualifications and Skills

• Bachelor’s or Master’s degree in Design, Human-Computer Interaction (HCI), Business, or a related field.
• 5+ years of experience in service design, user research, or product strategy.
• Experience leading complex, user-centred design projects in government or the public sector, applying iterative design principles, and adapting based on user research and feedback
• Proven track record of designing and delivering user-centric services and solutions.
• Ability to map complex services and user journeys to ensure clear, actionable insights
• Experience ensuring designs are inclusive and meet or exceed accessibility standards
• Expertise in analysing both qualitative and quantitative data to inform design decisions and interpret user behaviour
• Strong experience in facilitating workshops, co-design sessions, managing stakeholder relationships across different levels and be able to articulate complex design concepts and through storytelling, evidence, and design artifacts
• Experience facilitating workshops and engaging with customers.
• Proficiency in design tools (e.g., Figma, Miro, Sketch, Adobe XD).
• Familiarity with Agile methodologies and tools (e.g., Jira, Trello).
• Basic understanding of prototyping and feasibility validation techniques.
• Strong analytical and problem-solving skills.
• Excellent communication, facilitation, and collaboration skills.
• Empathy for users and a passion for creating exceptional experiences.