UX Service Designer

Responsible for conducting research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions.

User and Citizen Insights:

• Conduct in-depth qualitative quantitative research to uncover Citizen/Business/Public officer needs, behaviours, motivations, and pain points.

• Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle.

• Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing.

2.    Data Analysis and Communication:

• Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights.

• Create research reports and presentations to share findings with cross-functional teams and stakeholders.

3. User-Centric Ideation and Problem-Solving:

• Facilitate workshops and ideation sessions prioritising user needs.

• Apply design thinking principles to creatively solve problems and envision innovative solutions.

4.   Customer Journey Mapping and Experience Design:

• Create customer journey maps and other artefacts to communicate research findings.

• Collaborate with cross-functional teams to develop a vision, strategy and plan to address key pain points and problems in the customer journey.

• Apply research insights to design seamless and engaging customer experiences.

• Collaborate with designers and developers to ensure usability and accessibility of service concepts and products.

5.    Performance Measurement and Improvement:

• Define and track key performance indicators or relevant metrics to evaluate product and service effectiveness and identify areas for improvement.

6.    Methodological Expertise:

• Keep abreast of the latest research methodologies, tools, and industry trends in both UX research and service design.

• Ensure methodological rigour in all research and service design activities.