Experience Designer

at  Transport for London

Organisation - Customers, Communication and Technology
Job - T&D Digital
Position Type - Full Time
Role: Experience Designer (Product Design)
Band: Band 3
Salary: £49,500 - £57,000, dependent on skills, knowledge and experience
Location: Pier Walk, North Greenwich – Hybrid working
Position type: Permanent
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.

KEY ACCOUNTABILITIES

• You will be accountable for the end-to-end delivery of specified work packages working in collaboration with stakeholders and teams across TfL (and 3rd party suppliers) to ensure key projects are delivered on time, to budget and to agreed standards of quality. Activities typically include:
  o Visual Design: sketching, creating visual design mock-ups, developing standards & guidelines, delivering design assets.
  o Interaction Design: mapping experiences and creating wire frames, user journeys and prototypes at different levels of fidelity and interactivity.

o Design Research: reviewing existing research, planning and conducting primary research and user testing activities.

• You will contribute to the development of TfL’s experience design centre of excellence through design methodologies in order to develop informed experience design strategies and principles that align and complement T&D strategies.
• You will consult and provide expert guidance to TfL’s stakeholders throughout projects from helping them shape visions, providing narrative to design proposals and including them during testing/acceptance to maximise customer satisfaction.
• You will propose, develop and own key continuous improvement activities which contribute to the maturity of the design team and deliver new ways of working to ensure the team delivers world-class user design experiences.
• You will manage and quality assure the work of 3rd parties incl. suppliers and contractors when required, ensuring TfL achieve maximum value from commercial engagements and to ensure projects are delivered on time, to budget and within quality parameters.
• You will provide design subject matter expertise and insight to product managers to ensure roadmaps are optimally informed and user needs and behaviours are sufficiently considered, during roadmap development and product change initiatives (You will also represent user needs which may not be explicitly defined by the users directly - e.g. behavioural traits).
• You will contribute to the maturity of the design team by managing knowledge incl. carrying out industry analysis and horizon scanning, delivering key insights and proposing new ways of working to the experience design team management.
• You will exhibit the value of world class design to TfL stakeholders (incl. senior managers) through innovative demonstrations (e.g. Beta testing or prototyping) in order to achieve advocacy and investment from key stakeholder groups.

SKILLS

• In-depth knowledge of visual design and interaction design is essential, and knowledge of design research would be desirable.
• Proactive and able to work independently to deliver key design activities and artefacts to strict deadlines.
• Time management skills, able to plan work and prioritise when necessary to meet objectives.
• Collaborative and able to work with different disciplines to achieve common goals.
• Able to structure and produce clear and well-researched design solutions for digital services and products.
• Impactful storytelling and presentation skills, able to deliver compelling messages to stakeholders.
• Computer literate and confidently able to use and quickly learn, a wider variety of applications and tools, including MS Office applications and latest industry standard design tools.
• Innovative and proactive, able to look at challenges from a different perspective and work towards developing new and effective ways of doing things.

KNOWLEDGE

• Ideally educated to a bachelor’s degree level or has the equivalent knowledge gained from professional experience.
• Service / Product design – a strong understanding of the full, end-to-end service / product design process and how different activities and deliverables inform each other, e.g. how research findings and strategy inform concept development and detailed design.
• Being adept at a wide range of human-centred research and design methodologies, e.g. understanding why and how methodologies are used, in each context.
• A good level of knowledge of project delivery methods, particularly Agile.
• Awareness of key business terminology and processes.
• Knowledge of primary and secondary research approaches e.g. basic surveys and desk research.

EXPERIENCE

• Experience in delivering complex design projects within multidisciplinary teams.
• Significant hands-on experience in the following areas: visual design, interaction design and ideally design research.
• Experience in contributing to a growing team, by sharing knowledge, defining shared methodology, producing reusable tools and pro-actively supporting colleagues.
• Experience delivering design work packages within a technology / engineering focused organisation.

Experience Designers play a key role in our growing team. They join a highly collaborative and creative area of TfL which is responsible for designing world-class digital products and services. The role holder is accountable for the end-to-end delivery of their assigned work packages on time, to budget and to the agreed level of quality. The role requires:
1. Product design expertise – Experience Designers help to deliver key design projects under the direction of Experience Design Leads and the Head of Experience. They work alongside Product Managers and other key stakeholders to:
– Identify challenges and opportunities for the end-to-end experience of the digital service, a digital product or feature
– Deliver research, design activities and artefacts
– Contribute to a shared future vision for the experience of a service
– Work alongside multi-disciplinary project teams throughout the design process, from discovery to delivery
2. Hands-on expertise in several of the following areas with a focus on product design: visual design, interaction design and design research.