Service Designer 7572-0716

at  Foilcon

KNOWLEDGE TRANSFER REQUIREMENTS:

• Conduct ongoing knowledge transfer throughout the assignment via regular meetings, touchpoints, and working sessions with LRC staff.
• Transfer all design, development artifacts, and source code, including all relevant and complete documentation, to the ministry’s designated repositories.
• Schedule dedicated knowledge transfer sessions to ensure completeness and allow LRC staff to ask for clarifications or follow-up questions.
  Skills
  Experience and Skill Set Requirements

KNOWLEDGE AND SKILLS:

• Strategic and operational planning.
• Service design principles, techniques, methodologies.
• Familiarity with the product operating model for organizations seeking technology-powered solutions that delight customers and also work for the business.
• Familiarity with the concept of a product trio (design lead, tech lead and product lead) leading the team in discovery, strategy and delivery activities.
• Strong facilitation skills to lead design discussions and negotiations, present recommendations and advice to stakeholders on design and strategy.
• Content strategy, inclusive writing, and user-centered design.
• Communicating complex information clearly.
• Government policies, standards, and legislation relating to digital service delivery.
• Journey mapping, user stories, information architecture, content auditing and evaluation, wireframing, prototyping, persona development, user research, and content testing.
• English language and accessibility standards
• Managing multiple projects with attention to detail.
• Political acuity, collaboration, and relationship management.
• Agile product development tools and techniques.
• Analyzing analytics, feedback, and user research findings.

TECHNICAL SKILLS - 50%

• Experience with Service design principles, techniques, methodologies.
• Proven ability to lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes, and methods.
• Sample portfolio of projects for mobile and web.
• Experience with wireframing tools like Axure, Sketch, Adobe photoshop, Wireframe
• Create original graphic designs (e.g. images, sketches and tables)
• Experience in quickly adapting designs based on user feedback
• Develop UI mockups and prototypes that clearly illustrate how sites function and look like
• Identify and troubleshoot UX problems (e.g. responsiveness)
• Illustrating design ideas using storyboards, process flows, journey mapping, sitemaps and other design artifacts
• Proven experience in leading and executing user research (qualitative and quantitative) with design thinking methodologies and user testing best practices
• Ability to lead UX design discovery sessions with business stakeholders to define personas, goals, user journeys, and pain points
• Experience with supporting Accessibility standards (WCAG 2.0) / AODA
• Proven experience using a variety of methodologies for software development lifecycle (e.g., Agile, waterfall, etc.)
• Experience with team collaboration tools such as Azure DevOps, Jira

OTHER SKILLS - 45%

• Familiarity with the product operating model for organizations seeking technology-powered solutions that delight customers and also work for the business.
• Familiarity with the concept of a product trio (design lead, tech lead and product lead) leading the team in discovery, strategy and delivery activities.
• Experience working closely with a product manager to deliver digital products and services
• Communicating complex information clearly.
• Strong facilitation skills to lead design discussions and negotiations, present recommendations and advice to stakeholders on design and strategy.

OPS EXPERIENCE - 5%

Ontario Public Sector is an experience an asset

MUST HAVES:

• Sample portfolio of projects for mobile and web.
• Experience with Service design principles, techniques, methodologies
• Ability to lead UX design discovery sessions with business stakeholders to define personas, goals, user journeys, and pain points
• Familiarity with the product operating model for organizations seeking technology-powered solutions that delight customers and also work for the business.
• Proven ability to lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes, and methods.
• Experience with Business architecture skills
• Experience with supporting Accessibility standards (WCAG 2.0) / AODA

PURPOSE:

To be a design leader on a team responsible for a portfolio of digital products supporting the Forest Resources Inventory service. To lead discovery activities for this team, providing expertise in the design, delivery, evaluation and maintenance of leading-edge user experience strategies and online experiences for citizens, businesses and OPS colleagues who use these services.
To work in close partnership with the team’s product and tech leaders, with a goal to build technology-powered solutions that delight our users and work for our Ministry.
The Service Designer is responsible for leading and coordinating multi-disciplinary service design projects aimed at mapping current state from a user-centered perspective and identifying opportunities for re-engineering service strategies, processes, methods, and practices. They will lead research and development of service design models and assess opportunities based on user-centered design to recommend cost-effective solutions supporting OPS business needs.

RESPONSIBILITIES:

• Lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes, and methods.
• Act as the primary service design consultant within multidisciplinary project teams, defining the project approach and leading key service design activities.
• Plan and execute user research to understand user expectations, behaviours and needs to inform design decisions.
• Plan, lead, and coordinate the design, development, prototype testing, and implementation of new solutions for service delivery.
• Review service design aspects post-implementation to assess performance of new processes and practices and facilitate continuous improvement.
• Respond to emerging business and policy issues and client requirements by developing and recommending innovative integrated/digital service delivery strategies and solutions.
• Lead the design, development, and deployment of tools, methods, processes, and standards to ensure the integrity and validity of the service design function and outcomes.
• Research and analyze the integrated service requirements of government, partner ministries, and customers, taking into account a user-centered perspective.
• Develop and recommend strategies to meet integrated service delivery objectives and ensure documentation of business processes, methods, practices, and associated tools is current and complete.
• Facilitate change management with service providers and client ministries to add new products and services across all service delivery channels.
• Participate in business planning activities, and coordinate service design engagement processes.
• Provide service design expertise to service leads, managers, clients, and users, including making presentations and recommendations to relevant senior executive
• Participate in project and advisory committees to provide service design advice and expertise, reports, and recommendations, and to coordinate testing, implementation, and post-implementation review planning.
• Research trends, developments, and best practices in service design to ensure projects reflect optimal processes, practices, methods, tools, and performance indicators.
• Lead, develop, and participate in knowledge-sharing initiatives to raise awareness and acceptance of service improvements, benefits, and understanding of potential risks incurred by inconsistencies.