Service Designer

at  Logistics Management Institute

Overview:
LMI is seeking an experienced Service Designer to support a team building this NDH. This directory will serve as a single source of truth for numerous stakeholders that may include commercial insurance companies, independent researchers, and numerous federal agencies. This individual will work as part of a cross-functional team, providing service design, user experience (UX), human centered design (HCD) support, through research, analysis, and recommendation activities associated with a transformative modernization initiative.
Current provider and healthcare directories are often inaccurate, fragmented, burdensome to maintain, rarely support interoperable data exchange or public health reporting, and are overall costly to the health care industry. A potential solution to this deficit is developing a centrally managed single source of truth, National Directory of Healthcare (NDH).

• Conduct UX discovery activities to understand stakeholder needs and pain points.
• Facilitate human-centered design workshops to engage large stakeholder communities in UX research and design activities.
• Develop detailed user personas and journey maps to illustrate stakeholder experiences from recruitment to retirement.
• Create comprehensive service blueprints that map out the entire service process, including front-stage and back-stage activities, systems, and touchpoints to ensure alignment between user experiences and organizational processes.
• Identify opportunities for improvement within existing processes and experiences.
• Design business processes and services to improve user experiences based on research findings.
• Prototype and test service solutions to validate assumptions and refine service offerings based on user feedback and iterative design processes.
• Collaborate with cross-functional teams, including IT, HR, Operations, and Marketing, to ensure a cohesive approach to service design that spans all relevant departments.
• Collect and analyze user feedback to inform recommendations for system and process improvements.
• Contribute to the development of an agency-wide UX initiative strategy, governance, and organizational framework.
• Document and communicate service design artifacts, such as service blueprints, journey maps, and process flows, to clearly convey design solutions to stakeholders.
• Align service design initiatives with overall business objectives and key performance indicators (KPIs).
• Champion service design thinking within the organization, leading workshops and training sessions to build capacity and understanding among staff