Service Designer – Senior

Submission Close Date : September 26, 2024

Estimated Start Date : October 14, 2024

Estimated End Date : October 13, 2025

Location : Remote / Edmonton

NOTES ON LOCATION :

The Service Designer will primarily work remotely; however, the Service Designer is expected to attend meetings or work sessions often (i.

e. quarterly) in Alberta on reasonable notice from the Province. At the time of providing such notice, the Province will advise of the expected duration of any such meetings or work sessions.

However, time to travel and any associated expenses to and from Edmonton will be at no cost to the Province.

The Province reserves the right to alter this work arrangement on reasonable notice to the Service Designer. The Contractor and the Service Designer will be consulted about the alteration in work arrangement;

however, the Province retains ultimate discretion as to the appropriate work arrangement.

Some travel within Alberta may be required to conduct field research and user interviews. The Province will make arrangements for travel for field research and user interview purposes where possible at no cost to the province.

Recruitment incentives and honorariums for user research are the responsibility of The Contractor.

POSITION REQUIREMENTS - Criteria & Qualification

MUST HAVE SKILLS :

• 2 years experience with service design research and outputs.
• 2 years experience working within a cross-functional product team in an Agile environment.

NICE TO HAVE SKILLS :

• 2 years experience planning, conducting, and analyzing findings from, creating representations of and reporting on qualitative field research.
• 3 years experience planning, conducting, and analyzing findings from, creating representations of, and reporting on co-design workshops with service users.
• 1 year experience planning, observing, analyzing, and reporting on usability testing of production or prototype systems.
• 2 years experience working as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping.
• 2 years experience working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation.
• 2 years working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and / or digital transformation projects such as the GoA.

ROLES AND RESPONSIBILITIES Description & Responsibilities

Description : Project Overview :

Project Overview :

The Government of Alberta ( GoA ) has embarked on transforming the work of government to deliver simpler, more efficient, and better services for the citizens of Alberta, thereby ensuring that the needs of Albertans are effectively met in the digital age.

The Province has a strategic role within government to drive efficiencies, innovation, and modernization. As part of this role, the Province is expanding the GoA’s digital delivery of services with the view of simplifying and providing better user experiences with interactions with the GoA.

The Digital Design and Delivery Division ( 3D ), formerly the Digital Innovation Office ( DIO ), is the Province’s new centre for digital delivery.

It was established to maximize capability and confidence in modern digital practice by ensuring service quality and value through standards and controls.

This includes utilizing human-centred design approaches together with agile methodology and modern data practices.

3D is currently working with the Ministries of Justice, Advanced Education, Indigenous Relations, Seniors, Community and Social Services, Children’s Services, and Service Alberta and Red Tape Reduction.

3D may establish working relationships with other Ministries throughout this engagement.

The Province requires ten (10) Service Designer(s) to work with 3D on service innovation, program review and digital transformation projects across the GoA.

The Service Designer will work as part of cross-functional program review or product delivery teams. These teams, led by GoA product owners and 3D work collaboratively and collectively participate in a full range of activities including field research, user story creation, backlog definition and refinement, and sprint planning and execution.

Digital transformation projects review the current state of services, identify future opportunities, and then deliver new services that are efficient, effective, and affordable.

The Service Designer(s) will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

Scope of Services :

It is anticipated that the Service Designer will be required for one (1) year; however, the Province may extend the contract for up to twenty-four (24) months on the same terms and conditions.

The Service Designer will be required on a full-time basis (7.25-hour workday), working across two (2) to three (3) projects.

Time, location, and frequency of work will vary depending on the needs of the particular project. At the end of each term, it is expected that the Service Designer may work a maximum of 1,960 hours, unless otherwise agreed upon with the Province.

However, a Service Designer may be required to work fewer or more hours depending on the nature and needs of their work, as directed by the Province.

Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities.

However, the following must be delivered (iteratively) over the course of the project :

• Integration of human-centred design methods into program review and digital transformation projects.
• Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.
• Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.

and identification of gaps, opportunities, and solutions.

Based on user and GoA needs, goals, priorities, and opportunities, a plan for and delivery of :

• User and behavioral field research.
• Co-design workshops.
• Prototype design and testing.
• Concept testing.
• Journey map and service blueprint development.
• Process mapping.
• Service prototyping.
• User story mapping and creation.
• Usability testing.
• Service performance measurement, analysis, and reporting.
• Strategy and roadmap documents or diagrams.
• A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.
• A plan for the integration of specific design and development work into the overall service experience and measurement of results.
• Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.
• A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.

The Province and the Contractor shall determine changes to Services and Materials as required. The Province and the Contractor will determine changes to Services and Materials through the Artifacts.

Terms and Conditions :

To find out more information or to apply for this position please send in your resume and cover letter to : bonnie.modef@kzenedge.

com or apply below. KZenEdge will conduct internal interviews with selected candidates.

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