Service Designer

Title : Service Designer

Duration : 6+ Months

Location : Edmonton, Alberta

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.

Scope :

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

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 client needs, goals, priorities, and opportunities, a plan for and delivery of :

o user and behavioral field research;

o co-design workshops;

o prototype design and testing;

o concept testing

o journey map and service blueprint development;

o process mapping;

o service prototyping;

o user story mapping and creation

o usability testing;

o service performance measurement, analysis, and reporting; and

o strategy and roadmap documents or diagrams.