UX Researcher and Service Designer

Responsibilities:

• Responsible for conducting research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions 

User and Citizen Insights: 

• Conduct in-depth qualitative and quantitative research to uncover Citizen/Business/Public Officer needs, behaviours, motivations, and pain points. 
• Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle. 
• Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing. 

Data Analysis and Communication: 

• Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights. 
• Create compelling research reports and presentations to share findings with cross-functional teams and stakeholders. 

User-Centric Ideation and Problem-Solving: 

• Facilitate workshops and ideation sessions prioritising user needs. 
• Apply design thinking principles to creatively solve problems and envision innovative solutions. 

Customer Journey Mapping and Experience Design: 

• Create customer journey maps and other artefacts to communicate research findings. 
• Collaborate with cross-functional teams to develop a vision, strategy and plan to address key pain points and problems in the customer journey. 
• Apply research insights to design seamless and engaging customer experiences.
• Collaborate with designers and developers to ensure usability and accessibility of service concepts and products. 

Performance Measurement and Improvement: 

• Define and track key performance indicators or relevant metrics to evaluate product and service effectiveness and identify areas for improvement. 

Methodological Expertise: 

• Keep abreast of the latest research methodologies, tools, and industry trends in both UX research and service design. 
• Ensure methodological rigour in all research and service design activities.

Required Skills & Qualification:

• Conducts user research with government data users to understand GIS workflows, needs, and pain points related to maps, dashboards, and data discovery. 
• Designs intuitive map interactions, dashboards, and data discovery experiences; creates service blueprints and user journeys that improve usability and adoption. 
• Collaborates with product, GIS, and engineering teams to prototype, test, and iterate interfaces, ensuring accessibility, inclusivity, and consistent data storytelling.
• Able to communicate well, strong conviction in the Government's mission and good user management skills 
• Experienced in running major projects with strong management skills 
• Can think of the big picture while being able to deep-dive into details if required 
• Able to hands-on and go onsite e.g. project sites if required.