Position Description
The Service Designer position will interact with all the stakeholders and assist in current state analysis and future state designs of the system by reviewing and updating the existing service blueprint and usability study to identify the human interactions with the system; identifying all manual processes, understanding the supporting processes, reviewing and updating the data journey maps, front end designs, and generating use cases that cover the potential use of the system by individual hospitals and healthcare systems.
If you are a creative individual who can focus on comprehensive understanding of organization's service and the underlying resources and processes, easily discovering weaknesses and opportunities for optimization, providing strategic benefits for the business, with a passion for designing visually appealing and user-friendly experiences, we would love to hear from you. Apply now to join our dynamic iCUBE team!
Duties
Develop prototypes, services blueprints, mock-ups based on the current state assessment and desired target state and collaborate with cross-functional teams to create visually appealing and user-friendly designs, which includes:
- Perform User Research to ensure right questions are asked in order to get the right answers during the discovery phase of the project (work from user perspective, but ensure that business, technical and operational perspectives are also strongly considered.
- Have a big vision - clearly see an ideal state - ability to work backwards from the future state to the current stat, as well ability to work forwards from understanding of the current business and needs to the future state.
- Manage Stakeholders - influencing and shaping stakeholders objectives. Working with top management to support the future vision and priorities for service transformation.
- Conduct Data Discovery phase sessions with stakeholders, build Data Flow Diagrams (a major starting point and input for further data analysis and data modeling):
- Problem framing - starting with “Why…?” to understand the goals and outcomes, types of users, their needs. Analyzing the potential business and operational impact of proposed solutions and changes to the existing process/service. Aligning business metrics to progress measures.
- Qualitative and quantitative research - analyzing feedback and observations to learn why things are the way they are. Discovering what has happened in the past.
- Transformation - turn insights into ideas that create opportunities for how things could work, present supporting data to show how things are.
- Gather Requirements from stakeholders, assess current state:
- Design the User Experience/Journey Maps to better understand the end users' journey, how different elements and components of a service work together in the system, organization and across multiple healthcare providers, identify pain points and issues that need to be addressed in order to propose the best viable solution.
- Plan and Execute Co-creation Workshops with stakeholders in order to propose the best viable solution for a given problem.
- Build a Digital Prototype - create a working prototype of a "to-be" user journey, in order to test and improve solutions with user feedback.
- Present the Prototype Solution - create a presentation and demo to the stakeholders, gather the feedback to ensure that the solution is effective, usable, and meets the needs of the target audience.
- Design Service Blueprints to reflect the stakeholders perspective and coordination of multiple departments (omnichannel experiences, multiple touchpoints and cross-functional efforts, including all underlying resources and processes).
- Scope the specifications - create detailed documentation or specifications for future development, including functional and non-functional requirements.
- Present Service Blueprints to the client, make the necessary adjustments and finally deliver it to the client.
- Prioritize - prioritize suggested changes, capture assumptions.
Continuous service improvement:Collaborating with stakeholders on all levels, challenging how things work, identifying further opportunities for improvements across the system, services, processes and end-user experience to improve efficiency.
Qualifications
The Service Designer position will interact with all the stakeholders and assist in current state analysis and future state designs of the system by reviewing and updating the existing service blueprint and usability study to identify the human interactions with the system; identifying all manual processes, understanding the supporting processes, reviewing and updating the data journey maps, front end designs, and generating use cases that cover the potential use of the system by individual hospitals and healthcare systems.
If you are a creative individual who can focus on comprehensive understanding of organization's service and the underlying resources and processes, easily discovering weaknesses and opportunities for optimization, providing strategic benefits for the business, with a passion for designing visually appealing and user-friendly experiences, we would love to hear from you. Apply now to join our dynamic iCUBE team!
In addition, the candidate shall be:
- Proficient in building using customer journey mapping using: MS Visio, Lucidchart, OmniGraffle, Miro, etc.
- Proficient in creating wireframes and prototypes using: Figma, Invision, UXPin, Adobe XD, Sketch, Axure or similar tools to work with developers to provide accurate design specifications.
- Experience in using and building appealing video presentations such as: Adobe After Effects, Vimeo, Visme, etc. to create motion graphics, animations, infographic videos, etc.
- Strong knowledge in using web analytics and customer feedback survey tools: Google Analytics, Adobe Analytics, and Google Forms, Qualtrics for data analysis to inform design decisions.
- Proficient in Adobe Creative Suite, including Photoshop, Illustrator, and InDesign.
- Develop and maintain design systems and style guides.
- Conduct CX related user research and usability testing to gather insights for design improvements.
- Collaborate with developers to ensure seamless implementation of designs.
- Familiarity with SCSS for efficient and modular CSS development.
- Experience working with SharePoint for design collaboration and document management.
- Knowledge of RESTful APIs for integrating design elements into web applications.
Additional Qualifications:
- Bachelor's degree in Business Analysis, Graphic Design, Interaction Design, or related field
- Proven experience as a Business Analyst, Service Designer or similar role
- Strong portfolio showcasing a range of design projects
- Proficient in industry-standard design software and tools, including Adobe Creative Suite
- Excellent communication skills and ability to effectively collaborate with cross-functional teams
- Detail-oriented with strong problem-solving skills
- Ability to prioritize tasks and meet deadlines in a fast-paced environment
- NN/g UX Certification is a big plus
