Steampunk is looking for a Service Designer to guide government clients through their Design Intelligence™ framework, using human-centered methods to solve organization and experience challenges. The role aims to improve how people interact with digital tools, specifically websites and mobile applications, to enhance the customer experience for individuals seeking lawful immigration.
Requirements
- 3+ years of experience in human centered design, service design, and/or customer experience design, translating user needs into concepts, personas, user journeys, information architecture, user flows, wireframes and visual design prototypes
- 3+ years of experience managing a design team as well as design-related planning, prioritization, and decision making
- Proficiency in design tools: Sketch, Mural, Figma, InVision, and Adobe Creative Suite
- Thorough knowledge and demonstrated experience conducting primary and secondary research including stakeholder and user interviews, design-thinking and co-creation workshops and applying those insights to personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints
- Experience working on a scrum team within the Agile delivery framework and experience integrating research and design into technical sprints including writing stories and story pointing
- Experience collaborating within a multi-disciplinary delivery team including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers
- Understand and embrace the specifications and constraints of a given technology, platform and/or operational environment and understand how research should be integrated into technological considerations
Responsibilities
- Manage the design team as well as design activities related to planning, prioritization, and decision making
- Lead and conduct user research and usability testing and translate those results into designs that will improve products in an iterative fashion with other designers, product managers, and engineers
- Lead discovery of user needs into concepts, personas, user journeys, information architecture, user flows, wireframes, and visual design prototypes with other designers, product managers, and engineers
- Develop low-fidelity and high-fidelity service blueprints and journey maps to visualize end-to-end user experiences, identify pain points, and collaborate with product owners, product managers, other designers, and engineers to shape service improvements that align with user and business needs
- Design and iterate on service prototyping using Figma and other tools to test, validate, and refine workflows, integrating feedback from usability research, stakeholder input, and real-world testing
- Ensure human-centered design principles and consistency across service touchpoint and digital experiences
- Collaborate with product managers, other designers, software developers, and client product owners to ensure that designs are properly implemented, regularly tested with users, and iteratively improved on
Other
- Ability to obtain a U.S. government Public Trust Security Clearance
- Current portfolio demonstrating ideology, methods, tools, skills, and craft
- Ability to think strategically and holistically and connect dots across multiple workstreams, stakeholder groups, and ecosystems
- Desire to keep pace with ever-changing industry tools and best practices with the ability to make recommendations as needed for the best outcome
- A natural curiosity for solving problems coupled with strong analytical skills