Plan and conduct mixed-method research throughout the discovery process, including generative interviews, contextual inquiry, concept testing, usability testing, and the synthesis of findings into actionable insights.
Define and structure problem spaces and develop appropriate research questions for 0-to-1 products where the product direction is still evolving.
Create end-to-end service journeys, ecosystem maps, and touchpoint analyses that connect the front-stage user experience with back-stage systems, processes, and operations.
Plan and facilitate workshops where required, including sessions focused on problem framing, ideation, prioritisation, stakeholder alignment, and team collaboration.
Convert research findings into design hypotheses, opportunity areas, and prioritised recommendations that guide product and design decisions.
Collaborate closely with product, design, and engineering teams, while engaging agency stakeholders and public officers as both research participants and project collaborators.
Present research insights clearly and concisely to both technical and non-technical audiences, including senior stakeholders, through effective readouts, reports, and research artefacts.
Qualifications
At least 5 years of experience in UX research, service design, or product research, with proven experience conducting discovery work for 0-to-1 products.
Strong knowledge and application of qualitative research methods, with the ability to incorporate quantitative data where relevant.
A portfolio demonstrating service design deliverables, such as journey maps and service blueprints, together with other research outputs.
Strong workshop planning and facilitation skills, with experience working with diverse stakeholder groups.
Ability to work effectively in ambiguous environments and independently develop and structure a research strategy with limited guidance.
Strong stakeholder management skills and the ability to communicate clearly, concisely, and effectively.
Preferred Skillsets
Experience working within government, the public sector, or similarly complex environments involving multiple stakeholders.
Familiarity with accessibility and inclusive design principles.
Experience conducting research with both external users, such as citizens, and internal users, such as staff members, operators, or public officers.
