UX Researcher and Service Designer

General:
. 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.

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:

o Conduct in-depth qualitative and quantitative research to uncover Citizen/Business/Public Officer needs, behaviours, motivations, and pain points.

o Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle.

o Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing.

. Data Analysis and Communication:

o Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights.

o Create compelling research reports and presentations to share findings with cross-functional teams and stakeholders.

. User-Centric Ideation and Problem-Solving:

o Facilitate workshops and ideation sessions prioritising user needs.

o Apply design thinking principles to creatively solve problems and envision innovative solutions.

. Customer Journey Mapping and Experience Design:

o Create customer journey maps and other artefacts to communicate research findings.

o Collaborate with cross-functional teams to develop a vision, strategy and plan to address key pain points and problems in the customer journey.

o Apply research insights to design seamless and engaging customer experiences.

o Collaborate with designers and developers to ensure usability and accessibility of service concepts and products.

. Performance Measurement and Improvement:

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

. Methodological Expertise:

o Keep abreast of the latest research methodologies, tools, and industry trends in both UX research and service design.

o Ensure methodological rigour in all research and service design activities.

GIS Skillsets:
. 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.

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