RESPONSIBILITY
Responsible for conducting user research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions
1. User Research:
- Propose suitable research methodology. Conduct in-depth qualitative and quantitative research to uncover Citizen/Business/Public Officer needs, behaviours, motivations, and pain points.
- Identify appropriate subject profiles for research participants Recruit interviewees across NAC-identified user groups Coordinate all research-related activities and logistics
2. Data Analysis Skills:
- 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.
3. Project Management Capabilities & Communications:
- Plan, coordinate and facilitate minimum 10 engagement sessions with NAC stakeholders and end-users. Ensure that the engagements will cover a diverse user groups including
- o Members of Public interested in arts
- o Art Self-Employed Persons
- o Art Businesses directly associated with Singapore's arts sector
- Document and synthesize requirements and priorities. Build consensus to achieve final approvals on the full set of requirements documentations.
- Ability to independently drive internal and external stakeholder engagement sessions and build consensus
4. Methodological Expertise:
- Ensure methodological rigour in all research and service design activities.
EXPERIENCE AND SKILLS NEEDED
- A minimum of 2 years of relevant experience in areas of e.g. Customer Journey Mapping & Experience Design including Development of Site Navigation, Information Architecture and Content Inventory etc. in the same company
- Advanced degree, training, or certification in service design, UX design, HCI, or related design fields
- Knowledge of or experience working with Govtech or other Singapore Government digital tools and platforms (e.g. Isomer, SearchSG) to deliver services and experiences
- Strong ability to identify key research objectives in partnership with product, design, brand, and engineering teams to address research needs for various brands and projects throughout the product life cycle.
- Strong knowledge of various research methods and the experience to select the right research to do at the right time and synthesise insights into coherent, digestible deliverables that visually reflect those results, including service design blueprints, journey maps, and process flows.
- Proven track record that demonstrates systems thinking, teamwork, leadership, and project management.
- Familiarity with design and prototyping tools, such as: Figma, and/or Adobe Creative Suite
- Self-directed, organised, efficient a deep and insightful thinker who likes the challenge of a complex problem, and is an effective communicator, presenter, and negotiator.
- Commented [S(1]: Knowledge of or experience working with Singapore Government digital tools and platforms (e.g., Isomer, SearchSG)
Key Deliverables
- Research methodology and action plan proposal
- Internal stakeholder engagement session reports
- End-user research session reports
- Website audit analysis and recommendations report
- Comprehensive Website Content Strategy based on research findings
- Minimum twenty (20) detailed user journey maps covering key user scenarios
- One (1) new Information Architecture structure
- One (1) complete sitemap reflecting new structure
- One (1) comprehensive content inventory list
- One (1) content structure for the implementation of VICA chatbot for the new website.
Success Criteria
- Successful completion of all 20 engagement sessions with quality insights
- Delivery of comprehensive, actionable research findings
- Creation of user-centered information architecture that improves NACs website usability
- Stakeholder satisfaction with research process and outcomes
- Clear, implementable recommendations for website enhancement
