Responsibilities and experience
- Understanding and articulating clearly how services need to change from a user-centred, system, and business perspective
- Plan and execute system mapping, customer journeys, scenarios and service specifications of users and defining how and what organizations need to so that they deliver services more effectively
- Working closely with user researchers to define and communicate people’s needs
- Work closely with researchers, visual and user experience designers contributing to the improvement of the design quality and final user experience.
- Collaborate with product owners and leaders to drive product strategy and the development roadmap
- Identifying how organisations can reduce cost of delivery and improve outcomes through re-design of user experience, business processes, and better collaboration across systems
- Setting future visions for products and services that inspire and meet the needs of customers
- Designing, building, and setting usability tests for service and product prototypes, working from sketches into quick prototypes that can be iterated with feedback
- Being critical during the design process of the balance of power in service structures and challenging how people can be empowered and supported to thrive in their environment
- Designing with technologists and developers to take a service live
- Facilitate workshops with diverse groups of clients and stakeholders.
Measuring and evaluation
- Defining key metrics and measurements for organisations to evaluate their impact, supporting them to use this data to iterate what they deliver
- Evaluating the cost of a service delivery
Designing organisations and propositions
- Co-designing with our clients and communities to design new service models and value propositions, defining how organisations can re-organise themselves to deliver products and/or services
- Taking research into actionable insights and communicating this in a succinct and human-centred way to stakeholders
- Working with researchers and analysts to define unmet needs of people who may not use services, and defining how organisations can independently or collaboratively meet these needs
- Analysing and directing on how organisations need to change to deliver more effective services
Coaching and supporting organisations
- Supporting teams and organisations to develop the cultural conditions, practices, and rituals to design user-centred services
- Teaching organisations how to design better services, and providing coaching to develop these capabilities, outlining where this is best placed in an organisation
Teamwork and daily practice
- Keeping our projects on time and budget and reporting to our project directors and Head of Delivery
- Working to the highest ethical and moral standards of research and design practice, promoting inclusive design practice at all levels of your work
- Providing input and critical thought at our show and tells and design crits
- Supporting the development of Snook’s internal processes and tools
- Bring an optimistic and entrepreneurial mindset to our work, supporting directors to spot and enable new opportunities in the world
- Having confidence and experience in the end-to-end journey of a project, from navigating sales through to end delivery
- Having confidence in agile practice and language related to the design process