Service Designer

Are you looking to make an impact? We are looking for a Service Designer to support our client at the U.S. Department of Veterans Affairs (VA). In your work and through your design expertise you will improve health outcomes for 16M+ Veterans, Caregivers, Survivors and Family Members by reducing barriers to accessing care and benefits within the U.S. Department of Veterans Affairs (VA).In this position, you will be working in a small, cross-functional team of Researchers, Designers, Product Managers, and Technical practitioners to support Veterans in a behavior change campaign so that they may access and use their benefits on VA.gov . If you have experience integrating HCD practices into the deployment of impactful, scalable services – with physical and digital touchpoints – and enjoy simplifying complexity into intuitive and accessible experiences, we’d love to hear from you.A passion for our mission and civic design is a must-have.What You’ll Do• Customer-Centric Discovery: Implement approaches to discovery that establish clear research objectives, involve customers directly to understand their lived experiences and desires, and provide stakeholders with deeper insights into the environment, key opportunities, and challenges to address.• Customer Insights and Design Opportunities: Proactively capture customer insights and design opportunities to support product managers in translating these insights into user stories and service requirements.• Prototype Design and Testing: Design, test, and rapidly iterate on service prototypes to evaluate assumptions with customers, co-create additional solutions with them to more closely address their needs, and thus iteratively move towards the envisioned state of service delivery.• Deliverable Creation: Create comprehensive deliverables that drive the service vision, utilizing a mix of research findings, experience principles, stakeholder and ecosystem maps, process flows, storyboards, customer profiles, journey maps, and service blueprints.• Metrics & Impact: Analyze and interpret data and metrics to measure the effectiveness and impact of service designs. Utilize data-driven insights to make informed design decisions.What We’re Looking For• Passion for Social Impact Design: A strong desire to create positive social impact through design, demonstrated by at least 2+ years of experience in design and team collaboration on complex service design projects with diverse stakeholder relationships.• Design Proficiency: Proficiency in at least four of the following capabilities: service design, design and user research, CX, UX, interaction design, UI, visual design, content design, design systems, design for behavior change and/or measurement and evaluation.• Growth Mindset and Collaboration: A growth mindset and a love for continuous learning and exploration of new ideas and working methods. You should be adept at architecting radically collaborative environments with empathy, encouraging behaviors that lead to transformative experiences, and be willing to seek feedback, help and guidance when needed.• User Advocacy and Accessibility: Strong user advocacy skills with the ability to simplify complex processes into service blueprints, user-friendly workflows, and interfaces. Fluency in accessibility standards.• Design Tools and Prototyping Experience: Proficiency in modern design platforms such as Figma and Mural, as well as experience working in design systems and applying agile methodologies and toolsets to create user stories (e.g., Zenhub, Jira, GitHub, Agile and Scrum methodologies). Experience with various prototyping methods, ranging from card sorts and paper/hand-drawn wireframes to mid/higher fidelity digital prototypes.• Collaborative Integration: Ability to integrate and collaborate across design, product management, and engineering disciplines to identify priorities and create a shared understanding of UX and broader product direction.• Consultative Approach and User Advocacy: A consultative approach with the ability to understand client expectations, work effectively as a team, and take accountability for delivering solutions that meet user needs. Strong advocacy for HCD practices to ensure accessibility and inclusivity.