Overview
The Service Designer will play a crucial role in a digital transformation project for the Scottish Government, focusing on creating a prototype for a core service aimed at enhancing user experience in accessing information and support. Collaborating with various stakeholders, the designer will ensure that the service is coherent, accessible, and user-centered, while also contributing to developing clear user journeys and design documentation necessary for the project's success.
Responsibilities
- Develop end-to-end service blueprints to capture user journeys and operational processes.
- Map current ('as-is') user journeys while designing improved ('to-be') service models.
- Identify pain points, risks, and opportunities for service optimization.
- Ensure alignment with Scottish Government service standards and design patterns.
- Collaborate with product, content, and engineering teams to shape navigation and task flows.
- Translate user research insights into accessible digital journeys.
- Contribute to creating wireframes, prototypes, and other service design artifacts.
- Facilitate co-design workshops to ensure consistency across delivery streams.
Requirements
- Proven experience in service design, ideally within a public sector or digital transformation context.
- Strong understanding of user-centered design principles and service design methodologies.
- Ability to create service blueprints and user journey maps.
- Proficiency in design tools for wireframing and prototyping.
- Knowledge of accessibility standards (e.g., WCAG 2.2 AA) and inclusive design best practices.
- Experience collaborating across teams and facilitating workshops.
- Familiarity with governance and documentation processes in service delivery.