Description
A World Leading Energy Company has an exciting contract opportunity for a Service Designer with User Research expertise who is from a Design background to join a Digital Product Team.About you:
- Has a real breadth in your strategic design expertise from research techniques to workshop facilitation to service design thinking and more importantly, doing?
- The ability to be highly independent, confident and flexible to adapt to a fluid landscape?
- A researcher who can be hands on as well as help steer projects?
- A holistic thinker, looking at, but also beyond the product experience?
- Someone who researches empathetically and thoroughly to build the foundation from which to define and design?
- A person who reads between the lines to extract the real story behind what's told (What people say they do, isn't many times what they actually do')?
- A champion of research that can show the value of it to one of the world's biggest companies?
Then this is for you.
Key Skills:
- An ability to investigate problem spaces in terms of people, business, industry and scenario
- An understanding of user and customer behaviour and psychology
- Capable to plan, manage and execute a course of work, be highly independent and flexible enough to adapt to a fluid project landscape. What does a week in the life look like?
- Ethnographic research In-situ observations of key stakeholders/service safaris
- Direct research Interviews of key stakeholders including writing discussion guides Landscape Analysis - Desk research - UX research of digital products; applications, platforms, data models etc. - Industry landscape analysis related to the subject area and that can be transferred - Macro trends analysis and synthesis into product vision
- Usability testing of services and products (through appropriate software)
- Document creation; Identifying key findings and extracting valuable insights, patterns and opportunities from all research avenues.
- Personas/archetypes - showing a deeper understanding of the people involved in the ecosystem
- Ecosystems, stakeholder flows etc.
- The ability to synthesise research and information into complex, yet simplified outputs
- Helping to own and shape the research proposition including a central knowledge repository
What would be really great is:
- Experience of, or openness to working in Agile ways and an understanding of Product Management backlogs, retrospectives etc.
- Your experience and ambition is even wider than research' and extends into lean and human centred design & innovation as well as the latest technologies and digital trends and initiatives
- An appreciation and understanding of service design practices ie consideration of the backstage workings and holistic proposition
- Keep up-to-date on the latest thinking in the world of digital business; having a real passion to bring the latest practices and tools to where and how we work
- Have an understanding or at least appreciation of digital development and technology
- Communicate work visually/diagrammatically as well as through the written word (Adobe Creative Suite experience desirable)
- Excited about working in a fast-paced, rapidly changing environment Design Deliverables:
- Conduct user/customer interviews with a select group of International Shipping customers and stakeholders ( maximum 8 users). Customer selection to be determined with SMH 2.0 Transformation Lead/PM and local shipping stakeholders.
- Research materials including interview scripts, consent waivers and documentation of all interviews
- Organising logistics of all user interviews
- Onboarding of international stakeholders to prepare for customer interviews
- Customer personas (for intl shipping)
- Detailed insights and high level recommendations about customer pain points and needs into the process re-engineering team
- Journey map the as-is and ideal journey for Intl Marine customers. Scenario 1: Manual interaction
- Journey map the as-is and ideal journey for Intl Marine customers. Scenario 2: Digital interaction
- Recommendations on how the manual and digital journeys interplay with each other and where the opportunities are to encourage digital adoption