Venesky-Brown’s client, a public sector organisation in Edinburgh, is currently looking to recruit a User Researcher with Service Design for an initial 12 month contract with option to extend on a rate of £500/day (Outside IR35). This role will be based in Edinburgh, however, attendance at the project site will only be required on an as-needed basis.
Responsibilities:
– Establish and collaborate with targeted user groups to gather information about their current experience, pain points and specific requirements
– Conduct focus groups and user research interviews; assist with usability testing; document findings and recommendations
– Understand qualitative and quantitative research methods
– Awareness of costs and budgets
– Confident in presenting findings and recommendations from user research to business users
– Work closely within a multidisciplinary team, including UX colleagues, UI developers and programmers
– Have an awareness of current technology / user-centred trends
– Ensure all work and research comply with the law and equal opportunities policies
– Be the Voice of the User for the project
– Assist with identification and creation of personas, drawing on existing and new ethnographic / demographic data and research
– Assist with the sourcing and recruitment of users that are representative of one or more persona groups
– Using proven experience and UCD-driven methodologies, conduct user research activities (quantitative and qualitative)
– Collaborate with others on the project team to ensure user needs are reflected in user journey maps
– Conduct usability testing through defined, iterative stages of the project
– Ensure an evidence-led approach is followed throughout, adhering to legal and ethical user research principles and governance
– Document findings for a range of internal and external stakeholders
– Apply service design principles to ensure end-to-end user journeys are cohesive across all touchpoints (digital and non-digital)
– Map and analyse as-is and to-be service journeys, identifying pain points, gaps, and opportunities for improvement across the whole service ecosystem
– Contribute to the creation and maintenance of service blueprints, aligning front-stage user interactions with back-stage processes and systems
– Work collaboratively with product, policy, operations, and delivery teams to ensure services are holistic, inclusive, and user-centred
– Identify and support improvements to service processes, workflows, and interactions that impact user experience
– Facilitate or support service design workshops and co-design sessions with stakeholders and users
– Ensure that user research insights inform service design decisions, service standards, and continuous improvement initiatives
– Support the definition of service design measures of success, including user satisfaction, accessibility, and service performance
– Consider accessibility, inclusion, and equity in the design of end-to-end services
– Champion a whole-service perspective, ensuring alignment between user needs, organisational goals, and operational feasibility
If you would like to hear more about this opportunity please get in touch.
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