We’re looking for an experienced service designer to serve on multidisciplinary project teams with career civil servants, actively demonstrating the value of iterative development and user-centered design.
Our teams are working to improve a wide range of city services, including researching and redesigning our permitting processes, prototyping ways to change behaviors around recycling and composting, building the next generation of ATXFloods, , improving services for people experiencing homelessness, and creating city-wide standards for service design, web development, and user research.
You’ll also serve as an expert and educator in your discipline, establishing new practices that can work across departments and providing guidance and training for other fellows and city staff.
$75,000-$86,000, commensurate with experience
What you’ll do:
- Lead service design methods on a multidisciplinary team to reimagine how the City of Austin provides services.
- Create services and solutions that will meet the needs of different stakeholders that might have opposing opinions/view/working methods
- Create and implement a service design strategy that addresses findings from user research
- Produce service design artifacts including service blueprints, journey maps, prototypes, personas, and others
- Creatively prototype services and solutions in a demanding and unpredictable environment; pivot and adjust as needed
- Create metrics and methods for measuring progress and success, both during and after your engagement with project clients
- Continuously document process, key decision points, and progress
- Facilitate the implementation of new services and solutions by creating customized hand-off documents and processes
- Facilitate the training and buy-in of front-line staff
- Participate in establishing standards for services across the city to improve usability, accessibility, and efficiency
- Work with stakeholders to assess legacy systems and identify opportunities for improved user experience and the sustainability of future systems
- Share what we make and how we make it through meetups, blog posts, and other functions
- Serve as a subject matter expert in the hiring process for additional Design, Technology, and Innovation Fellows
What we’re looking for
- 3+ years of professional experience designing large-scale services using service design methods
- Experience collaborating on multidisciplinary teams; flexibility and openness to adapting service design methods to fit the needs of a multidisciplinary team
- Ability to prototype in different media - digital, analog, physical, atmospheric, etc.
- Ability to zoom in and out on a project; ability to shift from focusing on small details to understanding large system relations and understanding the relationships between
- Ability to communicate and teach the value of service design to other team members and stakeholders
- Ability to professionally and productively respond to unexpected hurdles
- A bias towards doing and making things real
- Willingness to pitch in and do what needs to get done, even if it is not part of the job description
- Willingness to ask for and accept help and feedback
- Comfortable with ambiguity; comfortable working on projects that might not have a predefined solution and/or scope
- Comfortable stepping up to lead when needed and stepping back when someone else is leading
- Knowledge of design thinking, user-centered design, and agile design methodologies, including expertise in determining when and how to use specific approaches, deliverables, and facilitation methods
- Experience facilitating workshops and other meetings across the stakeholder spectrum, from senior-level stakeholders to everyday users
- A passion for public service and a commitment to doing the hard work that’s necessary to improve our city services, especially the willingness to work on emotionally demanding topics.
- Three years of relevant work experience
- Graduation from an accredited four-year college or university with major course work in a related field. An additional 4 years of experience can substitute this education requirement.
- Must include an example of a service blueprint or journey map in your application.