User Researcher with Service Design
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.