Every year, millions of people interact with the City of Boston to do everything from finding information on City services to paying a parking ticket to starting a business. At Boston Digital Service, we believe these experiences should be easy to find, understand, and navigate. 

The Department of Innovation and Technology (DoIT) provides and maintains mission-critical technologies for the City’s more than 18,000 employees and the hundreds of thousands of constituents they serve. DoIT is focused on partnering with City departments to improve service delivery across the City. We’re a cross-functional team with a mission to better engage and communicate with our residents, improve the user experience of existing digital services, and build new systems.

The Service Designer will add a new capability to the Digital Service team - an ability to map and design user-centric, end-to-end services so that users can complete their goals and the government can deliver on its policy intent. Your work may involve the creation of or change to processes, products, and content across both digital and offline channels provided by different parts of government. If you are a systems thinker, a researcher, and an innovator or a strategist, you may be an excellent fit for this role.

• Develop a thorough understanding of existing service states and how they came to be developed.
• Create current state service blueprints of existing city services, with full visibility of the service delivery and constituent experience journeys of those services.
• Conduct user research to understand the needs, behaviors, and pain points of diverse stakeholders, including constituents, employees, and community groups.
• Facilitate workshops and co-creation sessions with stakeholders to collaboratively identify challenges and generate innovative solutions.
• Collaborate with cross-functional teams to integrate design strategies and research insights into product development and platform implementation, ensuring a seamless user experience.
• Communicate complex design concepts to stakeholders at all levels, using storytelling, evidence, and design artifacts to influence decision-making and direction.
• Evaluate the impact of policies and procedures on service delivery and recommend state law, city ordinance, and department policy changes that have a high potential to improve the City’s ability to serve the community.
• Design modern and human-centered city service experiences as part of the City’s service transformation journey.
• Embed accessibility and inclusivity into the design process to ensure equitable service delivery for all users.

• Build an awareness of design methodologies and a culture of continuous learning and improvement among team members and stakeholders.

• Manage projects effectively and efficiently while maintaining priorities, deadlines, and deliverables.
• Provide input into planning and estimates for upcoming work.
• May oversee contractors, vendors, or staff. 

• Perform related work as required.

• Bachelor’s Degree required in related fields such as user-centered design, anthropology, public administration, public policy, economics, information technology, data science, sociology, political science, urban studies, design or a related field, or equivalent professional experience. 
• Three plus (3+) years of experience in user experience (UX), service design, UI/UX product design, human-computer interaction, or equivalent, including significant experience in digital product development.
• Ability to map complex services and user journeys to ensure clear, actionable insights.
• Experience leading complex, user-centered design projects, applying iterative design principles, and adapting based on user research and feedback.
• Can submit a portfolio of relevant work. The portfolio should contain examples of products or services that are currently in use by a wide range of people. 
• Strong experience in facilitating workshops, co-design sessions, and managing stakeholder relationships across different levels.
• Can articulate complex design concepts through storytelling, evidence, and design artifacts
• Experience using research techniques such as moderated testing, unmoderated testing, card sorting, one-click tests, comparative design tests, tree tests, user interviews, surveys, heuristic reviews, heat/click map analysis, A/B and multivariate testing, and web analytics
• Experience with agile development methodologies and modern digital product delivery practices.
• Excellent interpersonal, communication, and project management skills.
• Ability to work with ambiguity and drive initiatives forward with limited information. 
• Proficiency in UX/UI design tools (Miro, for example).
• Project management experience is a plus, especially with multiple stakeholders (crafting scope of work documents, writing design briefs, managing timelines and coordinating schedules, building strategic plans, etc.)
• Familiarity with trauma-informed design and research methodologies preferred.

BOSTON RESIDENCY REQUIRED

Terms:

Union/Salary Plan/Grade: Non-Union/MM2-8

Hours per week: 35

Studies have shown that some people are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.