The aim of the team is to improve and increase our digital and online services, realise efficiency savings and most importantly enhance customer experience.
Our focus is on changing the way we do things by understanding the needs of our users and designing services that make it easy for them to get things done online.
We're a creative team, made up of researchers, developers, service designers, project managers and content designers, who are passionate about the work that we do, and aren't afraid to challenge internal teams or processes to achieve the best result for the customer.
And there's so much more to do! We have some exciting projects on the horizon, so this is the perfect time to join us.
About the role
Over the last few years, the team has enjoyed great success, launching a new transactional website (canterbury.gov.uk), a news website (news.canterbury.gov.uk) and a visitor website (canterbury.co.uk).
We've invested in a digital platform that enables us to design processes and build digital products for a wide range of services. Recent services that have been launched, include:
- Report a missed bin
- Register for automatic car park payments
- Get planning permission advice
Business and user needs change regularly so we need to ensure that we're able to react to moving needs and priorities by delivering quality products quickly, in an agile way.
As a Service Designer, you will use a variety of insight and analysis to understand user needs, and work with service teams to design new processes - challenging the status quo to ensure that those identified user needs are met.
You will primarily use our customer experience management system, forms package and content management system (training will be provided) to build forms, workflows and content that deliver against user stories, again keeping the user at the heart of all of your decisions.
Reporting to the Product Manager, you will be open to challenge, and you will welcome feedback from the wider team at regular stages - as well as offering a critical eye to others.
You'll participate in regular team catch ups to ensure that projects are on track, and where blockages occur you may be required to assist other disciplines.
You will have a strong understanding of websites and how users interact with digital interfaces, and be passionate about the future of digital.
Your other responsibilities include:
- Fostering a culture of team involvement in user research, team analysis, design rationale and decision making based on user needs.
- Analysing failure within services and identifying root causes for that failure.
- Applying technical knowledge and experience to create and rapidly iterate service prototypes, considering multiple solutions, and testing them.
- Looking for commonalities in activities across services where products could be made, and identifying opportunities for cost reduction and improvement.
- Understanding user needs and identify where separate interactions and transactions with the council should act as one interaction or transaction that meet that need.
- Arranging these separate interactions into rational user journeys within that service.
- Understanding the existing supporting system of a service and design targeted improvements to that system to accommodate the new or improved service - both digital and process based.
If you have any questions, or would like to have an informal conversation before your application, please email firstname.lastname@example.org