OBJECTIVE OF ENGAGEMENT: A technical expert in user experience (UX) research to design and lead discovery and usability testing sprints identifying opportunities for innovation to improve the caseworker experience and workload under new work requirements in eligibility and compliance processes at DHS and county offices. This includes conducting user research through interviews, shadowing, and observation of frontline staff; analyzing current systems and data flows; and mapping the end-to-end user journey. The goal is to uncover pain points and inefficiencies, and produce actionable outputs including a journey map, user stories, and research artifacts to inform a prioritized roadmap of automation opportunities to reduce staffing burdens and modernize operations in anticipation of upcoming federal regulation changes.
The expert will communicate insights to cross-functional teams; working with the project, design, and development teams, product managers, and program staff on implementing the modifications to production.
Develop strong, trusted relationships with stakeholders to understand their challenges and constraints in a unique, public-sector environment; represent the voice of the user.
Required Skills: Experience in Health and Human Services or Benefits Delivery on Federally funded programs including SNAP, Medicaid, TANF or Unemployment Insurance
Deep technical subject matter experience in User Experience (UX) Research and User Centered Design practices
Two or more years of UX experience, with a focus on building and designing products, platforms, or services at scale.
Experience building successful product design based on research.
Experience across the full UX design spectrum, from ideation through execution, including information architecture, low-fidelity design, high-fidelity design, design systems, accessibility prototyping and user research
Experience building alignment with stakeholders.
Experience leading design for a product, platform, or service.
Experience with iterative or agile development methodologies.
Experience communicating complex information or ideas in an effective manner to foster understanding and acceptance of findings and recommendations.
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