Service Designer

MO helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. We use human-centered design (HCD) to modernize and transform user and employee experiences. We’re a small team of interdisciplinary creatives with mission, impact, and service to others deeply rooted in our DNA. We’re naive enough to believe we can change the world and bold enough to take the chance to do it.

We combine design thinking with continuous discovery and delivery methods to drive visionary, human-centered products to market. Our custom solutions range in size from completely revamping an entire application to refreshing small pieces of a larger product. Everyone at MO directly impacts the direction and success of the company, and we own our roles. We value integrity, curiosity, and courage, and we operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. At MO, we delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!

Overview

Are you looking to make an impact? We are looking for a Service Designer, who brings a systems and experience design mindset to service and product design, to support our client in the U.S. Department of Veterans Affairs (VA). In your work and through your design and technical expertise you will improve the lives for Veterans, Caregivers, Survivors and Family Members by reducing barriers to accessing care and benefits within the VA.

In this position, you will be working in a small, cross-functional team of Researchers, Designers and Product Managers to understand and synthesize customer needs, strategize improved service delivery, and to help inform the design of innovative solutions inside various services within the VA. If you have experience integrating HCD practices into the enhancement of impactful, scalable services, and enjoy simplifying complexity into intuitive experiences, we’d love to hear from you. Previous experience working in a client services organization (i.e., consulting or a digital agency) is helpful but not required. A passion for our mission and civic design is a must-have.

How will you spend your time? 90% of your time will be spent on billable work, and roughly 10% of your time will be spent contributing to MO's culture and helping to evolve our HCD practice at MO.

What you'll do

• Customer-Centric Discovery: Implement approaches to discovery that establish clear research objectives, involve customers directly to understand their lived experiences and desires, and provide stakeholders with deeper insights into the environment, key opportunities, and challenges to address.
• Customer Insights and Design Opportunities: Proactively capture customer insights and design opportunities to support product managers in translating these insights into user stories and service requirements.
• Deliverable Creation: Create comprehensive deliverables that drive the service vision, utilizing a mix of research findings, experience principles, stakeholder and ecosystem maps, process flows, storyboards, customer profiles, journey maps, and service blueprints. Familiarity with accessibility design practices and experience in developing accessible artifacts is important for effective stakeholder engagement.
• Prototype Testing and Iteration: Engage customers in the development of the deliverables, prototype new ways of documentation and customer engagement and advance the solutions, so that they can become tools for future use, without expert guidance.
• Metrics and Impact: Contribute to Analyze and interpret data and metrics to measure the effectiveness and impact of service designs. Utilize data-driven insights to make informed design decisions.

What we're are looking for

• Passion for Social Impact Design: A strong desire to create positive social impact through design, demonstrated by at least 3+ years of experience in design and team collaboration on complex service design projects with diverse stakeholder relationships.
• Design Proficiency: Proficiency in at least four of the following capabilities: service design, design and user research, UX or UI design, interaction design, visual design, content design, design systems, design for behavior change and/or measurement and evaluation.
• Growth Mindset and Collaboration: A growth mindset and a love for continuous learning and exploration of new ideas and working methods. You should be adept at architecting radically collaborative environments with empathy, encouraging behaviors that lead to transformative experiences, and be willing to seek feedback, help and guidance when needed.
• User Advocacy and Accessibility: Strong user advocacy skills with the ability to simplify complex processes into service blueprints, user-friendly workflows, and interfaces. Fluency in accessibility standards and the ability to design according to established design systems.
• Design Tools and Prototyping Experience: Proficiency in modern design platforms such as Sketch, Figma, and Mural, as well as experience working in design systems and applying agile methodologies and toolsets to create user stories (e.g., GitHub, ZenHub). Experience with various prototyping methods, ranging from card sorts and paper/hand-drawn wireframes to mid/higher fidelity digital prototypes.
• Collaborative Integration: Ability to integrate and collaborate across design, product management, and engineering disciplines to identify priorities and create a shared understanding of UX and broader product direction.
• Consultative Approach and User Advocacy: A consultative approach with the ability to understand client expectations, work effectively as a team, and take accountability for delivering solutions that meet user needs. Strong advocacy for human-centered design (HCD) practices to ensure accessibility and inclusivity.

Perks

• A fun, dynamic working environment with an energetic and diverse team
• A REMOTE first work environment
• An inclusive culture where everyone is welcome
• Competitive compensation commensurate with experience
• Opportunities for career growth
• Full health benefits (85% medical premiums for employees and dependents, dental, vision)
• 401K plan
• Unlimited Paid Time Off (PTO)
• Short- and Long-Term Disability in addition to Life Insurance (company sponsored)

$100,000 - $120,000 a year

In support of the Colorado Equal Pay Transparency Act, and others like it across the country, MO's job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility.

Due to our work with government clients, our salary ranges are fixed within certain budget limits. Please make sure your salary expectations match the specified range provided below. While we offer competitive salaries, there's a minimum amount we won't go below for hiring, and the top end of the range is the maximum compensation we can offer for this position.

All MO team members are expected to collaborate with humility, embody our core values in their leadership, and to hold their team accountable to the same. MO leaders are expected to ensure we are always growing by tackling hard problems, being strategic, and learning from others.

MO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We value diversity and inclusion and encourage all interested candidates to apply. If you have more experience beyond what is detailed here, we’d be happy to take a look. If you meet most but not all of the requirements, we still want to hear from you.

This application will remain open until filled.