Service Design / User Research Expert

Service Design / User Research Expert Location of Services: Victoria (Remote anywhere in Canada) Branch/Dept/Office: Service BC & GDX Project Name: Government's Media Monitoring & Insights (MMI) Project and technology modernization This is a procurement for 1 of, User Experience Specialist Level 3 as further described in the Requisition and section 3 of this RFP, to work as the Service Design / User Research Expert on the BC Government's Media Monitoring & Insights (MMI) Project and technology modernization of the Province's Custom Web Platform. These roles can be performed remotely within Canada and resources must be available from 8:00 AM to 5:00PM PST or as per business needs. Estimated Work Start Date: 02-Jan-2025 Estimated Work End Date: 31-Mar-2025 Position: User Experience Specialist Level 3 # of Positions: 1 Standard Hours Per Day: 7.00 Estimated Work Days: 63.00 Leads multi-discipline teams in business transformation initiatives to align ministry specific programs and/or services with gov.bc.ca to ensure the web is best utilized as a platform for service delivery, using the Province's citizen-focused, evidence-based approach for web and service design Creates the Web Strategy and a plan to deliver on the Strategy to transform the business from the 'as-is' structure to the 'to-be' structure Primary liaison is with Senior Managers of the Program but may address the organization's executive including ADMs and Executive Directors; is a compelling and persuasive presenter Provides advice, recommendations and options; requires effectively communicating and obtaining buy-in of the Strategy with executives and senior management. Demonstrates a comprehensive level of knowledge in all three areas (Design Research, Information Architecture, and Content Development) but may specialize in one of the areas The Service Design / User Research Expert is required to have the following skills and experience: 1. The Service Design and User Research Expert will support the creation of a user-centered design by conducting in-depth user research and usability testing, helping to align with user needs, preferences and core team. In addition to the skills and experience set out above, the Proponents should demonstrate that the proposed Consultant(s) have the following additional skills and experience: 1. Experience: At least 5 - 10 years of experience in service design, user research, or UX within large-scale digital projects, preferably in the public sector. 2. Technical Expertise: o Proficiency in qualitative and quantitative research methodologies, including interviews, surveys, and usability testing. o Skilled in using UX and research tools like Figma, Adobe XD, User Testing, or Optimal Workshop for prototyping and testing. o Understanding of accessibility standards (e.g., WCAG) and principles of user-centered design to enhance inclusivity in the digital space. 3. Skills: o Strong analytical and problem-solving skills for interpreting user data and translating findings into actionable design insights. o Excellent communication skills to present findings and work collaboratively with cross-functional teams, including developers, designers, and stakeholders. 4. Certifications (optionally): UX Design Certification (Nielsen Norman Group or equivalent), Human Centered Design (HCD), or Certified Usability Analyst (CUA). The Contractor's responsibilities will include the following:

1. Conduct user research and gather insights to improve usability and functionality.
2. Collaborate with stakeholders to define and refine design requirements.
3. Modernized, Scalable Technical & Web Architecture
4. Sustainable Knowledge Transfer and Capacity Building

The Contractor's key activities will include the following: 1. Usability Study: o Evaluate current usability to inform design and functionality improvements across all user groups. o Identify workflows and opportunities for automation (AI) 2. Concept Creation & Solution Generation : Develop design concepts addressing key challenges. 3. Co-Creation & Design Validation: Facilitate team collaboration and build internal consensus 4. Recommendations for Redesign: o Define Feature Roadmap and priorities. o Develop wireframes and mock-ups. o Conduct light brand/UI refresh (style guide, look and feel). o Address accessibility needs. 5. Reporting: o Deliver reports and presentations to Core team summarizing insights and recommendations. o Market/competitor analysis to identify gaps and opportunities. o Conduct user research to understand the needs and workflows of MMI end users, including government stakeholders. o Design and facilitate usability testing sessions to iteratively improve system functionality and user experience. o Collaborate with documentation and technical teams to ensure that user insights are integrated into all project phases. The Contractor's key deliverables will include the following:

1. User Research Report: Findings from user interviews, focus groups, and surveys, identifying key user needs and improvement areas.
2. Usability Testing Report: Analysis of usability tests, including feedback and design improvement recommendations.
3. Prototypes/Wireframes: High-fidelity wireframes for key interfaces, incorporating user research insights.

The project is a high-impact initiative that requires a systematic approach to implementing the recommendations from a recent external review of the MMI system. The appointed vendor(s) will deliver specialized resources to address key areas, including architecture, automated testing, user-centered design, and documentation, all within a collaborative, transparent framework. The resources will collaborate with the core team members throughout the project and will contribute to the achievement of the following outcomes:

1. An architectural blueprint, risk assessment report, a proposed list of activities to March 31, 2025, in the first three weeks.
2. Training sessions, knowledge transfer plans, and quick-reference guides for ongoing maintenance and development.
3. A future-proof, scalable architecture for the MMI solution, ready to integrate current and future technology components.
4. A fully operational CI/CD pipeline and an automated testing framework that ensures quality control, facilitates rapid deployments, and reduces errors.
5. Complete and accessible system documentation that supports ease of use, maintenance, and knowledge transfer for internal teams.
6. A design framework informed by user insights and research, ensuring the MMI solution aligns with the needs of end-users and enhances usability.
7. Internal teams equipped to manage and maintain the MMI solution, reducing dependency on external vendors and ensuring long-term project sustainability.
8. Modernize our approach and the underlying technologies that we use to deliver bespoke web and application services for program areas across government. Veracity