Job Details: User Research and Service Design Consultant
If you are unable to apply via the portal, please email your CV and Cover Letter to us directly to recruitment@chambers.com
Overview
Chambers is in the process of integrating some of its data and insights offering into our submissions process to empower those that would like to actively engage in the ranking process. Using best practice, completion statistics, and researcher feedback, we would like to surface improvement recommendations to those that are willing to pay for it.
Main Duties and Responsibilities
Objectives
* Identify desirability and willingness to pay through research, using a set of value propositions and provocations
* Identify the best way to maximise the value of a new paid for offering within our existing flows
* Ensure the usability of the main flow is not impacted and the experience of the new tool is consistent with the existing service
Scope
* Focus on the scope of our submission ecosystem and balancing integrity of the free service, ensuring research impartiality is maintained
o It is assumed that this will include augmentation of the service diagram to illustrate seduceable moments and opportunities to improve usability and highlight and design efficient operations ( "human" & "technical")
* Work with the internal Product team, using Agile touch points to ensure they move at pace
* Collaborate and empower internal teams, including Technology, Product, Commercial and Research through the facilitation of the user research process and ensure maximum knowledge transfer
* Work with the internal tools: Teams, Sharepoint, Miro, Dovetail, Notion, Figma
* Collaborate with the Product Analyst to define product metrics and ensure long term tracking for success
* Recruitment: work with Chambers Product, Design, CS and Commercial, to identify "submission manager" users
* Scheduling and GDPR process is in scope - we have an emerging UR guild so the Product Design team can help with any operational things. They are emerging however.
Skills and Experience
* Ultimately we want to incorporate our submission improvements into the submission and My account area in order to increase revenue - for the additional feature but also to justify the yearly subscription increase. Work with the Product Designer (UX/UI) to create prototypes and guide the evolution of the service. Validate the evolution via user research.
* At this point we assume 3 iterations of 5-8 sessions with the target users. It might be less. We doubt we’ll get more in.
o Submission managers S1/S2
o Those that submit (Jack of all trades) S3/S4
o Submission consultants
* List of user needs within Dovetail and Notion
* Updated service map
* Use best practice Service Design practice to elicit requirement and align stakeholders
* Debrief per round to ensure maximum knowledge transfer and enable decision making
* Research sessions recorded and shared with the team
Timelines
Steering committee approval needed by early June.
At least 2 iterations done by Steering committee (the third if possible but we are aware recruitment is the issue here).
Equal Opportunity Statement
We are committed to fostering and promoting an inclusive professional environment for all of our employees, and we are proud to be an equal opportunity employer. Diversity and inclusion are integral values of Chambers and Partners and are key in our culture. We are committed to providing equal employment opportunities for all qualified individuals regardless of age, disability, race, sex, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. This commitment applies across all of our employment policies and practices, from recruiting and hiring to training and career development. We support our employees through our internal INSPIRE committee with Executive Sponsors, Chairs and Ambassadors throughout the business promoting knowledge and effecting change. As a Disability Confident employer, we will ensure that a fair number of disabled applicants that meet the minimum criteria for this position will be offered an interview.
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