RQ00479 UX Researcher – Senior

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Account: Ontario Health

Supplier Assignment: RQ00479 - UX Researcher Senior

Job Title: RQ- - UX Researcher - Senior for Patients Before Paperwork (Pb4P) initiative

Office Location: 525 University Ave Toronto

Start Date:

End Date:

Business Days: 68.00

Assignment Type: Hybrid Up to 3 days onsite (subject to HMs discretion)

Must Haves:

8 years experience Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities including interviews personas surveys customer journeys usability testing and feedback loops

6 years experience Proven experience with DesignOps (Design Operations) and related processes management and optimization

6 years experience Strong documentation skills

Public Sector Experience: Nice to Have

Description

Background Information:

The Patients Before Paperwork (Pb4P) initiative is a comprehensive program aimed at reducing the administrative burden on Primary Care Providers in Ontario through the use of digital tools and processes. This initiative supports both new and existing digital health projects that work together to minimize traditional paper-based workflows such as faxing referrals and prescriptions writing clinical notes and manually completing forms. The initiative consists of 14 workstreams.

The purpose of this request is to acquire a resource to work alongside existing Leads User Experience Design (UX) and Customer Experience (CX) to identify and document existing DesignOps and ResearchOps processes and templates as well as identify any process gaps that exist. We are in the early stages of establishing a DesignOps function and have a need to formalize and document repeatable CX/UX processes to increase the speed and efficiency with which the teams can operate on Pb4P and future initiatives.

Must haves:

Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities including interviews personas surveys customer journeys usability testing and feedback loops

Proven experience with DesignOps (Design Operations) and related processes management and optimization

Good understanding of User experience (UX) design process

Extensive experience with research planning and participant recruitment

In-depth knowledge of survey development and management

Experience in task flow analysis generating user flows

Strong documentation skills

Excellent communications skills and ability to advocate for/champion CX/UX processes

Must be able to effectively facilitate remote workshops / design thinking session

Ability to multitask and work within a fast-paced environment

Experienced in Microsoft O365 including Word and Powerpoint

Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)

Responsibilities:

Work closely with Customer Experience (CX) and User Experience (UX) Senior Managers and Leads to collect data analyze existing workflows processes and templates and identify opportunities and gaps

Work with key partners (Privacy Security Legal Product) to determine what is required to obtain one-time approvals for repeatable CX/UX processes

Formalize and document efficient repeatable research and design processes for CX and UX teams

Plan and facilitate team and partner feedback sessions to ideate on ideal solutions and determine the clarity and effectiveness of proposed processes and templates

Iterate on documentation and templates to obtain any necessary approvals

Provide regular feedback to the Senior Manager Experience Design (UX) on progress and blockers

Communicate with Customer Experience teams and partners to socialize approved processes and templates

Perform other duties as assigned by management

Desired Skills:

A professional accreditation or certification in User Experience (UX)

UX research - 8 years experience planning and conducting research for web sites and applications (ex: comparative analysis interviews usability testing focus groups and surveys) performing thematic analysis and preparing insights reports

Participant Recruitment - Relevant experience in planning and recruiting for user research studies such as usability testing and interviews including managing screeners agreements and honorariums

Process optimization Expertise in documenting and streamlining workflows

Problem-solving - Strong analytical and problem-solving skills and ability to devise simple efficient solutions

Collaboration and Organization - A team player with a reputation for meeting deadlines managing competing priorities and maintaining client relationships

Decision-Making - Proficient at strategic decision-making skills related to design and research operations

Research tools - Good understanding of the limitations and appropriate use of research tools and software

Whiteboarding Tools - Experience with digital whiteboarding and collaboration tools such as Mural Miro and/or Figjam

Experience working in a health care setting and/or with digital health solutions

Experience working in the public sector

Required Experience / Evaluation Criteria:

Experience with UX research for complex web sites and applications across a range of platforms and devices. 10 Points

Experience planning and conducting user research activities including participant recruitment analysing feedback and presenting findings. 20 Points

Experience creating user flows wireframes (concepts) prototypes and mock-ups. 20 Points

Experience working in DesignOps function identifying efficiencies in design and research operations and implementing repeatable and scalable processes. 30 Points

Experience with championing customer and user experience processes across organizations. 10 Points

Proficiency in relevant tools and software such as Photoshop and/or Illustrator Mural Figjam and/or Miro (or similar whiteboarding tools) and TreeJack UserTesting and/or UXPin (or similar research tools). 5 Points

Experience working with WCAG and/or AODA compliant web sites and applications. 5 Points

Total Evaluation Criteria: 100 Points

Deliverables

Deliverables include but are not limited to:

Create CX and UX research process documentation including:

Overarching CX/UX Research Process
Usability Testing process
User survey process
User interview process
User feedback process
AODA testing process
Brand alignment and design system selection process flow
Process delta (outstanding processes to be documented)

Document new (or revise existing) templates for repeatable activities including:

UX Research Plan
CX Evaluation Plan
Experience Brief with Scope of Work and RACI Matrix
Insights Report
User Archetypes and Personas
Journey Maps
User Feedback Analysis
AODA Test Report
Regular status reports to Senior Manager Experience Design

Additional Terms

Term: The term of this Engagement Assignment is 68 Business Days. The Engagement Assignment may be extended for unused Business Days at Ontario Healths discretion.

The resource will comply with Ontario Health policies and procedures.

Ontario Health systems cannot be accessed from outside the province of Ontario and Ontario Health assets including laptops and related equipment cannot be removed from the province of Ontario without prior written approval from Ontario Health.

Assignment Type: This position is currently listed as Hybrid. The resource under this request will be required to work onsite as per Hiring Manager sole discretion.

Knowledge Transfer Details:

The resource will ensure full knowledge transfer is provided to the Ontario Health team before end of engagement. Some of this might occur at the end of the engagement but will also be shared as information is obtained/consolidated. Key deliverables will be shared with team.

The resource must provide all related documentation as part of knowledge transfer protocol. Documents will be reviewed by the appropriate leads and signed off by manager/director.

The resource will work collaboratively with the Ontario Health team throughout the assignment and ensure key deliverables milestones and documentation are shared.

A walkthrough of any demos development etc. will be required before the end of the engagement.

Supplier Comments

Account: Ontario Health Supplier Assignment: RQ00479 - UX Researcher Senior Job Title: RQ- - UX Researcher - Senior for Patients Before Paperwork (Pb4P) initiative Office Location: 525 University Ave Toronto Start Date: End Date: Business Days: 68.00 Assignment Type: Hybrid Up to 3 days onsite (...