Job summary
SABP Digital has the complex challenge of running and building secure and robust digital platforms to deliver and enhance healthcare, as well as acting as an enabler to improve clinical operations and deliver the best value for money from the Trust's investment in technology.
As a UX Research Specialist, your goal is to help deliver the best possible experience to our users to become an advocate for all our user needs and ensure we deliver a delightful user experience with the highest level of effectiveness, ease of use, and stakeholder/client happiness across our service and digital touchpoints.
By gaining a deeper understanding of users' needs and behaviours, as well as measuring current user satisfaction, you will work to identify areas of improvement to the current experience as well as identify strategies and ideas for future experiences. Additionally, you will work cross-functionally to gain unbiased insights, assessments, and goals from internal and external stakeholders, and help inform the product design and development process.
The post holder will have an excellent level of understanding of user research methods and best practices of user-centred design.
Main duties of the job
Suitable for someone who has knowledge and experience of integrating/translating user research and insights into product and service design improvements and design practices (familiarity with design tools and some design ability preferred). Is an expert at creating journey maps and persona mapping. Has a solid understanding of good/bad designs and can evaluate and identify usability issues and recommend/co-design solutions. Possesses excellent interpersonal, analytical, communication, presentation, negotiation, and collaboration skills. Able to focus and drive project completion while synthesizing many inputs and collaborating with multi-disciplinary teams. Able to work quickly and flexibly in a rapidly changing environment.
About us
Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages with mental ill-health and learning disabilities in Surrey and North East Hampshire. We also provide social care services for people with a learning disability in Croydon and ASD and ADHD assessment services in Hampshire.
We actively seek to engage people who use our services and our communities in improving the mental wellbeing of the local population. We work closely with other NHS and voluntary sector organisations who provide services and support people who use services and carers.
Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast.
Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach.
For international travel, both Gatwick and Heathrow airports are nearby.
Please note that we reserve the right to close posts as soon as sufficient applications are received.
Working-from-home contracts do not attract high-cost area payments.
We look forward to receiving your application!
Job description
Job responsibilities
Key Responsibilities
- Develop and maintain a good knowledge of the relevant project topic, including those relating to clinical and business benefits. Identify and define the user cohort as influenced by the product development requirements/vision
- Understanding the needs, motivations, and emotions of our users in a relevant context
- Design and execute user research and design validation projects with a high degree of capability, using a range of methods both qualitative and quantitative (e.g., field studies interviews, surveys, moderate/unmoderated remote testing, analytics), that fit the product development timeline/roadmap, and leverages our local design and development teams
- Tracking and analysing customer journeys/encounters to identify gaps, errors, inconsistencies, and possible areas of improvement in product design and development
- Examine existing data and product/service designs to generate and execute research plans and improvement ideas
- Ensure effective communication of research findings through a range of channels (e.g., presentations, storyboards, journey maps, affinity diagrams, etc.) to internal and external stakeholders and the design team to make research findings convincing and actionable for both research experts and non-experts
- Helping the Trust improve UX processes and interactions to create a positive user experience for all
- Help define UX goals & metrics in collaboration with Designers, Developers and Program and Product Manager
- Collaborate cross-functionally, to synthesize and map user needs, insights, business goals, and design thinking into actionable solutions and delightful experience
- Creates clear and concise documents to support user research activity and insights
- Maintains up-to-date awareness of NHS Digital and NHS Policy and proposes subsequent required amendments to project policy/practice
- Organise and execute agile research/validation sprints for digital and service touchpoints (e.g., field research, usability testing, contextual inquiry)
- Plans and prioritises own work and that of others to ensure deadlines are met. Adjusts plans to accommodate the short notice and ad-hoc changes to meet day-to-day business requirements and unexpected or emergency demands, while maintaining overall quality and integrity
- Subject matter expert on user experience research, sharing this knowledge and guiding the team on the best approach
- Proactive in identifying and addressing ongoing professional development of self and direct line reports
- Works independently and/or as part of a team, seeking direction from more senior colleagues and stakeholders as required
- Works on own initiative and understands what results or standards are to be achieved
- Treats all colleagues and stakeholders with respect, and ensure that the work environment is secure, mutually supportive and free from harassment and discrimination
- Travel across Trust sites as required
- Provide management cover for other Digital Teams as required including deputising for the Product Manager if needed
Job description
Job responsibilities
Key Responsibilities
- Develop and maintain a good knowledge of the relevant project topic, including those relating to clinical and business benefits. Identify and define the user cohort as influenced by the product development requirements/vision
- Understanding the needs, motivations, and emotions of our users in a relevant context
- Design and execute user research and design validation projects with a high degree of capability, using a range of methods both qualitative and quantitative (e.g., field studies interviews, surveys, moderate/unmoderated remote testing, analytics), that fit the product development timeline/roadmap, and leverages our local design and development teams
- Tracking and analysing customer journeys/encounters to identify gaps, errors, inconsistencies, and possible areas of improvement in product design and development
- Examine existing data and product/service designs to generate and execute research plans and improvement ideas
- Ensure effective communication of research findings through a range of channels (e.g., presentations, storyboards, journey maps, affinity diagrams, etc.) to internal and external stakeholders and the design team to make research findings convincing and actionable for both research experts and non-experts
- Helping the Trust improve UX processes and interactions to create a positive user experience for all
- Help define UX goals & metrics in collaboration with Designers, Developers and Program and Product Manager
- Collaborate cross-functionally, to synthesize and map user needs, insights, business goals, and design thinking into actionable solutions and delightful experience
- Creates clear and concise documents to support user research activity and insights
- Maintains up-to-date awareness of NHS Digital and NHS Policy and proposes subsequent required amendments to project policy/practice
- Organise and execute agile research/validation sprints for digital and service touchpoints (e.g., field research, usability testing, contextual inquiry)
- Plans and prioritises own work and that of others to ensure deadlines are met. Adjusts plans to accommodate the short notice and ad-hoc changes to meet day-to-day business requirements and unexpected or emergency demands, while maintaining overall quality and integrity
- Subject matter expert on user experience research, sharing this knowledge and guiding the team on the best approach
- Proactive in identifying and addressing ongoing professional development of self and direct line reports
- Works independently and/or as part of a team, seeking direction from more senior colleagues and stakeholders as required
- Works on own initiative and understands what results or standards are to be achieved
- Treats all colleagues and stakeholders with respect, and ensure that the work environment is secure, mutually supportive and free from harassment and discrimination
- Travel across Trust sites as required
- Provide management cover for other Digital Teams as required including deputising for the Product Manager if needed
Person Specification
Qualifications
Essential
- Degree in Human-Computer Interaction, User Experience, Psychology, Information Science, or a related field, or equivalent practical experience.
- Evidence of recent and relevant continuing professional development.
Experience
Essential
- Highly experienced in conducting qualitative and quantitative user experience research using a variety of research methods with a demonstrated understanding of the strengths and shortcomings of the different methods
- Recent experience or in-depth knowledge of organizing and executing agile research/validation sprints for digital and service touchpoints (e.g., field research, usability testing, contextual inquiry)
- Experience of mentoring junior members of staff in user research methods and line management experience
Desirable
- Experience/Knowledge of working in healthcare sector
- Leadership experience
Knowledge and Skills
Essential
- Skilled in developing and maintaining a good knowledge of the relevant project topic. Able to identify and define the user cohort as influenced by the product development requirements/vision
- Ability to track and analyse customer journey/encounters to identify gaps, errors, inconsistencies, and possible areas of improvement in product design and development
- Subject matter expert on user experience research, sharing this knowledge and guiding the team on the best approach
- Knowledge of Kanban boards, virtual work collaboration tools, MS Office, Jira, Confluence, other similar software packages
Desirable
- Maintains an up-to-date awareness of NHS Digital and NHS Policy and proposes subsequent required amendments to project policy/practice
Communication/Relationship
Essential
- Ability to understand the needs, motivations, and emotions of our users in a relevant context
- Able to effectively communicate research findings through a range of channels (e.g., presentations, storyboards, journey maps, affinity diagrams, etc.) to internal and external stakeholders and the design team to make research findings convincing and actionable for both research experts and non-experts
- Collaborate cross-functionally, to synthesize and map user needs, insights, business goals, and design thinking into actionable solutions and delightful experience
- Creates clear and concise written documentation to support user research activity and insights
- Proactive in identifying and addressing ongoing professional development of self and direct line reports
Planning/Organisational
Essential
- Able to support the Trust in improving UX processes and interactions to create a positive user experience for all
Information Technology
Essential
- Awareness of trends within the digital domain
Desirable
- BCS certification in digital/IT
- Knowledge/familiarity with NHS Digital principles and policies
Person Specification
Qualifications
Essential
- Degree in Human-Computer Interaction, User Experience, Psychology, Information Science, or a related field, or equivalent practical experience.
- Evidence of recent and relevant continuing professional development.
Experience
Essential
- Highly experienced in conducting qualitative and quantitative user experience research using a variety of research methods with a demonstrated understanding of the strengths and shortcomings of the different methods
- Recent experience or in-depth knowledge of organizing and executing agile research/validation sprints for digital and service touchpoints (e.g., field research, usability testing, contextual inquiry)
- Experience of mentoring junior members of staff in user research methods and line management experience
Desirable
- Experience/Knowledge of working in healthcare sector
- Leadership experience
Knowledge and Skills
Essential
- Skilled in developing and maintaining a good knowledge of the relevant project topic. Able to identify and define the user cohort as influenced by the product development requirements/vision
- Ability to track and analyse customer journey/encounters to identify gaps, errors, inconsistencies, and possible areas of improvement in product design and development
- Subject matter expert on user experience research, sharing this knowledge and guiding the team on the best approach
- Knowledge of Kanban boards, virtual work collaboration tools, MS Office, Jira, Confluence, other similar software packages
Desirable
- Maintains an up-to-date awareness of NHS Digital and NHS Policy and proposes subsequent required amendments to project policy/practice
Communication/Relationship
Essential
- Ability to understand the needs, motivations, and emotions of our users in a relevant context
- Able to effectively communicate research findings through a range of channels (e.g., presentations, storyboards, journey maps, affinity diagrams, etc.) to internal and external stakeholders and the design team to make research findings convincing and actionable for both research experts and non-experts
- Collaborate cross-functionally, to synthesize and map user needs, insights, business goals, and design thinking into actionable solutions and delightful experience
- Creates clear and concise written documentation to support user research activity and insights
- Proactive in identifying and addressing ongoing professional development of self and direct line reports
Planning/Organisational
Essential
- Able to support the Trust in improving UX processes and interactions to create a positive user experience for all
Information Technology
Essential
- Awareness of trends within the digital domain
Desirable
- BCS certification in digital/IT
- Knowledge/familiarity with NHS Digital principles and policies
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
