Senior Service Designer

Role Overview

• Represent the voice of the user (and stakeholders) in the context of Indonesia, working closely with the cross department team & leaders at YNHI.
• Facilitate collaborative needs assessments with stakeholders on strengthening the Care Companion Program implementation and new interventions within and outside the health system.
• Facilitate the creation & improvement service design framework and service blueprints for new intervention (ex: collaboration with BPJS, local district initiatives, etc) and current Care Companion Program (from Implementation partner learning journey, Sesi Keluarga Sehat Implementation, until Pendamping Keluarga post engagement services) in line with the organization’s standards.
• In collaboration with the Strategic & Acceleration Team, to analyze existing services and experiences across programs and products to facilitate program iteration and innovation.
• Provide inputs on the identification of the project needs, high-level objectives, scope and intended outcomes during new program development.
• Assess potential the patient and caregiver touch-points that will drive the intended outcomes, in collaboration with the country/regional implementation teams.
• Facilitate the development of systems maps for strengthening the current Care Companion Program or New Intervention Model.
• Support in ensuring the creation of of supporting tools and artifacts is suitable to answer user needs, including testing for a particular project, in collaboration with creative design, content manager, health & medical strategist, implementation, training and technology, to ensure that the program is consistent and in line with envisioned service design.
• Plan and facilitate end-to-end service prototyping or experience prototyping (for a singular & multiple touchpoint).
• Work closely with the Digital Health Team to ensure consistency across the program user experience.
• Collaborate with teams having accountabilities on research, strategy, and medical to facilitate alignment of the theory of change of a project on improving health outcomes.
• Support backstage processes, by providing teams with tools to help them with program delivery and platform interactions (e.g., flowcharts / suggestions for implementation).
• Ensure the service is understood by all relevant stakeholders, by leading the creation of flowcharts, maps, walkthroughs, decks, storyboards etc with required support from other Strategic & Acceleration Teams.

Requirements

• Master’s degree in Design followed by 3-5 years of experience, OR an undergraduate degree in any other field followed by at least 6-8 years of experience in Design Research, Design Strategy, Social Design, UX or Service Design disciplines.
• Ability to visualize service models, journey maps and service blueprints as needed.
• Using software to do the same (Ex: Miro, Figjam) is a plus.
• Ability to zoom in and out of a given problem as needed.
• Someone who’s actively collaborative and interested in learning new things!
• Attention to detail, process documentation and basic project management skills.
• Language proficiency in English and Bahasa Indonesia.
• You can sketch and make quick storyboards.
• You have experience in theater or improv.
• You have a good understanding of Quantitative & Qualitative data analysis.

Benefits

• Flexible work arrangements