We are seeking a skilled Human-Centered Design (HCD) Consultant to support ServiceNow initiatives by delivering user-centric solutions that align with business and technical objectives. This role will act as a key liaison between business stakeholders and IT teams, leveraging design thinking and research-driven insights to enhance user experience and solution effectiveness.
Key Responsibilities:
- Lead usability testing, experience benchmarking, and user research activities
- Analyze user behavior and channel interactions to inform design decisions
- Conduct qualitative and quantitative research to gather actionable insights
- Develop personas, journey maps, and experience blueprints
- Perform root cause analysis to identify and address user experience challenges
- Facilitate design thinking workshops and stakeholder collaboration sessions
- Synthesize research findings and present insights to business and IT teams
- Create and iterate on storyboards, wireframes, and design concepts
- Ensure ServiceNow solutions are user-focused, scalable, and aligned with business needs
Required Qualifications:
- Proven experience in Human-Centered Design (HCD) and ServiceNow implementations
- Strong knowledge of design thinking, user research, and experience design methodologies
- Familiarity with ServiceNow workflows, modules, and UX best practices
- Experience conducting usability testing and validating design solutions
- Strong communication and stakeholder management skills
- Hands-on experience with design tools such as Figma