User Research and Service Design Consultant

Chambers and Partners; London; On-site; GBP 35,000 - 55,000; Full time

Job description

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 maximize the value of a new paid 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 the integrity of the free service, ensuring research impartiality is maintained.
  • It is assumed that this will include augmentation of the service diagram to illustrate seducible 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.

Deliverables

• 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.
  • Submission managers S1/S2
  • Those that submit (Jack of all trades) S3/S4
  • Submission consultants
• List of user needs within Dovetail and Notion.
• Updated service map.
• Use best practice Service Design practice to elicit requirements and align stakeholders.
• Debrief per round to ensure maximum knowledge transfer and enable decision making.
• Research sessions recorded and shared with the team.

Timelines

Development start by end of July.

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).

Person Specification

• Is a user researcher.
• Is a service designer.