Healthtech UX Researcher & Solutions Designer

Job description

Job responsibilities

Experience required

• At least 3 years experience working in a role involving engaging, gathering and translating user experience into solution designs.
• In-depth understanding of a wide range of clinical/ service user/ carer/ public healthcare contexts and user needs.
• Experience of bringing people together around developing solutions to problems and facilitating service/ quality improvement initiatives.
• Knowledge and experience of creating, adapting and delivering innovative methods for requirements gathering, and communicating findings to a range of audiences including leadership, clinical, patient and operational groups.
• Ability to translate user requirements to search for and develop optimal solutions.

Suitable for someone who

• Has a solid foundation of working and delivering at a high level, with an ability to continually learn ways to evolve and improve how services are delivered.
• Can demonstrate a clear understanding of a range of concepts and dynamics that exist within a complex organisation and how best to overcome challenges to implement best practice.
• Is able to quickly learn the functionality and potential application of new technologies, recognising it is the way technology is used that is paramount to its effectiveness.
• Has a keen interest in exploring and understanding user perspectives and adopting best practice user-centred design in pursuit of optimal solutions.

Key Responsibilities

• Co-create and design optimal technology-enabled solutions based on a thorough understanding of user experience, adopting user-centered design principles and approaches.
• Proactively engage with and develop a rapport with a range of stakeholders, in particular the clinical workforce and people who use services, to identify and understand problem areas, desired outcomes and potential solutions.
• Lead and manage design sessions to elicit requirements from a diverse range of stakeholders at all levels, where conflicting and potentially contentious and emotive views may be expressed.
• Translate user experience and associated information gathered across multiple complex and potentially sensitive sources, to evidence and determine a potential range of solutions.
• Proactively identify gaps, discrepancies and inconsistencies in information and select the most appropriate option to challenge and seek to resolve these to better inform the quality of requirements gathering and solution designing.
• Contribute to and facilitate coordination of the development of end user-facing deliverables, such as communication strategies and plans, engagement events and activities, and training/ guidance materials/ sessions to drive adoption and embed new ways of working.
• Collaborate with a range of Digital and other business functions, and divisional and clinical leadership teams, to ensure successful adoption and integration of technologies to support key health service areas and improve overall business operations.
• Facilitate review, evaluation and feedback sessions as appropriate, ensuring a continued focus on value and quality by organising formal reviews with service/ clinical experts, internal product owners, and management teams prior to publication, maintaining an effective link between ‘on the ground’ reality, delivery perception and lessons learnt.
• Analyse user requirement activities and information and produce design documents and associated artefacts (e.g. User Interface flows, Design Kanban board, prototypes for usability); communicating relevant information including that which may be deemed business sensitive, using appropriate tools to meet the needs of a range of audiences including interviews, meetings, presentations and workshops.
• Adopt and adapt approaches to user-centred design that incorporate national best practice, standards, principles and guidance, such as the NHS Digital Service Manual, and contribute to local and national development initiatives, including culture building, internal/ external community involvement, shared learning, national guidance/ whitepapers, R&D, strategic recruitment, etc.
• Maintain awareness of emerging technologies and local and national policy updates regarding design of health technology solutions and develop professional networks within the user researcher and solution designer profession to support this.
• Implement plans to test and refine design ideas at key stages to improve effectiveness of design related activities whilst remaining alert and adaptable to accommodate short-notice and ad-hoc changes to meet business requirements and unexpected demands, while maintaining overall quality and design integrity.
• Ensure digital technology solutions adhere to national security, information governance and clinical safety standards, in pursuit of meeting user, business and technical requirements, whilst remaining cost effective, sustainable and deliverable within time and agreed budget.
• Be the link as a subject matter expert, translating and explaining technologies to diverse groups of potentially non-technical users with a focus on what it means to the person and how work can be transformed through its application.
• Post solution implementation, support the handover and transition to business as usual support functions, ensuring all required knowledge and documentation has been transferred as appropriate and within agreed timeframes.
• Work across all levels of the organisation to identify opportunities for improvement in operations and processes, using such methods as thought and idea generation sessions that enable the ‘re-imagining’ of work beyond the limits of technology.
• Facilitate and be part of public facing engagement with a particular focus on understanding how digital solutions impact and are used by people who use our services, carers and the community and how this can inform improved co-design processes for the future.
• Facilitate thinking around system support service development, including release strategies, change requests, and any necessary communications to stakeholders to ensure more efficient and effective digital service delivery.
• Identify risks to planned delivery, escalating to relevant Digital/ Clinical leads where appropriate, and facilitate mitigation planning and documenting as required.
• Plan and prioritise own work to ensure deadlines are met, advising and coordinating with other Digital, Clinical and Business functions where appropriate and required.
• Champion and contribute to the development of the Trust’s Digital strategy and clinical agenda, ensuring digital inclusivity that seeks to reduce inequalities and improve parity of access, incorporating a ‘digital ethics by design’ methodology.
• Support the development and evolution of the Digital Healthtech Solutions team; from team culture to strategic value delivery and future road-mapping.

Person Specification

Qualifications

Essential

• Degree level education or equivalent relevant experience.
• Additional specialist knowledge acquired through post graduate diploma level or equivalent relevant experience (e.g. Prince2, COBIT, QI Methodology, Change Management etc.).

Desirable

• Recognised design qualification, for example in Service Design, Interaction Design, Human-Centred Design etc.
• Qualification or equivalent experience demonstrating proficiency in design applications.
• Advanced level of Microsoft Office products (Excel, Word, PowerPoint and Outlook)

Experience

Essential

• At least 3 years experience working in a role involving engaging, gathering and translating user experience into solution designs.
• Demonstrable knowledge and passion for user-centred design principles and practices.
• Solid understanding of how best to build rapport and trust to improve knowledge exchange.
• Demonstrable knowledge and experience of how people go through a change and best practice to ensure sustainable adoption success.
• Experience and knowledge of change management principles, methodologies and tools.
• Demonstrable experiences in techniques for engaging and working with users and the public, ensuring their voice and requirements remain core to designing fit-for-purpose and safe solutions.
• Demonstrable experience of appropriate tools and methodologies to develop solutions that meet user needs and design objectives.
• Prototyping and iterative design experience.
• Aptitude and experience of becoming a subject matter expert in clinical/ business issues and potential solutions.
• Ability to train and coach clinical and non-clinical groups at all levels on the benefits of digital solutions.
• Experience of deploying technologies in a large organisational setting and maximising opportunities for adoption.
• Experience of bringing people together to develop solutions to problems to facilitate service quality improvement initiatives.
• Experience in working effectively with cross-disciplinary teams and ensuring that the process for making design decisions is based on evidenced user research and understanding of user journeys.
• Ability to translate design solutions into a change management plan, ensuring engagement of relevant Digital and business functions to ensure sustainability.
• Ability to communicate the impacts of small- and large-scale technology implementations to a cross section of people including leadership, clinical, patient and operational groups.
• Organised, with a natural inclination for planning strategy and tactics, adapting to work in ambiguous situations.
• Able to work effectively at all levels and across all boundaries within an organisation and with potential external partners.
• Ability to work autonomously and as a team player, working collaboratively with and through others to meet objectives.
• Acute business/operational/clinical acumen and understanding of organisational issues and challenges, with strong evidence of problem solving and root cause identification.
• Familiarity with project management approaches, including use of specific tools within phases of the project lifecycle; how best to harness support and meet challenges; and achieving benefits realisation.
• Ability to prioritise workload and resources in response to changing demands and requirements, managing multiple work streams simultaneously.
• Ability to work with clinicians and understand their requirements, working processes and any associated risks.
• Ability to gather and translate clinical requirements and implement user-design principles to co-create technology solutions.
• Able to assist patients/ relatives/ care providers during incidental contacts.

Desirable

• Knowledge and experience of a design specialism and/ or standards e.g. Interactive design; NHS Digital Service Manual.
• Good understanding of technologies and the potential benefits to modern day working processes and interactions.
• In-depth knowledge of NHS national strategy, road-mapping and future developments regarding digital technologies.
• A basic understanding and experience of agile project management techniques
• Experience of working in health sector/ knowledge of the health sector.
• Methods and techniques for the assessment and management of clinical/ business risk.
• Experience of implementing new processes within a clinical setting using assistive and enabling technologies.

Working conditions

Essential

• Predominately desk based, using a computer.
• Exposure to unpleasant working conditions or hazards will be rare.
• Requirement to travel to other sites and venues.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Surrey and Borders Partnership NHS Foundation Trust

Address

Third Floor, Leatherhead House

Station Road

Leatherhead House

Surrey

KT22 7ET

Employer's website

https://www.sabp.nhs.uk/working-for-us (Opens in a new tab)