Service Designer

Washington D.C. Metro Area

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Posted 1 week ago

Who we are:Bixal is a mission-driven, woman-owned small business determined to improve people's lives through human-centered strategies and transformative technologies, with a firm belief that everyone has the right to an effective government.   We deliver on this belief by partnering with leading Federal agencies to design, develop, and deliver powerful customer experiences through holistic digital product solutions and strategic communications initiatives––bringing a high standard and unique creative energy to our clients––and our wonderfully diverse culture is what makes it all possible.   Bixal unites different people with different perspectives from all over the world! We provide our team with an open and empowered environment where collaboration thrives and solutions flourish. 
Location:This position will be expected to be located in the greater DMV area. We envision a hybrid environment post-COVID but it will be contingent on the client's requirements upon contract award.
What will you do?The RoleThe role of the Service Designer is to understand the totality of a person’s experience with a system and facilitate the co-design of touchpoints and experiences that address the end-to-end journey of the customer across both digital and offline channels.  This role is involved throughout the entire lifecycle of a project: everything from understanding the unmet needs of all the actors in a system with generative research to validating solutions and measuring outcomes with participatory design and evaluative research.
Essential Skills and ActivitiesThese are the mindsets and skills we’re looking for in a Service Designer and the types of related activities we see you being engaged in:

Communicating Information

  • Listen to the needs of technical and business stakeholders and interpret between them.
  • Manage stakeholders’ expectations and be flexible and capable of both proactive and reactive communication.
  • Facilitate difficult discussions within the team or with diverse senior stakeholders.
  • Communicate content and deliverables to both technical and non-technical team members.

Technology Perspective

  • Be responsive to changes in technology, adapting your approach accordingly.
  • Make decisions to meet user needs in context.
  • Understand the importance of assisted digital and be able to design services and make decisions to meet relevant customers’ needs.
  • Understand the importance of non-digital experiences and when they are appropriate.

Evidence & Context-Based Design

  • Use qualitative and quantitative research to guide design directions.
  • Generate multiple solutions to a problem and test them.

Facilitate Decision-Making and Risk Analysis

  • Make and guide effective decisions, explaining clearly how the decision has been reached.
  • Understand technical complexity and risks, run collaborative design activities, influence others and build consensus.

Leadership & Guidance

  • Contribute to best practice guidelines.
  • Understand the sustainability and consequences of your decisions and make decisions characterized by managed levels of risk and complexity.
  • Assist in resolving disagreements between wider peers and indirect stakeholders, taking into account all views and opinions.


  • Engage in prototyping as a team activity, actively soliciting prototypes and testing with others.
  • Establish design patterns and iterate on them.
  • Understand a variety of methods of prototyping and choose the most appropriate one for the situation.

Strategic Thinking

  • Define strategies and policies, providing guidance to others on working in the strategic context.
  • Evaluate current strategies to ensure business requirements are being met and exceeded where possible.

Understanding Constraints

  • Identify and understand constraints, communicate these, and work within them.
  • Challenge the validity of constraints.
  • Ensure standards are being met.

User Focus

  • Collaborate with user researchers to represent users internally.
  • Understand the difference between customer needs and desires.
  • Champion user research to focus on all customers, both internal and external.
  • Prioritize and define approaches to understand the customer story, guiding others in doing so.
  • Offer recommendations on the best tools and methods to use.
  • Other responsibilities as needed.


  • Bachelor’s degree is required.
  • 3–5 years of experience in Service Design, HCD role, or commensurate work experience.
  • Must be able to undergo and pass a Public Trust security clearance or higher.
  • Bixal does not provide sponsorship at this time.
  • Demonstrated history of successful user research, analysis, and prototyping.
  • Demonstrated strength in at least two of these areas: Design Research, Information Architecture, Writing, Visual Design, Service Design.
  • Demonstrated history of presenting work to a variety of populations including stakeholders and clients.
  • Experience leading or managing teams. 
  • Portfolio to be shared during interview.

Nice to Haves:

  • Experience working in a customer value-focused, iterative design and implementation environment.
  • Experience with mentoring junior designers and researchers.
Perks & Benefits:Competitive base salaryFlex hoursWork from home flexibility401K with matching incentiveMedical/dental/vision benefitsFlex Spending AccountCompany provided short-term disabilityCompany provided life insuranceCommuter benefitsGenerous PTOPaid holidaysLegalShieldProfessional development opportunitiesNew business referral bonus
No recruiters or agencies please. Bixal is an equal opportunity employer and is committed to building a safe, inclusive environment for people of all backgrounds.
Job tags: Architecture Collaborative design Prototypes Research Service design User research Visual design
Job region(s): North America
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