Position Description: Bring best practices in human centered design to support initiatives across the state
to holistically improve users' end-to-end experiences with state services. Be a champion for user needs
and guide designers, researchers, content strategists as well as technical teams on projects with state
agencies. Engage with stakeholders across organizations in order to build customer understanding, solve
challenging problems, and empower teams to collaboratively develop metrics, measuring results, and
integrate new methodologies optimizing customer experience and program performance. Communicate
user research findings and insights through appropriate artifacts including personas, journey maps,
wireframes and prototypes.
Duties and Responsibilities:
? Plan, design, and conduct qualitative and quantitative user research-including interviews,
usability testing, and contextual inquiry-with state staff, healthcare providers, and the public.
? Map complex service ecosystems and end-to-end user journeys to identify operational friction
points, service gaps, and opportunities for process optimization across cross-agency workflows.
? Plan and lead interactive discovery workshops and co-design sessions with agency leadership,
program managers, and technical teams to align business goals with user needs.
? Create high-impact UX artifacts-including personas, wireframes, user flows, site maps, and
interactive prototypes-for enterprise portals, case management systems, and provider-facing
tools.
? Partner closely with Product Managers, Business Analysts, and Agile development teams to
ensure technical implementations adhere to HCD principles, accessibility standards (Section
508/WCAG), and user requirements.
? Collaborate with project leadership to establish UX performance metrics, evaluate solution
effectiveness post-launch, and iteratively optimize product usability and program outcomes.
Education: This position requires a Bachelor's degree from an accredited college or university. Five (5)
years of equivalent experience in a related field may be substituted for the Bachelor's degree.
General Experience: The proposed candidate must have a minimum of five (5) years of experience in
user experience and service design.
Specialized experience: The candidate should have experience planning and facilitating workshops,
meetings and/or other interactive sessions in order to gather feedback and insight from key customers and
stakeholders to determine operational needs and changes to the program.
Preferred Experience
? Direct experience designing user-centered solutions within a State Government framework or
Major IT Development Project (MITDP) environment is highly preferred.
? Proven track record of designing user interfaces, workflows, or service blueprints for enterprise
health data systems, immunization registries (IIS), Electronic Health Record (EHR) integration
points, or complex provider-facing tools.
Experience leading user research, journey mapping, and interface design for enterprise Case
Management or CRM platforms within healthcare, social services, or grant-funded public support
programs.
? Strong track record of mapping end-to-end user journeys that cross multiple organizational silos,
aligning diverse agency stakeholders, and driving measurable user-experience improvements for
high-volume public or provider applications.
? Deep experience using Figma as a primary tool for creating design systems, wireframes, high-
fidelity prototypes, and collaborative UI/UX handoffs with engineering teams is highly preferred.
