UX Designer
Shape a citizen-facing digital service where accessibility, research, and clear journeys are central to the experience. You will translate real user needs into prototypes and recommendations that make a complex public service feel simple and inclusive.
CONTEXT
Our client, a major player in its sector, is preparing a new website for a public-facing social security service. The ambition is not simply to refresh pages but to rethink how citizens find information, complete tasks, and receive support across digital channels. Design must meet strict accessibility expectations, align with an existing design system, and remain grounded in evidence gathered from real users.
ACTIVITIES
- Evaluate existing communication channels and map end-to-end customer journeys.
- Conduct user research through interviews, surveys, focus groups, and usability tests.
- Facilitate workshops with business, content, and technical stakeholders to align on needs and priorities.
- Produce wireframes, prototypes, and UX recommendations that respect WCAG accessibility and the design system.
- Translate insights into concrete digital solutions and support teams through implementation and iteration.
EXPECTED ACHIEVEMENTS
- Deliver an accessible, coherent, and user-friendly website experience for a diverse citizen audience.
- Reduce friction in key journeys by basing decisions on research and evidence.
- Embed accessibility and user-centred practices into the project team and its design system.
ENVIRONMENT
UX research methods, journey mapping, workshops, wireframing, prototyping, usability testing, WCAG accessibility, design systems, content and communication channels, and collaboration with public-sector stakeholders, content teams, and IT delivery partners.