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Service Designer

Rolling Deadline  |  Full-Time Job  |  Uganda



Medic Mobile designs, delivers, and supports world-class software for health workers who provide care in the hardest-to-reach communities. Our software is free, open-source, and deployed at scale in the last mile of healthcare. Evidence-based workflows come together in the software to support health workers and families, helping to ensure safe deliveries, track outbreaks, treat illnesses at the doorstep, communicate about emergencies, and more. We envision a more just world in which health workers are supported as they provide care for their neighbors, universal health coverage is a reality, and health is secured as a human right. We are searching for a Service Designer in Africa to contribute to our team, mission, and impact.

Position Details and Responsibilities

This is a unique opportunity to make a real impact in underserved populations. The role of a designer is understanding the needs of our users and partners, identifying their gaps, strengths, and opportunities. As systems-thinkers, designers craft an improved overall vision for the community health system and Medic’s role within it. As empathizers, they help select the best tool for the user, determine the information that is most important to them, and create workflows that can be adopted into daily practice and make a meaningful impact.

The Service Designer coordinates closely with members of our global product and operations team. This role will report to Africa Design Manager. The Service Designer will be based in Uganda.

You are:

  • You have ideas about how to maintain the integrity of a product across distances and the best channels to communicate something new to an audience.
  • You approach things systemically and are a natural at zooming out to see the big picture, then diving in to nail the important details. You get a lot of pleasure in seeing projects through.
  • You’re passionate about growing people-first services. You thrive in putting all of the pieces together.
  • You’re passionate about social impact and great design. You have experience designing and/or implementing solutions in resource-constrained environments. You love to travel and are comfortable navigating tough situations in the developing world.
  • You easily communicate and envision service concepts and ideas to team members, partners, and funders. You use diverse set of methods & tools that illustrate all the components and touch-points of the service.

Key Responsibilities:

Innovation Partners

Innovation partners are projects that expand our toolkit or impact and form our product roadmap.

Designers responsibilities:

  • Plan and conduct design site visits and lead user design sessions
  • Document the existing system and synthesize user needs in design reports, including system sketches, user personas, and user stories
  • Lead the design of the new system, including workflows, dashboards, and new feature requests; iterating with users, partner, PM, tech and design team
  • Lead in translating workflows to configuration specifications (Medic xls, nitty-gritty, dashboard mockups) with tech lead and PM
  • Propose product feature requests needed to support a new workflow and work with global design team to brainstorm, define, and prioritize these requests
  • Actively participate in design team discussions of new product features and UI/UX changes to the app. Source feedback from other teammates as requested, including facilitating team design sessions.
  • Work with design team to test mockups and prototypes with partners and users.
  • With Impact team, develop impact metrics and indicators for new priority workflows and ensure current workflows are kept up-to-date as protocols or indicators change
  • Influence best practices for CHW training; working with Visual Designer to develop effective training materials that can be used across the team
  • With impact and design teams, analyze trends in user engagement and impact that help us determine how our workflows are faring
  • Share learnings from Model Building Partners to contribute and consult on design and configuration for Standard Product offering

Standard Service Offering

Designers will be working with the product team to synthesize learnings from a use case into the preconfigured version of Medic Mobile. This partner offering already comes designed and configured so design work is not needed in the implementation phases.

  • Designers responsibilities:
  • Leads the development of new Standard workflows based on global best practices and insights from regional deployments, sourcing from design team as needed. Document process, discussions and research that informed key decisions
  • Supports Standard team in design documentation including use case and workflow write-ups, user guides, training documentation, health impact write-ups as needed
  • Conduct UX/UI testing with Standard partners as needed; for product changes requested by or affect Standard partners and to capture learnings on Standard partner’s experience with the Medic app and app onboarding process.
  • Document and progress feature requests and user / partner feedback that would strengthen Standard workflows.
  • Serve as the design team’s point of contact with the Standard team and vice-versa; attend Standard team calls, monitor Slack channel, and keep design team informed of relevant news; keep Standard team informed of product updates that will affect Standard partners, provide training to Standard team on new UX/UI releases

Partnership Development

Designers responsibilities:

  • Review RFPs, participating in partnership development meetings as requested by partnerships development team to help gauge and determine concept feasibility, assess proposed use case, tools and propose partnership offering category
  • Provide design LOE and staffing recommendation for a proposal in liaison with Africa design lead
  • Represent Medic in working groups, events, conferences, and health forums
  • Contribute to conference abstract writing and research material

Design Capacity Building

  • Lead internal and external design training sessions as needed
  • Support onboarding of new design teammates
  • Provide design coaching/ mentorship for project deployment team members

Assist on other duties as assigned by supervisor

Key Requirements:

  • We believe that design is a frame of mind. Our designers have backgrounds in public health, sociology, anthropology, technology, and other diverse fields, including design! We are most interested in how you relate to people to solve problems.
  • Minimum Bachelor’s degree, preferred Master’s degree.
  • 5 – 7 years of relevant professional work experience (on a product team conducting user experience research and testing OR in a community-facing programs role, particularly in reaching vulnerable communities on a product team conducting user experience research and testing)
  • Advanced report and technical writing skills
  • Have some understanding of health service provision/ public health systems/ community health
  • Excellent written and oral communication and presentation skills in English
  • Willingness to learn and flexibility to work across a multi-disciplinary and remote team
  • Demonstrated ability to work remotely, under pressure and with limited supervision
  • Comfortable using different types of technology
  • Ability to work within a self-directed culture and navigate ambiguity
  • Valid passport to travel internationally

Date posted: