Job Description
Job Title: UX Researcher - Senior
Location: Toronto, Ontario, Canada
Work Model: Hybrid
Duration: 5 months
Extension: 1 Time
Must Haves
- End-to-end UX/CX research - 7+ years Research planning, participant recruitment, conducting usability testing, heuristic evaluations, synthesis, and delivering actionable recommendations.
- Inclusive UX/UI and Service Design for complex digital products - 7+ years Translating research and requirements into user flows, journey maps, information architecture, wireframes, prototypes, and high-fidelity AODA-compliant designs.
- Cross-functional delivery in complex regulated environment - 5+ years Working effectively with product, clinical, business, technical, vendor, change, and communications teams in a complex regulatory environment.
Description / Responsibilities / Skills
Project Description
- The Patients Before Paperwork (Pb4P) initiative is a comprehensive program aimed at reducing the administrative burden on Primary Care Providers in Ontario through the use of digital tools and processes.
- This initiative supports both new and existing digital health projects that work together to minimize traditional paper-based workflows, such as faxing referrals and prescriptions, writing clinical notes and manually completing forms.
- The resource will support and deliver assigned CX/UX activities and artifacts across one or more Pb4P workstreams, working under the direction of CX/UX Leads and/or Senior Managers.
Responsibilities
- Collaborate with communications, change management and training partners to ensure user-facing materials reflect research insights and support adoption planning.
- Manage translation coordination and review of UI copy where required.
- Review product team or vendor deliverables and provide feedback or guidelines related to usability, accessibility, consistency, content clarity and alignment with CX/UX best practices.
- Deliver assigned experience artifacts and ensure they follow established templates, standard operating procedures, governance, approval and storage requirements.
- Provide weekly status updates to the product team, UX Leads, Project Manager, and Senior Managers on progress and blockers.
- Work under the direction of the UX/CX Senior Managers, and collaborate with Experience Leads and cross-functional partners to support experience design priorities.
Experience & Skill Set Requirements
Desired Skills
- Certification, training or demonstrated professional development in CX, UX, Service Design, Human-Centred Design, or a related discipline.
- Experience supporting complex digital health, public sector, or highly regulated transformation initiatives.
- Experience working across multiple concurrent products, services or workstreams with competing priorities.
- Familiarity with health care provider workflows, clinical environments, or digital health solutions.
- Experience supporting Voice of Customer programs.
- Experience using collaboration tools such as Miro, Mural, FigJam or similar.
- Experience contributing to or applying design systems, UI pattern libraries, and content standards.
Required Experience
- Experience with research planning, execution, synthesis and presentation of actionable insights
- Experience creating experience artifacts such as user flows, service blueprints, journey maps, prototypes, wireframes, design mock-ups and recommendations
- Experience with cross-functional workstream delivery, facilitation support and documentation
- Experience designing solutions for complex digital workflows in a highly regulated environment
- Hands-on experience designing and testing for AODA/WCAG 2.1 Level AA compliance
Deliverables
- Research plans, including usability testing screeners and discussion guides and test scripts
- Comparative analysis
- Personas
- Current and future-state user flows
- Service blueprints
- User journey maps
- Heuristic evaluation report with prioritized recommendations
- Research synthesis and insights reports with prioritized recommendations
- UX/UI guidelines
- Product design wireframes and final mockups
- Draft UI copy decks and translations
- AODA audit report with list of prioritized defects
- Artifact review packages or approval-ready artifacts
- Regular status reports to leadership
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