Public Service UX Content Designer & Researcher

City and County of San Francisco; San Francisco (CA); On-site; USD 134,000 - 169,000; Full time

Job summary

The San Francisco Planning Department’s PermitSF team seeks a Content Designer & User Researcher for end-to-end design and improvement of PermitSF services. You will work across discovery, design, configuration, testing, launch, and ongoing improvements with customers, staff, and platform partners.

You will plan and conduct user research, translate findings into content and requirements, and collaborate on content standards, voice, and tone for public-facing services.

Qualifications

• Associate degree in business administration, public administration, information systems, economics, finance, computer science, UX/UI design or related field; 1 additional year of qualifying experience may substitute for the degree.
• Three years of experience in the information systems field including system analysis, business process design, development and implementation of business solutions, or IT project management.
• Desirable: experience designing content for complex digital services and applying UX writing to simplify complex requirements.
• Desirable: experience planning user research with varied audiences and applying findings to content, service and system configuration decisions.
• Desirable: experience creating journey maps, service blueprints, process maps, content models, prototypes, and user stories.

Responsibilities

• Plan and conduct user research with applicants, residents, businesses, permit staff, and other users at every stage of the service lifecycle.
• Synthesize research findings to identify user needs, pain points, workflow gaps, accessibility barriers, and opportunities for improvement.
• Create and maintain service blueprints, journey maps, process maps, content models, prototypes, and related artifacts.
• Design, write, edit, and govern clear, plain-language content for online forms, instructions, eligibility questions, notifications, and help text.
• Translate complex requirements into content, functional requirements, and user interaction recommendations.
• Advise on how workflow decisions affect applicant and staff experience.
• Translate research into prioritized recommendations, user stories, and feature requests.
• Facilitate content-design critiques and cross-functional reviews to reach implementable decisions.
• Plan soft launches and guided first-use sessions with selected customers; collect feedback.

Skills

UX writing

User research

Content design

Stakeholder communication

Workshop facilitation

Education

Associate degree or equivalent in relevant field

Job description

The San Francisco Planning Department’s PermitSF team seeks a Content Designer & User Researcher for end-to-end design and improvement of PermitSF services. You will work across discovery, design, configuration, testing, launch, and ongoing improvements with customers, staff, and platform partners.

You will plan and conduct user research, translate findings into content and requirements, and collaborate on content standards, voice, and tone for public-facing services.