Job ID: WA-2123-786 (90090823)2P
Govt UX Designer/Information Architect with wireframes, prototyping, content development, IVR/Customer Care Center design, market research and healthcare experience
Location: Olympia WA (Department of Social and Health Services)
Duration: 21 months (with the possibility of extension)
Attachments: RTR/skill matrix/references/resume/3 samples
Scope/Statement of Work:
The UX Design Consultant will be responsible for providing all of the services listed below.
a. WA Cares Fund Website – The consultant will:
(1) Meet with WA Cares Fund team members to understand website business needs and help identify potential business need gaps.
(2) Create customer journeys for personas specific to the website.
(3) Create an information architecture for the website.
(4) Create a wireframe for the website.
(5) Work with the webmaster to create a website prototype.
(6) Conduct prototype testing with customers and use feedback to identify improvements and conduct analysis to make sure business goals are connected to users’ needs.
(7) Coordinate with the webmaster as different features of the website are developed.
(8) Help with website content development.
(9) Conduct website beta testing with customers and use feedback to identify improvements.
b. WA Cares Fund Beneficiary Portal – The consultant will:
(1) Meet with WA Cares Fund Trust team members to understand portal business needs and help identify potential business need gaps.
(2) Create customer journeys for personas specific to the portal. (3) Create an information architecture for the portal.
(4) Create a wireframe for the portal.
(5) Work with the portal development team to create a portal prototype.
(6) Conduct prototype testing with customers and use feedback to identify improvements and conduct analysis to make sure business goals are connected to users’ needs.
(7) Coordinate with the portal development team as different features of the portal are developed.
(8) Help with portal content development.
(9) Conduct portal beta testing with customers and use feedback to identify improvements.
c. WA Cares Fund Interactive Voice Response (IVR) – The consultant will:
(1) Meet with WA Cares Fund team members to understand IVR businessneeds and help identify potential business need gaps.
(2) Create customer journeys for personas specific to the IVR.
(3) Create an information architecture for the IVR.
(4) Create a wireframe for the IVR.
(5) Work with the IVR development team to create an IVR prototype.
(6) Conduct prototype testing with customers and use feedback to identify improvements and conduct analysis to make sure business goals are connected to users’ needs.
(7) Coordinate with the IVR development team as different features of the IVR are developed.
(8) Help with IVR static information development.
(9) Conduct IVR beta testing with customers and use feedback to identify improvements.
d. Staff Analysis and Personas – The consultant will:
(1) Perform staff analysis and research to identify typical WA Cares Fund staff within groups such as those listed below.
(a) Staff who perform assessments. (b) Customer Care Center staff.
(2) Create personas for each of the typical staff identified in 4a above. e. WA Cares Fund Assessment Tool – The consultant will:
(1) Meet with WA Cares Fund team members to understand assessment tool business needs and help identify potential business need gaps.
(2) Create staff journeys for personas specific to the assessment tool.
(3) Create an information architecture for the assessment tool.
(4) Create a wireframe for the assessment tool.
(5) Work with the assessment tool development team to create an assessment tool prototype.
(6) Conduct prototype testing with staff and use feedback to identify improvements and conduct analysis to make sure business goals are connected to users’ needs.
(7) Coordinate with the assessment tool development team as different features of the portal are developed.
(8) Conduct assessment tool beta testing with staff and use feedback to identify improvements.
f. Customer Care Center Tools and Applications – The consultant will:
(1) Meet with WA Cares Fund team members to understand Customer Care Center tools and applications business needs and help identify potential business need gaps.
(2) Create staff journeys for personas specific to the Customer Care Center tools and applications.
(3) Create an information architecture for the Customer Care Center tools and applications.
(4) Create a wireframe for the Customer Care Center tools and applications. (5) Work with the Customer Care Center tools and applications development team to create a Customer Care Center tools and applications prototype.
(6) Conduct prototype testing with staff and use feedback to identify improvements and conduct analysis to make sure business goals are connected to users’ needs.
(7) Coordinate with the Customer Care Center tools and applications development team as different features are developed.
(8) Conduct Customer Care Center tools and applications beta testing with staff and use feedback to identify improvements.