Service Designer (Remote) at Medic Mobile

Medic is a global nonprofit organization with a mission to advance equitable healthcare and strengthen community health systems by building, innovating, applying, and scaling open-source, low-cost digital health tools in collaboration with communities, governments, and implementers. 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 a secured human right.

Medic serves as the technical steward and core contributor of the Community Health Toolkit (CHT), a leading open-source, global good for digital health and advanced community health systems. We drive increases in coverage, quality, and speed of care in the hardest-to-reach communities, improvements in health workforce performance, and greater data-driven decision-making among health system leadership. Digital health apps built using the CHT currently support over 41,000 health workers in 16 countries across Africa and Asia. To date, health workers using CHT apps have conducted over 80 million healthcare activities.

We are recruiting suitable candidates to fill the position below:

Job Title: Service Designer

Location: Remote
Job Type: Full Time
Department: Programs

Job Description

• The primary role of a service designer is understanding the needs of our users and partners, identifying their gaps, strengths, and opportunities.
• As systems-thinkers, service 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.
• Service Designers have a high degree of empathy and experience in marginalized settings; they use human-centered design methodologies to conduct qualitative fieldwork to inform the design and direction of projects that inform our core product.
• Designers advocate for what is important to our users and will conduct feedback sessions on new aspects of the product. Using their expertise in human-centered design processes and deep familiarity with participatory methods, they coach other teammates and build the capacity of our open-source community in applying design methods and configuration best practices to their projects

Key Responsibilities
Deliverables for Partners - 70%:

Aligning workflow to global and Medic standards:

• Conducting desk reviews on use case or country protocols and standards
• Developing impact metrics for new use cases 

Eliciting user requirements:

• Conducting HCD activities with partners and users
• Developing user personas 
• Writing user stories to document user and partner needs
• Documenting current system 

Designing high-impact workflows:

• Brainstorming and iterating upon solutions to user needs (workflows and feature requests) with Medic team, partner, and users
• Designing workflows and features strategically to take Medic’s toolkit forward
• Producing project specifications with tech lead (sketches, mockups, XLS, nitty-gritty)

Ensuring system is useful:

• Conducting UAT on current product and mockups for new features and relaying feedback to product team
• Providing post-deployment support to PMs in evaluating whether system meets expectations
• Use data insights for iterations or future projects

Setting partnerships up for success:

• Providing LOE design estimates 
• Producing early-stage sketches to describe possible workflows
• Informing appropriate tool selection
• Represent Medic in working groups, events, conferences, and health forums
• Contribute to conference abstract writing and research material

Deliverables for CHT - 30%:
Informing product design with user insights:

• Conduct early-stage investigation into feature requests, user stories and potential workflows to help inform our prioritization and roadmap
• Support the UX Researcher in evaluating appropriate solutions, and inform proposed changes to the product from across regions 

Building capacity of our open-source community:

• Document our process and build frameworks, and share our favorite design methods with our open-source community
• Keep our global user personas up to date, and develop new ones as they are introduced into our roadmap
• Produce use case memos and guidelines for our workflows; evaluate workflows for their alignment to Medic’s design process, impact metrics and global standards
• Understand how our tools are being configured by our team and partners, share best practices, and guide others in configuring for both optimal user experience and impact.

You are

• A passionate design thinker with 5 or more years of relevant work experience including planning and leading human-centered design activities in remote communities in Africa and/or Asia
• A systems thinker who is able to drill down into the details
• Hands-on: a natural tinkerer, creator and maker. If you can’t find the right method for the job or context, you’ll make your own
• Comfortable with technology and a quick learner
• Empathetic and driven by a desire for deep understanding
• An experienced, intuitive facilitator. You’ll know it if your workshop isn’t resonating and you’ll have no problem making a new plan on the spot
• Passionate about healthcare being delivered as a human right 
• Committed to partnership with poor and marginalized communities
• Have a strong understanding of the ehealth / mHealth ecosystem, especially those serving community health systems
• Experience in public health programming and practice
• Able and willing to work in a fast-paced, demanding, and sometimes unstructured environment 
• Demonstrate a history of delivering high-quality results on schedule
• A savvy and intrepid traveler, excited and able to navigate both big, bustling cities, as well as remote, rural locations
• Willing and able to travel to field sites ~30% of the time.
• An excellent communicator who has worked with diverse teams and cultures, and is able to accommodate flexible working hours to connect across time zones
• Fluent in French and English
• Have a valid passport to travel internationally
• Candidates must have valid authorization to work in the region without requiring sponsorship.

The Team:

• Work with a value and mission driven team that is consistently described as warm, incredibly kind and supportive
• Exposure to a diverse team: over 15 different nationalities
• Opportunities for global travel: all team meet-up + functional team meet-up + field visits.

Why Medic?
Purpose & Impact:

• Ability to create and see real impact in your work
• Freedom to take initiative and innovate, bonus of an agile, small team
• Work for a globally awarded social enterprise recognized for developing a solution that can create global systems change in the health sector

Work / Life & Growth:

• Generous leave time: vacation, maternity/paternity, bereavement, & sick days
• Professional development funds & opportunities + 5 days off for prof dev
• Home Office Set up Stipend.
• Flexible, remote schedules.

Application Closing Date
23rd June, 2023.