Human-Centered Design (HCD) Specialist

Are you up for an exciting challenge to work in the Office of Patents Stakeholder Experience? This position is located in the Office of the Commissioner for Patents, Office of Patents Stakeholder Experience (OPSE), Customer Experience (CX) Division. This position supports the Patents Customer Experience (CX) unit in OPSE in engaging the Patents organization to improve understanding of customer needs and drive customer-focused business decisions.

The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year. The individual selected for this position will be... Conducting human-centered design research and usability activities, including interviews, observations, user testing, and journey mapping to better understand customer needs and behaviors. Developing human-centered design artifacts such as research plans, test protocols, journey maps, wireframes, storyboards, and personas to support the design and improvement of products and services. Applying qualitative and quantitative research methods to evaluate customer experiences for users with varying abilities and identify usability barriers and opportunities for improvement. Collaborating with product and service teams to translate research findings into design recommendations that improve customer experiences.