Senior UX Designer – Service Design
Posted Updated
Summary
Senior service design role for the Government of Ontario's Government Services Integration Cluster, designing complex transactional government digital services and enterprise platform capabilities. Day-to-day work covers user research, journey maps, service blueprints, information architecture, wireframes/prototypes, and AODA/WCAG accessibility, delivered onsite five days a week in Toronto within
Position Overview
The Government of Ontario is seeking a Senior UX Designer with a strong focus on Service Design and User-Centred Design to support the Government Services Integration Cluster (GSIC). The successful candidate will lead the design of complex, transactional digital services and enterprise platform capabilities, ensuring Ontario businesses can access, navigate, and manage government services through consistent, intuitive, inclusive, and accessible experiences.
This role is primarily focused on service design rather than traditional UI/UX or visual interface design. The ideal candidate will have demonstrated experience translating user research, business requirements, and service needs into end-to-end service journeys, service blueprints, information architecture, wireframes, prototypes, and detailed interaction specifications.
Working closely with product managers, business analysts, ministry partners, architects, developers, accessibility specialists, and testers, the Senior UX Designer will ensure that user needs inform design decisions throughout the delivery lifecycle. The candidate will also contribute to reusable enterprise design patterns, accessibility standards, design validation, and the continuous improvement of government digital services.
Key Responsibilities
1. User-Centred and Service Design
- Lead user-centred design and service design activities for complex, transactional digital services and enterprise platform capabilities.
- Translate user needs, business objectives, service requirements, and operational constraints into practical, implementable design solutions.
- Develop end-to-end customer journeys, journey maps, service blueprints, personas, information architecture, wireframes, prototypes, and detailed interaction specifications.
- Identify service gaps, user pain points, process inefficiencies, and opportunities to improve the overall service experience.
- Design consistent experiences across government services and shared platform capabilities.
2. User Research and Usability Testing
- Plan and conduct user research, stakeholder interviews, contextual inquiry, usability testing, and design validation.
- Engage diverse user groups to understand their behaviours, expectations, accessibility needs, and challenges.
- Analyse and synthesize research findings into actionable insights, design recommendations, and validated design improvements.
- Facilitate user feedback sessions, co-design workshops, and collaborative design activities.
- Validate proposed designs with users and stakeholders before and during implementation.
3. Service Journeys and Enterprise Platform Design
- Design end-to-end service experiences covering account registration and management, profiles, dashboards, forms, workflows, notifications, document interactions, delegation, and service discovery.
- Develop and maintain information architecture, interaction flows, wireframes, prototypes, and design specifications.
- Ensure design decisions support clear navigation, intuitive task completion, consistency, and reduced user effort.
- Apply reusable components, enterprise design systems, and consistent interaction patterns across platform features and onboarded government services.
- Contribute to the ongoing evolution of enterprise service design standards, reusable patterns, and design system assets.
4. Accessibility and Inclusive Design
- Apply accessibility principles and inclusive design practices throughout research, design, prototyping, and validation.
- Ensure digital service designs align with the Accessibility for Ontarians with Disabilities Act (AODA) and applicable Web Content Accessibility Guidelines (WCAG).
- Evaluate designs for accessibility barriers and recommend practical improvements to support users with diverse abilities and needs.
- Incorporate accessible interaction patterns and design standards into wireframes, prototypes, specifications, and reusable components.
- Collaborate with accessibility specialists and delivery teams to validate accessibility requirements.
5. Collaboration and Stakeholder Engagement
- Work collaboratively with product managers, business analysts, ministry partners, architects, developers, testers, and accessibility specialists in multidisciplinary Agile delivery teams.
- Facilitate design workshops, stakeholder interviews, co-design sessions, and design reviews.
- Present research findings, journey maps, service blueprints, design options, and recommendations to business and executive stakeholders.
- Maintain traceability between user research findings, user needs, business requirements, accessibility requirements, and design decisions.
- Communicate complex service design concepts clearly through visual, written, and verbal presentations.
6. Design Implementation and Continuous Improvement
- Prepare detailed interaction specifications and design documentation to support accurate implementation by development teams.
- Support developers and testers in interpreting approved designs and resolving design-related questions during delivery.
- Participate in design reviews, implementation reviews, usability evaluations, and accessibility assessments.
- Validate delivered functionality against approved designs, user needs, and service requirements.
- Identify opportunities for continuous improvement and contribute to the maturity of enterprise service design practices.
Mandatory Qualifications and Experience
Candidates must demonstrate the following experience and skills:
- Complex Transactional Service Design: Proven experience leading user experience and service design for complex transactional digital services, including end-to-end service experiences.
- Service Design Deliverables: Demonstrated experience developing user journeys, journey maps, service blueprints, wireframes, prototypes, and detailed interaction specifications.
- User Research and Design Validation: Experience planning and conducting user research, stakeholder interviews, contextual inquiry, usability testing, research synthesis, and design validation with diverse user groups.
- AODA and WCAG Accessibility: Knowledge of AODA and applicable WCAG requirements, with experience applying accessibility standards and inclusive interaction patterns to digital service design.
- User-Centred Design Methods: Strong knowledge of user-centred design, service design, interaction design, content design, and design-thinking methodologies.
- Enterprise Design Systems: Experience applying enterprise design systems, reusable components, common interaction patterns, and consistent design standards.
- Information Architecture and Prototyping: Experience translating research findings, user needs, and business requirements into information architecture, wireframes, prototypes, and implementation-ready design specifications.
- Multidisciplinary Collaboration: Experience collaborating with product managers, business analysts, developers, architects, accessibility specialists, and testers within Agile delivery environments.
- Communication and Stakeholder Management: Excellent visual, written, verbal, facilitation, and presentation skills, including the ability to communicate design findings and recommendations to senior business and executive stakeholders.
- Responsive Design: Experience designing responsive digital experiences across desktop, tablet, and mobile devices.
Requirements
Required Technical and Professional Competencies
- Service design and end-to-end journey mapping.
- Customer journey maps, service blueprints, and personas.
- User research, contextual inquiry, stakeholder interviews, and research synthesis.
- Wireframing, prototyping, interaction design, and design specifications.
- Usability testing and design validation.
- Information architecture and task-flow design.
- AODA and WCAG accessibility standards.
- Inclusive design and accessible interaction patterns.
- Enterprise design systems and reusable components.
- Transactional forms, workflows, dashboards, notifications, documents, and service discovery.
- Agile team collaboration and stakeholder facilitation.
- Design documentation, implementation support, and quality validation.
Ideal Candidate Profile
The ideal candidate is a senior-level service design professional who can demonstrate a strong portfolio of complex transactional service design projects, with clear examples of end-to-end journeys, service blueprints, wireframes, prototypes, and detailed interaction specifications.
The candidate should be comfortable leading user research, facilitating stakeholder workshops, validating designs with users, and working directly with multidisciplinary delivery teams to ensure that approved designs are implemented accurately.
Important: This opportunity prioritizes service design, end-to-end user journeys, transactional service improvement, and accessibility over purely visual UI design. Candidates whose experience is limited to visual styling, graphic design, or producing interface mock-ups without evidence of service design and user research leadership may not be suitable.
Submission Requirements
- Submit candidates with demonstrable experience in all three critical areas: complex transactional service design, service design deliverables, and AODA/WCAG accessibility.
- Include specific project examples and clearly documented responsibilities for service design, research, journey mapping, prototyping, and usability testing.
- Highlight experience with enterprise platforms, government digital services, accessibility standards, and Agile delivery teams.
- Ensure the resume clearly supports the mandatory qualifications and evaluation criteria.
- Work arrangement: Five days onsite at 222 Jarvis Street, Toronto.
- Submission deadline: October 29, 2026, at 12:00 p.m. EST.