🎨 Service Designer

LH-06670

Yolk Digital is seeking a Service Designer for a contract with the Australian Criminal Intelligence Commission (ACIC). The ACIC sits within the Home Affairs portfolio and is a member of the National Intelligence Community and the Five Eyes Law Enforcement Group. The agency provides actionable intelligence to combat transnational serious and organised crime threats to Australia. You'll design end-to-end digital services for criminal intelligence systems — applying human-centred design to make services that work for intelligence practitioners, operational police and partner agency users, while aligning to ACIC's capabilities, analytics platform strategy and operational policies.

• Plan and facilitate user research with intelligence practitioners, operational police and partner agency users — contextual interviews, observation, co-design workshops and usability testing. • Synthesise research into personas, empathy maps, needs statements and insight reports for delivery teams and executive audiences. • Produce current-state and future-state journey maps and service blueprints that link frontstage user experience to backstage intelligence processes, data flows and systems. • Translate blueprints into high-level requirements and epic/feature hierarchies for handoff to Business Analysts and delivery teams. • Co-design and prototype service concepts; validate with users before development commitment. • Conduct heuristic evaluations and usability testing; document findings, severity ratings and design recommendations. • Define and contribute to measurement of user satisfaction, service quality KPIs and accessibility compliance. • Ensure services comply with Australian digital service standards, WCAG 2.1 AA and inclusive design principles. • Maintain design artefacts, service patterns and EPMO governance documentation. • Maintain appropriate awareness of intelligence classification and information-handling requirements relevant to research and design activities.

• Service Design, Human-Computer Interaction, UX Design or related qualifications. • Experience with Figma, Miro, Visio or equivalent design tooling. • Working knowledge of analytics platforms, data visualisation and BI tools as service contexts. • Agile delivery experience (SAFe, Scrum, Lean UX). • Knowledge of Australian digital service standards and WCAG 2.1 AA accessibility. • Service delivery and ITIL exposure. • CBAP, IIBA or equivalent BA credential (well regarded).

APS6 equivalent

Hybrid: personnel will deliver the services onsite in the buyer’s office premises in Canberra, ACT unless otherwise approved by the buyer representative. For reference, ACIC’s standard business hours are 07:00 to 19:00 Australian Eastern Standard Time, Monday to Friday, not including ACT public holidays.

12 months

1. SFIA Code: URCH (User Research), Level 4 — Plans and conducts user research using qualitative and quantitative methods; synthesises findings into actionable insights; selects appropriate methods for intelligence practitioner and user groups. Produces evidence-based findings to inform service and product decisions. 2. SFIA Code: UNAN (User Experience Analysis), Level 4 — Conducts UX analysis across service touchpoints; analyses user behaviour, mental models and pain points; communicates design implications with evidence to delivery teams and senior stakeholders. Selects and applies methods, provides expert guidance and assurance, and defines standards and tools to support consistent user-centred practice. 3. SFIA Code: HCEV (User Experience Design), Level 4 — Designs end-to-end service experiences and interactions. Creates personas, journey maps, service blueprints, interaction prototypes and design system components. Iteratively tests and refines designs with users. Produces prototypes, iterates based on feedback, and ensures designs consider usability, accessibility, security and performance requirements. 4. SFIA Code: USEV (User Experience Evaluation), Level 4 — Evaluating experiences and validating usability, accessibility and security requirements. Selects evaluation techniques, conducts evaluations, interprets results and prioritises issues. Recommends remedial actions and feeds findings into design and research cycles. 5. SFIA Code: REQM (Requirements Definition & Management), Level 4 — Translates user research and service blueprints into requirements; defines service-level user stories, acceptance criteria and design requirements; manages HCD requirements through agile sprint cadences. 6. SFIA Code: BUSA (Business Situation Analysis), Level 4 — Investigates current service context under guidance; documents as-is intelligence workflows, user journeys and capability gaps; identifies candidate service improvement opportunities. Investigating business situations to identify problems, opportunities and improvement actions, works with stakeholders to investigate situations with complexity and ambiguity. Applies structured analysis techniques, identifies root causes and constraints, and produces evidence-based recommendations and options for decision making.

1. Business analysis skills: process mapping, requirements documentation, backlog management. 2. Business process improvement (BPRE): intelligence workflow redesign; operational process transformation from a service design lens. 3. Business Modelling: process and capability modelling in support of service blueprint development. 4. Experience designing services for law enforcement, intelligence or national security environments.

Upload a Response for the Selection Criteria. Each response is limited to 3000 characters. Your CV should be no more than 3 pages. If you have previously worked at the Australian Criminal Intelligence Commission, please provide in your application: • Branch • Division