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Product Service Designer
Minneapolis, Minnesota  |  Remote, Onsite
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Applied on May 29, 2022
Job Id #54086 Posted May 12, 2022


  • Key initiatives are around helping our members find care as well as pricing out options. Additional opportunities outside finding care may come up, i.e, various mobile app projects
Service designers will create empathy maps and blueprints of design journeys that capture needs and experiences at a level above products and transactions. They are experts at cocreation and leading workshops and interviews.
Journey Mapping, facilitating workshops, creating service design blue prints and is a story teller. Research skills are a plus. 

Comfortable with these 5 Principles of Service Design
1. User-Centric
The service must always be designed around the users of the service users. Ask customers questions about how they feel, and what they want to achieve when using your product or service to gain insight into how you can improve the existing service (or whether you should introduce new services).
2. Co-Creative
All relevant stakeholders, from product design to fulfillment and customer service, should play a role in the service design process. This will help the service designer to find truly relevant solutions that provide a seamless experience for all involved.
3. Sequencing
Services should be visualized by sequences, or key moments in a customer’s journey. Each key moment can then be broken down further into three distinct steps: pre-service, during service, and post-service.
4. Evidencing
One of the more challenging aspects of this step-by-step process is helping team members understand what role they play in the overall experience flow. Service design relies heavily on evidencing, or visual communication, to help each individual team member visualize what stage the customer is in, and how they might best be served in that moment.
5. Holistic
Service design thinking is a continual assessment of what's working and what needs to be improved. It considers everything from business models to material components in an effort to create truly delightful experiences for the end user.


Ideal Background:

  • While a background in Healthcare, banking and wellness are plusses, a good portfolio that demonstrates well crafted responsive web and app solutions would be most important.

Top Requirements:

  • 3+ years of hands on work experience in digital consumer UX or product service design field using industry standard design tools to create comps and prototypes (i.e. Figma, Adobe Creative Suite, Sketch, InVision, among others)
  • 3+ years of demonstrated experience creating user experiences for responsive web and both iOS and Android apps with a UX or digital team
  • 3+ years of experience practicing design thinking, interaction design, information architecture, and visual design

Team and Team size:

  • Current Team Structure - Design Team: 1 mobile ux/ui designer, 2 ux designers, 3 web ux/ui designers.
  • Partner Team Structures: The product manager and developer count is variable depending on the project.


  • Design new and existing digital experiences for the consumer from ideation to prototype, including design frameworks, conceptual design, wireframes, interaction design, visual design, design specifications and research
  • Work closely with UX writers and Product Owners in a cross-functional team to develop great user experiences for web and mobile app channels
  • Partner to facilitate research, usability testing, and data to address consumer needs and meet key business objectives
  • Distill broad experience vision and principles into design opportunities and strategies to solve
  • Translates abstract concepts and problems into simple, elegant, and innovative designs expressed in sketches, diagrams, and rapid prototypes for responsive, mobile, and conversational channels
  • Work collaboratively with the experience design team to understand key user needs and business goals, ideate new concepts that meet the needs of both users and the business while stretching our creativity
  • Ability to seek, analyze, apply and advocate based on consumer insights (user data, analytics and requirements, etc.) to inform and shape digital consumer experiences through the entire suite of products both
  • Develop and provide successful strategic and tactical design recommendations based on technical feasibility, usability findings and design best practices
  • Work collaboratively with development and accessibility teams to understand constraints and identify opportunities to modernize our product design for consumers
  • Willingness to constructively challenge current thinking across the enterprise, pushing boundaries and driving change that will deliver exceptional user-centric experiences

Day to day

  • Daily Stand up
  • BiWeekly Sprint Grooming
  • Daily Design and/or Discovery tasks
  • Creative and Product Reviews
  • Cross functional team meetings (with A11y, Research & Consumer Insights)


  • 3+ years of relevant work experience in digital consumer UX or product service design field
  • 3+ years of professional hands-on experience working with design tools to create comps and prototypes (i.e. Adobe Creative Suite, Figma, Sketch, InVision, among others)
  • 3+ years of experience practicing design thinking, interaction design, information architecture, and visual design
  • 1+ years of experience interacting cross-functionally and with varying levels of organizational leadership
  • 3+ years of demonstrated experience creating user experiences for both iOS and Android apps with a UX or digital team
  • Exceptional design talents and a portfolio that evidences stylistic breadth that demonstrates sensitivity to diverse subject matter and cross-channel expertise in creating user-centric digital experiences for web and mobile
  • Understanding of basic front-end technologies (HTML/CSS/Jquery/React), and how design comps translate to code

Preferred Qualifications

  • Bachelor’s degree in human computer interaction (HCI), interaction design, graphic design; or relevant certificate
  • Solid digital experience capability and command of usability and design principles, and digital channel / product best practices
  • Understanding of designing for Accessibility standards WCAG / 508
  • Human-centered design proficiency
  • Experience in using A / B and multi-variate testing information and analytics to identify improvements and continually optimize based on data and defined success measures
  • Experience working with complex, enterprise-level user-facing and internal systems
  • Superb information design abilities, fastidious and efficient production and optimization habits, and impeccable problem-solving skills
  • Self-motivation, excellent communication, an open mind, the ability to thrive in multidisciplinary teams, and the skills to balance great design with short deadlines
  • Exhibit a high degree of ingenuity, creativity, resourcefulness, and works well with ambiguity
  • Deep passion for digital products and channels, constantly keeping up to date with the latest trends, best practices, and competitive activity

Interview process:

  • Portfolio Screening
  • 1st round Video Interview with a design teammate(s)
  • 2nd round Video Interviews with additional teammates, Experience Design Director and possibly a product manager.

In the interview we'd like to see:

  • How you’ve designed clear and thoughtful experiences that strike a balance between user and business needs
  • Your process for problem-solving (in addition to the polished, final design work)
  • How you collaborate and contribute to product strategy
  • A love of cultural brands and an interest in driving the future of storytelling
  • If you mesh with the team

Working Time:

  • Friday, 9am-5pm CT (general guide as we have team members on the East and west coasts as well as midwest and India.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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