UX Researcher

Mission

• The government of the Wallonia-Brussels Federation has administrative simplification as one of its priorities.

CLIENT designs digital products and services, through its interfaces, it addresses a wide variety of users:

• the agents processing of the Wallonia-Brussels Federation and the various Public Interest Bodies that depend on it,
• the staff of many organizations such as school organizing authorities,
• teachers,
• artists,
• athletes,
  
   
• Finally, any citizen is likely to interact with the application services of the French Community.
• CLIENT is also a regulatory body for digital accessibility. It carries out audit missions on all the interfaces it makes available.
• Finally, CLIENT has a Design System, and has already carried out various UX studies in the context of specific projects.
• In this context, and as part of a transversal UX initiative within CLIENT, we want to set up a structured, adaptable and reusable UX approach, making it possible to identify users and determine the level of support and the UX methods to be applied according to the audience, the context and the challenges of the project.
• The objective of the mission is to build a transversal UX methodological framework, applicable to business applications as well as digital services intended for the general public. It is estimated at about a hundred days spread over ten weeks for 2 consultants.
• We are looking for 2 Senior UX Researcher / UX Strategy & Research Lead consultants who will be proficient in qualitative and quantitative research, interviews, user testing, persona creation and user journeys, and be able to transform research results into concrete recommendations and methodologies.
• Experience in a large organization or the public sector, as well as knowledge of accessibility, inclusion and Design Systems, are assets.

Activities

Identify and understand users

• Mapping the different audiences of CLIENT's digital services.
• Conduct user research: interviews, observations, questionnaires, qualitative and quantitative analyses, etc.
• Identify their needs, uses and constraints.
• Build user personas/profiles based on the results of these searches.

Building a UX Evaluation Framework

• Create a grid to determine the level of UX support needed for each project, according to its audience, its issues, its complexity and existing knowledge:
• Lightweight UX: Known users and needs. For example, the project can mainly rely on the best practices and existing components/patterns of the Design System.
• Standard UX: new paths or partially known needs. For example, targeted research, or user testing may be necessary.
• In-depth UX: new service, large audience or complex journeys. A thorough search and the recruitment of a UX researcher may be necessary.

The goal is to adopt an approach that is proportionate to the needs of the project, rather than a one-size-fits-all UX process.

Building a UX Toolkit

• Create a repository of reusable methods and tools: interviews, questionnaires, personas, user journeys, workshops, prototype tests, user tests, analysis grids, etc.
• For each method, simply specify: Why use it? When? How? What result can be expected?
• The objective is to enable teams, including non-UX profiles, to identify and apply the right method for their project.

Test and measure

• Define a methodology for testing solutions with users and measuring their effectiveness when necessary.

Supporting the teams and the Design System

• Help teams integrate user research from the scoping stage of projects.
• Provide the templates, guides and tools necessary for the application of UX methods.
• Evolve the Design System when lessons learned from research or user tests justify it.

Expected deliverables

• Audience mapping and user persona/profile repository.
• UX evaluation grid to determine the level of support needed.
• Catalog of UX methodologies, accompanied by guides and templates.
• Methodology for testing and measuring the user experience.
• UX recommendations that can contribute to the evolution of the Design System