A day in the life: Service Designer

To learn more about the day-to-day responsibilities of inspirational public servants, we checked in with Jordana Globerman, a Strategy and Service Designer from Ottawa, Canada.

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How would you describe your role to someone who doesn't work in the public service?

I help improve government services and policies by helping the government to better understand what users (citizens or employees) need and want.

What did you do yesterday?

I'm on mat leave — so chase a baby — but before that: I set up a workshop with call centre employees to get their input on digital systems we are using, so that we can tailor these to suit their needs and encourage them to use them.

What was your journey to this role?

I started in the government in a user research lab as a researcher and designer. I then joined this team as a manager to help better apply human-centered design principles. Before joining the government, I worked as a consultant and graphic facilitator in the private sector in Canada and the UK. I actually started the whole journey as an illustrator, and I still graphic facilitate and make comics. Life is a weird road!

What do you wish someone told you when you were starting out?

Don't worry about making the right career decisions. Just work hard, hustle and cultivate friendships. And make sure you are having fun, because life is too short not to.

What's one thing you wish the rest of government knew about your role?

What design actually is, and that good work isn't a quick fix (this is not just a government issue — everyone wants a design thinking Deus ex machina).

(Picture Credit: Pexels)