Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 150 staff across Australia and New Zealand, we tackle the biggest social challenges through the smart and creative use of technology.

We work with community, government and corporate partners to solve issues around homelessness, family violence, mental health and disability, as well as supporting Indigenous communities, women, youth and families.

Our products and services are used by over 25,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.

And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion and creating stronger communities. We believe no-one should be left behind in today’s digital world.

In November 2018, Infoxchange joined forces with Connecting Up (which operates in NZ as TechSoup New Zealand) to form the Infoxchange Group. Together, we are Australia and New Zealand’s leading not-for-profit dedicated to using technology to improve the lives of people experiencing disadvantage and the organisations that support them.

Read more about Infoxchange in our annual report at https://infoxchange.org/2020.

About the role

Help us design the Ask Izzy service and uncover the potential for us to create better outcomes for people seeking help.

The Social Innovation and Digital Inclusion (SIDI) team are looking for a Service Designer to play a key role in the design and experience of the Ask Izzy service for help seekers and service providers.

Reporting to the Service Design Lead you will join a small design practice that works alongside product, UX and development to design, explore and test help seeker and service provider experiences that will be embedded in Ask Izzy. This role will provide you with the opportunity to be both strategic and hands on and will be responsible for delivering service design streams of product and customer discovery.

You will build a deep understanding of the needs of people experiencing vulnerability and the complex system they need to navigate to find support. To deliver value, you will work closely with both the Service Directory product team and the Ask Izzy product team.

Ask Izzy (www.askizzy.org.au) is a website that connects people in need with housing, a meal, money help, family violence support, counselling and much more. It is free and anonymous.

In times of crisis, such as the recent bushfires and the COVID-19 pandemic, the importance of the directory and Ask Izzy has been highlighted with searches for help rapidly growing to over 300,000 per month from people all across Australia. Our ambition is to amplify that impact by enhancing Ask Izzy to further meet the needs of people in Australia and service providers nationally.

This is a unique opportunity to join a newly formed team at Infoxchange to shape the direction of our social impact, our implementation of emerging technologies and help people across Australia access vital services.

This is a full time / part time flexible, one year contract position, based in Melbourne. 

What you will do

• Join a cross-departmental product team and be responsible for the user across all stages of product development.
• Work closely with multiple Product teams at Infoxchange to explore the user journey of Help Seekers and Service Providers, and to create solutions that meet their needs.
• Conduct research with users on behalf of Infoxchange to drive new product/service development across key products. This will include sector representatives, internal and external stakeholders, Product Advisory Group (PAG) members and other people who will help us have better understanding of achieving our goals
• Coordinate and facilitate workshops internally, with customers and users to determine current state pain-points and determine opportunities.
• Make informed decisions based on user and customer needs in line with technology constraints.
• Develop prototypes through workshops and co-design for testing and validating with users.
• Build artefacts to communicate insights and develop our shared understanding
• Be open to new ways of working, skill sharing and innovation to bring greater opportunities to Infoxchange.

What we are looking for

• Knowledge – You have a track record of designing and conducting user interviews, design research and facilitating workshops using co-design methodologies.
• Communication – You’ll be able to clearly communicate with diverse audiences using video and images to support story-telling and prototype design.
• Empathetic – You are curious about users, what their needs and motivations are, and how we can help them. You understand, or are willing to develop and understanding of, the disadvantages that some people in Australia experience, and how this impacts their ability to participate fully in society. 

Job Perks:

We’re passionate about work-life balance so we have flexible work arrangements, additional leave provisions and a fabulous health and wellbeing program (think online yoga and meditation as well as yearly flu shots). We also have salary packaging options that could assist in increasing your take-home pay and plenty of learning and development opportunities. Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that.

If this sounds like the role you have been looking for, don't hesitate - apply today via the 'Apply Now' button.