Human Centered Service Designer & Strategist

📍 Job Overview

Job Title: Human Centered Service Designer & Strategist

Company: UChicago Medicine

Location: 5841 S Maryland Ave, Chicago, IL 60637, United States

Job Type: Part-Time (0.5 FTE)

Category: Healthcare Operations & Service Design

Date Posted: April 15, 2026

Experience Level: 2-5 Years (Early to Mid-Stage Designer)

Remote Status: On-site

🚀 Role Summary

• This role focuses on developing and implementing a human-centered design (HCD) core within the Health Data Science Institute (HDSI) to address critical healthcare delivery challenges.

• It involves leveraging a variety of design methods, including contextual inquiry, co-design, service design, and rapid prototyping, to create innovative solutions.

• The position requires extensive collaboration with diverse stakeholders across clinical, operational, and research domains within a leading academic healthcare system.

• The primary objective is to support practice improvement and advance healthcare delivery science through design thinking and strategic implementation.

📝 Enhancement Note: This role is a two-year appointment designed to build and establish a Human-Centered Design (HCD) capability for HDSI. It is explicitly positioned for an early to mid-stage designer eager to develop program capacity and gain mentorship from a professor at Illinois Institute of Technology’s Institute of Design. The emphasis on "human centered" and "service design" within a healthcare context signifies a strategic move by UChicago Medicine to integrate design thinking into their operational and clinical improvement initiatives, directly impacting patient experience and system efficiency.

📈 Primary Responsibilities

• Develop and apply human-centered design methodologies (e.g., contextual inquiry, co-design, service design, rapid prototyping, pilot testing) to solve high-priority healthcare delivery challenges.

• Partner with a wide range of stakeholders, including physicians, nurses, pharmacists, social workers, health system leadership, community leaders, scholars, information technologists, and equipment/device vendors, to co-create solutions.

• Engage directly with patients and caregivers to gather insights and ensure solutions are patient-centric.

• Collaborate on the design and implementation of innovative clinical processes, decision-making frameworks, and systems of care.

• Support hospital-related information technology implementation initiatives, including simulation and user experience testing.

• Evaluate safety events, such as medication errors, and service design concerns, identifying root causes and proposing design-based interventions.

• Review and analyze new robotics efforts and human-automation interactions to optimize user experience and system integration.

• Analyze clinical teamwork, performance processes, and communication dynamics within complex healthcare domains.

• Participate in clinical facility design, ensuring patient and staff needs are central to the physical environment.

• Evaluate and design communication and educational materials for patients and caregivers to improve understanding and engagement.

• Broaden the understanding and knowledge across the health system regarding the role and impact of design services.

• Support practice improvement and healthcare delivery science initiatives across the UChicago Medicine system.

• Track and present data related to design project outcomes and impact.

📝 Enhancement Note: The responsibilities highlight a hands-on, collaborative, and analytical approach. The breadth of involvement, from evaluating safety events to facility design and human-automation interaction, underscores the strategic importance of service design in optimizing the entire healthcare ecosystem. The expectation to "broaden the understanding and knowledge" suggests a role that will also involve advocacy and education for design principles within the organization.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 2 years of experience working within a healthcare clinical setting.

• Proven experience in applying design thinking, user research, and service design methodologies to solve complex problems.

• Demonstrated ability to manage, interpret, and present data effectively to diverse audiences.

Required Skills:

• Human-Centered Design (HCD): Deep understanding and practical application of HCD principles and methodologies.

• Service Design: Expertise in mapping customer journeys, designing service blueprints, and optimizing service delivery processes.

• Contextual Inquiry & User Research: Proficiency in ethnographic research methods, direct observation, and in-depth interviewing to understand user needs and behaviors.

• Co-design & Facilitation: Ability to effectively facilitate workshops and co-design sessions with diverse groups of stakeholders.

• Rapid Prototyping & Piloting: Skill in quickly developing prototypes (e.g., wireframes, mockups, service prototypes) and conducting pilot tests to iterate on solutions.

• Healthcare Systems Knowledge: Familiarity with healthcare processes, clinical workflows, patient journeys, and the complexities of academic medical centers.

• Data Analysis & Interpretation: Ability to collect, analyze, and interpret qualitative and quantitative data to inform design decisions and measure impact.

• Exceptional Communication: Superior interpersonal, verbal, and written communication skills, capable of engaging effectively with clinicians, administrators, patients, and leadership.

• Problem-Solving: Strong analytical and critical thinking skills to identify issues and develop innovative, user-centric solutions.

• Collaboration & Teamwork: Ability to work effectively both independently and as an integral part of a multidisciplinary team.

• Mentoring & Influence: Capacity to mentor others in design principles and influence stakeholders towards user-centered approaches.

Preferred Skills:

• Experience with implementation science principles and methodologies.

• Familiarity with health equity and population health strategies.

• Knowledge of information technology implementation in healthcare.

• Understanding of regulatory and accrediting requirements in healthcare systems.

• Experience in designing communication and educational materials.

• Interest in publishing research and presenting at conferences.

📝 Enhancement Note: The requirement for a Master's degree in design or a related field, combined with 2+ years of healthcare clinical experience, positions this role for individuals with a strong academic foundation and practical exposure to healthcare environments. The emphasis on "early to mid-stage designer" suggests that while experience is necessary, the role also offers significant mentorship and development opportunities, aligning with the two-year appointment structure.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Design Projects: Showcase 2-3 significant projects that demonstrate your end-to-end design process, from problem definition to solution implementation and impact assessment.

• Demonstration of HCD Methodologies: Clearly illustrate the application of specific human-centered design techniques (e.g., user interviews, journey mapping, persona development, usability testing) within your projects.

• Service Design Examples: Include examples of service blueprints, process flows, or experience maps that illustrate how you've designed or improved service interactions.

• Prototyping & Iteration Evidence: Showcase examples of prototypes created (low-fidelity to high-fidelity) and explain how iterative feedback was incorporated.

• Metrics & Impact: Quantify the impact of your design interventions whenever possible, using relevant metrics (e.g., improved patient satisfaction, reduced wait times, increased efficiency, error reduction).

Process Documentation:

• Workflow Design & Optimization: Provide examples of how you have mapped, analyzed, and redesigned existing workflows to improve efficiency, safety, or user experience.

• System Implementation Support: Detail your involvement in the implementation or improvement of systems (e.g., IT systems, care pathways, operational processes), focusing on the user adoption and integration aspects.

• Measurement & Performance Analysis: Demonstrate how you have established metrics, collected data, and analyzed performance to evaluate the effectiveness of implemented designs and processes.

• Cross-Functional Collaboration Documentation: Highlight instances where you have collaborated with diverse teams (clinical, IT, administrative) to achieve design outcomes.

📝 Enhancement Note: For this role, a portfolio is crucial. It should not only showcase design output but also the strategic thinking and process rigor behind it. Candidates should be prepared to articulate how their design interventions directly addressed specific healthcare delivery challenges and led to measurable improvements, aligning with the "practice improvement and healthcare delivery science" mandate.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Health Insurance: Comprehensive medical, dental, and vision coverage (pro-rated for part-time status).

• Retirement Savings Plan: Access to a 403(b) or similar retirement savings plan with potential employer match.

• Paid Time Off (PTO): Accrued vacation, sick leave, and holidays, pro-rated based on FTE.

• Tuition Reimbursement/Professional Development: Opportunities for continued learning, workshops, and potentially tuition support for further education, aligning with the mentorship provided.

• Employee Assistance Program (EAP): Confidential counseling and support services.

• Life and Disability Insurance: Employer-paid or voluntary options for life and long-term disability insurance.

• Wellness Programs: Access to various health and wellness initiatives.

Working Hours:

• Part-Time (0.5 FTE): Approximately 20 hours per week.

• Shift: Day shift.

• Schedule Flexibility: While the role is on-site, there may be some flexibility in scheduling the 20 hours per week to accommodate project needs and collaboration, subject to manager approval.

📝 Enhancement Note: The salary estimate is derived from industry benchmarks for similar roles in major metropolitan areas like Chicago, adjusted for part-time status and the specific experience level. Benefits are typical for a large academic healthcare institution and are often pro-rated for part-time employees. The "two-year appointment" nature might influence some benefits (e.g., long-term disability eligibility), which should be confirmed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare (Academic Medical Center)

Company Size: Large (UChicago Medicine is a major academic health system with multiple hospitals, clinics, and a strong research arm, employing thousands of individuals).

Founded: The University of Chicago founded its medical school in 1927, and UChicago Medicine has evolved significantly since then, with a strong legacy in research and patient care.

Team Structure:

• HDSI Department: This role sits within the Health Data Science Institute (HDSI), indicating a focus on leveraging data and advanced methodologies to improve healthcare.

• Cross-Functional Collaboration: The role necessitates deep collaboration with a wide array of departments and professionals, including clinical teams (physicians, nurses), IT, administration, research scholars, and patient advocacy groups.

• Reporting: The position will be mentored by a professor at Illinois Institute of Technology’s Institute of Design, suggesting a dual reporting or strong advisory relationship that bridges academia and the healthcare system.

• Design Services Team: The role aims to establish a "human-centered design core" and "build a program," implying the potential to grow a dedicated design services team over time.

Methodology:

• Design Thinking: The core methodology will be Human-Centered Design (HCD), encompassing empathic research, ideation, prototyping, and testing.

• Healthcare Delivery Science: The work is grounded in advancing healthcare delivery science, focusing on practical improvements and evidence-based practice.

• Data-Driven Improvement: While design-focused, the role emphasizes the use of data for analysis, decision-making, and measuring impact.

• Implementation Science: Understanding and applying principles of implementation science to ensure that designed solutions are effectively adopted and sustained within the complex healthcare environment.

Company Website: https://www.uchicagomedicine.org/

📝 Enhancement Note: UChicago Medicine's culture as a leading academic medical center likely emphasizes research, innovation, patient-centricity, and a commitment to excellence. The integration of a design strategist within HDSI underscores a forward-thinking approach to leveraging data and design for operational and clinical advancements. The mentorship from IIT's Institute of Design highlights a commitment to cutting-edge design practices.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as an "early to mid-stage designer" with a "two-year appointment." It represents an opportunity to establish and grow a design function within a major healthcare institution. While not a senior leadership role initially, it offers significant potential for impact and skill development.

Reporting Structure:

• The candidate will work closely with clinical and operational leaders at UChicago Medicine.

• They will receive mentorship from a professor at the Illinois Institute of Technology’s Institute of Design, providing academic and design-specific guidance.

Operations Impact:

• The designer's work will directly influence the efficiency, safety, and patient experience of clinical processes and systems.

• By applying HCD, the role aims to improve care delivery, reduce errors, enhance communication, and increase patient and staff satisfaction.

Growth Opportunities:

• Program Development: Opportunity to shape and build a new HCD program, gaining experience in program strategy and capacity building.

• Skill Specialization: Deepen expertise in specific HCD methodologies (e.g., service design, patient experience design, human-automation interaction) within a healthcare context.

• Cross-Functional Leadership: Develop strong stakeholder management and influence skills by working across diverse teams and levels of the organization.

• Academic Collaboration & Publication: Potential to contribute to research, co-author publications, and present findings through the mentorship with IIT.

• Career Advancement: Successful performance in this role could lead to more senior design strategy or operations leadership positions within UChicago Medicine or other healthcare organizations. The two-year appointment structure suggests a potential for conversion to a permanent role or a stepping stone to further opportunities.

📝 Enhancement Note: This role is ideal for a designer looking to specialize in healthcare and gain experience in establishing a design practice. The mentorship and academic affiliation offer a unique growth path not typically found in standard industry roles, focusing on both practical application and theoretical grounding.

🌐 Work Environment

Office Type: UChicago Medicine is a major academic medical center. The work environment will likely be a blend of office-based work within the HDSI department and active involvement in clinical and operational settings across the medical center.

Office Location(s):

• Primary Work Location: Hyde Park, Chicago, IL, likely within the UChicago Medicine campus. The specific address is 5841 S Maryland Ave.

• Clinical Settings: The role requires presence in various clinical areas (e.g., patient floors, clinics, labs) to conduct direct observation and stakeholder engagement.

Workspace Context:

• Collaborative Spaces: Access to meeting rooms, project spaces, and potentially a dedicated design lab or studio within HDSI, depending on program development.

• Technology & Tools: Expected access to standard office technology, presentation tools, and potentially specialized design software or hardware depending on project needs. Collaboration with IT will be key.

• Team Interaction: Frequent interaction with HDSI colleagues, clinical staff, researchers, and external partners. The environment will be dynamic, requiring adaptability to different settings and team dynamics.

• Academic Environment: Exposure to a research-intensive atmosphere, encouraging inquiry, learning, and evidence-based approaches.

Work Schedule:

• Part-Time (0.5 FTE): Approximately 20 hours per week.

• Day Shift: Standard daytime working hours.

• Flexibility: While the role is on-site, there may be some flexibility in how the 20 hours are scheduled, provided project needs and collaboration requirements are met. This will need to be confirmed with the hiring manager.

📝 Enhancement Note: The on-site requirement is critical, emphasizing the need for direct observation and engagement within clinical environments. The blend of office, clinical, and potentially academic settings (IIT) creates a dynamic work environment that requires adaptability and strong interpersonal skills.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of application, resume, and portfolio for alignment with HCD principles, healthcare experience, and required qualifications.

• Hiring Manager Interview: Discussion focused on your understanding of human-centered design, experience in healthcare, and initial thoughts on applying design to healthcare challenges.

• Portfolio Presentation & Case Study Review: A critical stage where you will present 1-2 key projects from your portfolio, demonstrating your process, methodologies, and outcomes. Be prepared to discuss your role, challenges, and learnings.

• Team/Stakeholder Interviews: Meetings with potential collaborators from clinical, operational, and HDSI teams. This assesses your ability to communicate, collaborate, and build rapport.

• Mentorship Discussion: Potentially a conversation with the academic mentor from IIT to gauge alignment and expectations.

• Final Interview: May involve senior leadership or HR to discuss the role's strategic importance and finalize terms.

Portfolio Review Tips:

• Structure Your Presentation: Organize your presentation logically, following a typical design process: problem definition, research/empathy, ideation, prototyping, testing, and implementation/impact.

• Highlight Your Role: Clearly articulate your specific contributions, especially in collaborative projects. Use "I" statements for your actions and "We" for team efforts.

• Show, Don't Just Tell: Use visuals (sketches, user flows, photos, prototypes) to illustrate your work.

• Quantify Impact: Whenever possible, present metrics that demonstrate the positive outcomes of your design solutions (e.g., improved patient satisfaction scores, reduced process times, fewer errors).

• Tailor to Healthcare: Emphasize projects or aspects of projects that are most relevant to healthcare delivery, patient experience, or clinical operations.

• Be Ready for "Why": Be prepared to explain the rationale behind your design choices and methodological approaches.

Challenge Preparation:

• Scenario-Based Questions: Anticipate questions about how you would approach specific healthcare design challenges (e.g., "How would you improve patient flow in the emergency department?" or "How would you design a better handoff process between nurses?").

• Process Design Thinking: Be ready to discuss how you would apply HCD to a given problem, including research methods, ideation techniques, and prototyping strategies relevant to healthcare.

• Stakeholder Management: Prepare examples of how you've managed conflicting stakeholder needs or gained buy-in for design recommendations.

• Understanding HDSI: Research UChicago Medicine's Health Data Science Institute to understand its mission and how design can complement its data-driven initiatives.

📝 Enhancement Note: The portfolio presentation is likely the most significant part of the interview process. Candidates should prepare a compelling narrative that showcases their ability to translate complex user needs into actionable, impactful design solutions within a healthcare context. Emphasizing the "human-centered" aspect throughout will be key.

🛠 Tools & Technology Stack

Primary Tools:

• Design Software: Proficiency in tools like Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD), Miro, or Mural for wireframing, prototyping, visual design, and collaborative ideation.

• User Research Tools: Experience with survey platforms (e.g., SurveyMonkey, Qualtrics), user testing platforms, and potentially qualitative data analysis software.

• Prototyping Tools: Familiarity with tools that allow for interactive prototyping to simulate service or system interactions.

Analytics & Reporting:

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or Looker for analyzing and presenting data related to design project outcomes.

• Spreadsheet Software: Advanced proficiency in Microsoft Excel or Google Sheets for data manipulation and analysis.

• Qualitative Data Analysis: Familiarity with tools or methods for analyzing interview transcripts, observation notes, and user feedback (e.g., NVivo, thematic analysis techniques).

CRM & Automation:

• Healthcare Information Systems: While not directly managing them, familiarity with Electronic Health Records (EHRs) like EPIC, or other healthcare management systems is advantageous due to the clinical context.

• Project Management Tools: Experience with tools such as Asana, Trello, Jira, or Monday.com for managing project timelines and tasks.

• Collaboration Platforms: Proficient use of Microsoft Teams, Slack, or similar for daily communication and collaboration.

📝 Enhancement Note: While specific tools aren't listed, the role's nature suggests a need for strong proficiency in standard design and collaboration software. Experience with analytics tools and an understanding of healthcare information systems would be highly beneficial, given the HDSI context and the need to measure design impact.

👥 Team Culture & Values

Operations Values:

• Patient-Centricity: A fundamental value ensuring that all design efforts prioritize the needs, experiences, and well-being of patients and their caregivers.

• Innovation & Excellence: A drive to push boundaries, explore new approaches, and achieve the highest standards in healthcare delivery and design.

• Collaboration & Teamwork: A belief in the power of collective intelligence, fostering an environment where diverse perspectives are valued and integrated.

• Data-Driven Decision Making: Commitment to using evidence, research, and metrics to inform design choices and measure impact effectively.

• Equity & Inclusion: Dedication to designing solutions that address health disparities and promote equitable access to care for all populations.

• Continuous Learning: An ethos of ongoing professional development, staying abreast of design trends, healthcare advancements, and implementation science.

Collaboration Style:

• Interdisciplinary: Expect a highly collaborative environment where designers work closely with clinicians, researchers, IT professionals, and administrative staff.

• Participatory: Encourages active involvement from all stakeholders in the design process, from initial research to solution refinement.

• Iterative & Feedback-Oriented: A culture that embraces feedback, learning from failures, and continuously refining solutions based on insights.

• Transparent Communication: Open dialogue and clear communication are essential for navigating complex projects and building trust across different disciplines.

📝 Enhancement Note: The emphasis on "human-centered," "healthcare delivery science," and the integration within HDSI suggests a culture that values rigorous, evidence-based approaches to improving healthcare through innovation and collaboration. The role will likely thrive in an environment that is both academically curious and operationally focused.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Healthcare Systems: Understanding and influencing established clinical workflows, organizational structures, and stakeholder priorities within a large academic medical center.

• Bridging Design & Clinical Practice: Translating abstract design concepts into practical, implementable solutions that resonate with clinicians and fit within operational constraints.

• Demonstrating ROI: Quantifying the value and return on investment of design initiatives in a healthcare setting, which can be challenging due to the complexity of outcomes.

• Change Management: Facilitating adoption of new processes and systems designed through HCD, requiring effective communication and stakeholder buy-in.

• Balancing Part-Time Hours with Project Demands: Effectively managing workload and engagement within a 20-hour per week schedule while contributing meaningfully to significant projects.

• Building a New Program: Establishing the HCD core and building program capacity from the ground up requires initiative, strategic thinking, and persistence.

Learning & Development Opportunities:

• Specialized Healthcare Design Training: Deepen expertise in applying HCD specifically to healthcare challenges, patient safety, and clinical operations.

• Mentorship from Academia: Benefit from direct mentorship from an Illinois Institute of Technology Institute of Design professor, gaining insights into cutting-edge design theory and practice.

• Exposure to Healthcare Delivery Science: Contribute to and learn from initiatives focused on improving healthcare outcomes and efficiency.

• Cross-Disciplinary Skill Development: Enhance skills in areas like implementation science, data analysis, and stakeholder engagement through project work.

• Potential for Publication: Opportunities to contribute to research papers and present findings at academic or industry conferences.

• Program Building Experience: Gain valuable experience in developing and scaling a new functional area within a large organization.

📝 Enhancement Note: The challenges are significant but directly tied to the growth opportunities. This role is designed for someone who is eager to tackle complex problems, build something new, and learn extensively within a supportive, albeit demanding, environment.

💡 Interview Preparation

Strategy Questions:

• "How would you approach understanding the needs of diverse stakeholders (e.g., physicians, patients, IT) for a new patient portal design?" (Focus on research methods, empathy, and stakeholder mapping.)

• "Describe a time you used a specific HCD methodology (e.g., contextual inquiry, co-design) to solve a complex problem. What was the outcome?" (Prepare a detailed case study from your portfolio.)

• "How would you measure the success of a service design intervention aimed at improving patient handoffs between shifts?" (Discuss metrics, data collection, and impact assessment.)

• "Imagine you are designing a new system for medication administration. What are the key safety considerations you would prioritize?" (Demonstrate understanding of healthcare risks and human factors.)

Company & Culture Questions:

• "What interests you about UChicago Medicine and its mission in healthcare delivery?" (Research the institution's values and recent initiatives.)

• "How do you see design thinking complementing data science within HDSI?" (Think about how qualitative insights can inform quantitative analysis and vice-versa.)

• "Given this is a two-year appointment to build a program, what would be your top priorities in the first 90 days?" (Show strategic thinking and initiative.)

Portfolio Presentation Strategy:

• Select Relevant Projects: Choose 1-2 projects that best demonstrate your HCD and service design skills within a complex system or healthcare-adjacent context.

• Tell a Story: Frame your presentation as a narrative: the challenge, your approach, the process, the solution, and the impact.

• Emphasize Your Role & Process: Clearly articulate your specific contributions and the steps you took. Use visuals to illustrate your process (e.g., journey maps, personas, wireframes, prototypes).

• Quantify Impact: Be ready to present any metrics or qualitative feedback that demonstrate the positive outcomes of your work.

• Prepare for Q&A: Anticipate questions about your design choices, challenges faced, and how you would adapt your approach to UChicago Medicine's specific context.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong grasp of HCD principles, practical application in complex environments, and a clear understanding of healthcare challenges. The ability to articulate the "why" behind design decisions and to quantify impact will be crucial.

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📌 Application Steps

To apply for this Human Centered Service Designer & Strategist position:

• Submit your application through the UChicago Medicine careers portal using the provided URL.

• Tailor your resume: Highlight your Master's degree, 2+ years of healthcare clinical experience, and specific HCD/service design skills. Use keywords from the job description such as "Human Centered Design," "Service Design," "Contextual Inquiry," "Healthcare Systems," and "Implementation Science."

• Prepare your portfolio: Curate 1-2 strong case studies that showcase your design process, methodologies, and impact, with a specific emphasis on healthcare or complex system applications. Ensure it's easily accessible (e.g., a link to a personal website or PDF).

• Research UChicago Medicine: Understand their mission, values, and recent initiatives in patient care and innovation. Familiarize yourself with the Health Data Science Institute (HDSI) and the Illinois Institute of Technology's Institute of Design.

• Practice your interview responses: Prepare to discuss your portfolio in detail and answer strategy-based questions related to healthcare design challenges.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, particularly regarding salary, benefits, and specific interview processes, should be verified directly with the hiring organization before making application decisions. The "two-year appointment" status should also be clarified regarding potential for extension or conversion.