Lead, User Experience Designer

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The Role.

Your product is all about helping families care for one another. It’s been three months since you launched a new set of features in the mobile app designed specifically for caregivers that are looking after an ailing spouse. According to the leading metrics, initial uptake has been really strong. In fact, they are a little beyond your expectations. Activations of the features are up while sign ups and downloads are also increasing among the new user group. 

However, your team’s ultimate objective of significantly increasing Monthly Average Users does not appear to be budging. Sure it’s a lagging metric, but it should have taken hold by now. You meet with the customer success team to see if there are any new issues being reported. Nothing there. You double check the onboarding flow on a few different sized devices for both iOS and Android. It all looks good. You review the dozen or so interviews you did with the prototypes, but nothing pops out.

Then you look at the funnel metrics the product manager set up for the onboarding flow. You notice a fairly significant drop about half way through the flow. It’s a key screen that sets up a daily/weekly reminder for the caregiver. That’s definitely an issue. Users specifically asked for these types of reminders to keep them on track with their new daily tasks. You’re not sure why they’d abandon it right there. 

Teaming up with the product manager and customer service team, you set up four or five user interviews with people that started the flow but didn’t complete it. In it, you ask the user to walk you through their experience and there you see it: the date and time picker in the reminder set up is illegible. You’re sure you haven’t seen this bug with all the testing so you keep going. You notice that all the font looks, well, BIG. You ask the user about it and she says, “Oh sure, with my eyes I had my daughter adjust the size of the type of all the apps on my phone.” Then you realize that this customer segment is in an age group that is much more likely to have adjusted their font size due to their sight issues. Since you don’t have analytics on phone settings, you do a few Google searches and find out it’s quite common.

With these new insights and user profile in mind, it’s time to tackle a redesign!

What we are looking for:

We are seeking customer obsessed individuals who have an eye for detail - down to the speed of transitions. You put the customer first and find creative ways to learn from them. You aren’t interested in maintaining things, but scaling and building. Seeing your team’s work being used by tens of thousands of people on a daily basis makes you tick. Your team pushes code and bam, people are instantly using your designs. Sometimes it sucks. Many times it’s awesome. All the time it’s motivating and thrilling.

If you’ve gotten this far, you are nodding your head and also probably:

  • Understand user experience to be an art and a science. You understand creative solutions are best tested and proven.
  • Draw obsessively - prototype instinctively
  • Have some war stories about really screwing up a feature. It created some scars and calluses you won’t soon forget.
  • Provide three solutions when given a problem to solve in order to get feedback on what is possible, usable and viable for the business
  • The user experience doesn’t start or end within the app or browser or even the phone. Context, environment, and complementary products are critical to the experience particularly within the IoT industry

You’ll be responsible for:

  • Knowing our customers inside and out: We are customer obsessed and keep their needs at the top of our minds. We’ll look to you to engage with customers and potential customers to understand their motivations. Through interviews, behavioral data, surveys, support tickets, online reviews and social media, you’ll bring a deep knowledge of our various user segments and their motivations into product experience.
  • Knowing our product inside and out: Many of us at the company have not been in our positions for the life span of the product, so we didn’t build it. However, we own it. You too should become a subject matter expert on the product itself. You will know the screens, the flows and the interactions. You will know which settings impact which experiences and how. You should have an ongoing list of questions regarding why something was created the way it was and be ready to answer questions as if you built it yourself
  • Owning your OKRs: Jiobit has big goals that we share regularly throughout the organization. There is a clear line between your outcomes and our success. 
  • Knowing the niche: Whether its menu structures, user onboarding, social sharing of content or whatever specific need the team is considering, you will be expected to find and present best-in-class examples of similar endeavors provided by other products
  • Prototyping: We thrive on user feedback. In fact we aim to interview 5 users a week on whatever problem we are trying to solve. Often that means drumming up new ideas on the fly and and getting that in front of users.
  • Collaborating: We have a growing team and we share our successes. This means working with dev teams to understand what’s possible, our customer success team to understand the issues their fielding, the marketing team to understand message we are delivering to users
  • Growing: You need to be ok with sucking at something while sharing your work to expedite the learning process. We grow together. You know that UX design is an ever-changing field so you are reading books, subscribing to best design podcasts and developing far-too-strong opinions of Peloton’s new “class stack” collection feature.

What you’ll need:

  • 5+ years of User Experience design, preferably consumer facing web, native mobile, product, graphic, interaction, content, and/or information design
  • 2+ years working on consumer facing mobile apps
  • Experience working in Sketch, Invision, Miro, Zeplin and other industry-standard wire-framing tools
  • Knowledge in prototyping tools preferred
  • Strongly preferred experience work IoT devices or connected hardware components
  • Proficient and experienced in the scale and implementation of digital design systems
  • In-depth knowledge of design principles and experience simplifying complex systems
  • Able to balance methodological rigor with scrappiness and urgency
  • Excellent written and verbal communication and interpersonal skills
  • Experience working in an agile team environment
  • Passion for research-fueled rapid ideation
  • Holistic understanding of user experience design between hardware and software
  • Self-starter and a strong desire for team collaboration

Compensation:

Total compensation between $120,000 - $135,000 (location and experience-dependent) for new team members, with performance and milestone-driven adjustments

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Location

Heart of loop, an easy walk from both Metra train stations and nearly every El line. Quick stroll to the river or Millennium Park for an outdoor walk.
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