Account: Ontario Health
Supplier Assignment: RQ00479 - UX Researcher Senior
Job Title: RQ-2025-009066 - UX Researcher - Senior for Patients Before Paperwork (Pb4P) initiative
Office Location: 525 University Ave, Toronto
Start Date: 2026-01-15
End Date: 2026-03-31
Business Days: 68.00
Assignment Type: Hybrid Up to 3 days onsite (subject to HM's discretion)
Must Haves:
8+ years' experience Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loops
6+ years' experience Proven experience with DesignOps (Design Operations) and related processes management and optimization
6+ years' experience Strong documentation skills
Public Sector Experience: Nice to Have
Description
Background Information:
The Patients Before Paperwork (Pb4P) initiative is a comprehensive program aimed at reducing the administrative burden on Primary Care Providers in Ontario through the use of digital tools and processes. This initiative supports both new and existing digital health projects that work together to minimize traditional paper-based workflows, such as faxing referrals and prescriptions, writing clinical notes and manually completing forms. The initiative consists of 14 workstreams.
The purpose of this request is to acquire a resource to work alongside existing Leads, User Experience Design (UX) and Customer Experience (CX) to identify and document existing DesignOps and ResearchOps processes and templates, as well as identify any process gaps that exist. We are in the early stages of establishing a DesignOps function and have a need to formalize and document repeatable CX/UX processes to increase the speed and efficiency with which the teams can operate on Pb4P and future initiatives.
Must haves:
Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loops
Proven experience with DesignOps (Design Operations) and related processes management and optimization
Good understanding of User experience (UX) design process
Extensive experience with research planning and participant recruitment
In-depth knowledge of survey development and management
Experience in task flow analysis, generating user flows
Strong documentation skills
Excellent communications skills and ability to advocate for/champion CX/UX processes
Must be able to effectively facilitate remote workshops / design thinking session
Ability to multitask and work within a fast-paced environment
Experienced in Microsoft O365, including Word and Powerpoint
Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)
Responsibilities:
Work closely with Customer Experience (CX) and User Experience (UX) Senior Managers and Leads to collect data, analyze existing workflows, processes and templates, and identify opportunities and gaps
Work with key partners (Privacy, Security, Legal, Product) to determine what is required to obtain one-time approvals for repeatable CX/UX processes
Formalize and document efficient, repeatable research and design processes for CX and UX teams
Plan and facilitate team and partner feedback sessions to ideate on ideal solutions and determine the clarity and effectiveness of proposed processes and templates
Iterate on documentation and templates to obtain any necessary approvals
Provide regular feedback to the Senior Manager, Experience Design (UX) on progress and blockers
Communicate with Customer Experience teams and partners to socialize approved processes and templates
Perform other duties as assigned by management
Desired Skills:
A professional accreditation or certification in User Experience (UX)
UX research - 8+ years' experience planning and conducting research for web sites and applications (ex: comparative analysis, interviews, usability testing, focus groups and surveys), performing thematic analysis, and preparing insights reports
Participant Recruitment - Relevant experience in planning and recruiting for user research studies, such as usability testing and interviews, including managing screeners , agreements and honorariums
Process optimization Expertise in documenting and streamlining workflows
Problem-solving - Strong analytical and problem-solving skills and ability to devise simple, efficient solutions
Collaboration and Organization - A team player with a reputation for meeting deadlines, managing competing priorities and maintaining client relationships
Decision-Making - Proficient at strategic decision-making skills related to design and research operations
Research tools - Good understanding of the limitations and appropriate use of research tools and software
Whiteboarding Tools - Experience with digital whiteboarding and collaboration tools such as Mural, Miro and/or Figjam
Experience working in a health care setting and/or with digital health solutions
Experience working in the public sector
Required Experience / Evaluation Criteria:
Experience with UX research for complex web sites and applications across a range of platforms and devices. 10 Points
Experience planning and conducting user research activities, including participant recruitment, analysing feedback and presenting findings. 20 Points
Experience creating user flows, wireframes (concepts), prototypes and mock-ups. 20 Points
Experience working in DesignOps function, identifying efficiencies in design and research operations and implementing repeatable and scalable processes. 30 Points
Experience with championing customer and user experience processes across organizations. 10 Points
Proficiency in relevant tools and software, such as Photoshop and/or Illustrator, Mural, Figjam and/or Miro (or similar whiteboarding tools) and TreeJack, UserTesting and/or UXPin (or similar research tools). 5 Points
Experience working with WCAG and/or AODA compliant web sites and applications. 5 Points
Total Evaluation Criteria: 100 Points
Deliverables
Deliverables include, but are not limited to:
Create CX and UX research process documentation, including:
Document new (or revise existing) templates for repeatable activities, including:
Additional Terms
Term: The term of this Engagement Assignment is 68 Business Days. The Engagement Assignment may be extended for unused Business Days at Ontario Health's discretion.
The resource will comply with Ontario Health policies and procedures.
Ontario Health systems cannot be accessed from outside the province of Ontario, and Ontario Health assets including laptops and related equipment cannot be removed from the province of Ontario, without prior written approval from Ontario Health.
Assignment Type: This position is currently listed as "Hybrid". The resource under this request will be required to work onsite as per Hiring Manager sole discretion.
Knowledge Transfer Details:
The resource will ensure full knowledge transfer is provided to the Ontario Health team before end of engagement. Some of this might occur at the end of the engagement but will also be shared as information is obtained/consolidated. Key deliverables will be shared with team.
The resource must provide all related documentation as part of knowledge transfer protocol. Documents will be reviewed by the appropriate leads and signed off by manager/director.
The resource will work collaboratively with the Ontario Health team throughout the assignment and ensure key deliverables, milestones, and documentation are shared.
A walkthrough of any demos, development, etc. will be required before the end of the engagement.
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