BACKGROUND INFORMATION
The ITU is undertaking significant digital transformation initiatives to improve staff, member, and stakeholder experiences. To ensure digital products and services are human-centered and aligned with user needs, ITU regularly seeks UX Researchers to contribute to these initiatives. Consultants will conduct user research to inform strategy, product development, and service design, with immediate priorities including the website and digital engagement redesign, member and conference participant experiences, and document management systems.
TERMS OF REFERENCE
Under the guidance of the Chief Information Officer (CIO), consultants included in the roster may be called upon to perform assignments such as:
- Plan and conduct user research activities such as interviews, surveys, usability testing, and ethnographic studies.
- Analyse user behaviours, needs, and motivations through qualitative and quantitative research methods.
- Translate research insights into actionable recommendations for design and development teams.
- Create personas, journey maps, and user stories to inform product and service design.
- Collaborate closely with product managers, designers, and developers to ensure user insights are embedded in delivery.
- Support participatory design processes and co-creation workshops with ITU staff and stakeholders.
- Provide evidence-based recommendations to improve the usability and accessibility of ITU’s digital platforms.
- Contribute to establishing user research practices, tools, and guidelines within Information Services Department (ISD) and the Transformation team.
CONCRETE DELIVERABLES
- Submission of user research plans, reports, and documented findings from interviews, surveys, and usability testing.
- Development and documentation of Personas, user journey maps, and user stories to guide product and service design.
- Integration of recommendations and evidence-based insights into the website, member experience, and document management projects.
- Submission of Toolkit and guidelines to institutionalise UX research practices within ISD.
COMPETENCIES
- Strong knowledge of UX research methods and human-centered design principles.
- Ability to design and conduct qualitative and quantitative research studies.
- Proficiency in analysing and synthesising user data into actionable insights.
- Excellent facilitation, communication, and collaboration skills.
- Familiarity with accessibility standards and inclusive design practices.
QUALIFICATIONS REQUIRED
Education:
Advanced university degree in human-computer interaction, user experience, psychology, social sciences, or related field OR education from a reputed college of advanced education with a diploma of equivalent standard to that of an advanced university degree in one of the fields above.
Experience:
At least five (5) years of experience conducting UX research and applying human-centered design in digital product development. Proven experience in usability testing, user interviews, and user journey mapping. Experience working in international organizations or multi-stakeholder environments is desirable.
Languages:
Knowledge of English at advanced level. Knowledge of French would be an advantage.
REMUNERATION INFORMATION
Between USD 280 and USD 650 per working day to be defined according to the work experience of the consultant.