Research Officer – Individual Contractor

Terms of Reference

General Background of Project or Assignment, Operational Context:

The Digital Service (DS) advises on, creates and delivers digital solutions and strategies for engaging with UNHCR’s primary audiences; including the public, partners, governments, refugees and staff. As part of its responsibilities, DS oversees UNHCR’s global web presence, producing and managing websites for a range of stakeholders throughout the organization to help them engage effectively with their key audiences. For these websites to achieve their goals, it is essential that they be designed and built with a proper understanding of the needs and behaviour of their intended end users – whether those be forcibly displaced and stateless people, governments, operational partners, the private sector, researchers, media or others.

Within this context, the Digital User Research Officer will employ a range of user research and testing methodologies to inform our priority web projects; both at the beginning of projects in order to contribute to the initial functional specifications, as well as during the design phases to ensure the final products meet stakeholder and user needs. Given the nature of the stakeholders in question, the role requires an experienced professional with a structured approach to user research, and with the ability to adapt interactions and communication style to a variety of stakeholders.

PURPOSE AND SCOPE OF ASSIGNMENT:

Concise and detailed description of activities, including measurable outputs and delivery dates, impact indicators (what qualitative and quantitative results would be achieved upon completion of individual contract), performance indicators (timelines, value of the service rendered in relation to the cost, timeliness) and work plan: 

The contractor will operate within the Digital Service (DS), which sits in the Division of External Relations (DER). 

Under the overall supervision of the Senior Digital User Research Officer, the Digital User Experience Officer will work to ensure the usability and coherence of our digital sites and services for our target audiences. In particular, this role will be responsible for the following activities within our key web projects:

• Audience research during the needs assessment phase of web projects, including conducting surveys and/or interviews. Deliverables will include defining research plans and methodologies, detailed interview notes, analysis and reporting of findings, (if relevant) the creation of personas representing key audience segments, and recommendations and implications for site design, information architecture and functionality.
• Prototype development during the design phase. Deliverables, to be provided in close coordination with the wider web project and design team, may include wireframes, mapping user journeys for our online services, refining and developing prototypes and input on design proposals.
• User testing of draft designs/wireframes and prototypes throughout the project lifecycle to ensure a User Centered Design approach is followed from project outset to delivery. Deliverables will include a detailed report of findings, including any barriers to the usability of proposed designs/IA, and recommendations for their optimization.
• Training and supporting operational colleagues on user testing methodologies. In some cases, we need to provide colleagues in the field with the appropriate knowledge and frameworks to conduct their own user testing. Deliverables include training materials and data capture tools.
• Usability testing to ensure that sites developed deliver the required features and functionality identified by users and stakeholders.
• Some travel may be required, in particular to conduct user research in field settings.

REQUIRED QUALIFICATIONS, LANGUAGE(S), AND WORK EXPERIENCE:

Field of expertise, competencies:

• Bachelor’s degree in communication, Sociology, Digital/Product Design or other related field. Training or significant experience in audience research and website user testing methodologies is also essential for this role.

Required/mandatory: 

• Proficiency in the full range of audience research and testing methodologies, including surveys, interviews, user observation and contextual interviews (remote and in-person), card sorting, tree testing, mobile testing and others.
• Strong analytical and reporting skills, including the ability to analyse and report on complex research findings and draw clear, actionable conclusions.
• Proficiency in developing audience personas, wireframes and website user journeys based on audience research.
• Experience with website wireframe and prototyping tools.
• Familiarity with web analytics tools
• Expert knowledge of web usability best practice
• Experience conducting Expert Reviews of existing sites to advise on improvements based on best practice
• Excellent communication skills, including the ability to adapt communication style to a range of different stakeholder groups
• Ability to work well within a diverse and interdependent team environment.
• Strong organization and coordination skills
• Excellent listening and observational skills
• Fluency in English

Desired:

• Knowledge of Spanish, French or Arabic would be an asset.
• Minimum years of work experience (NOTE: candidates with less years of experience cannot be short-listed or recommended):

Language:

• Required: English
• Desirable: Spanish, French or Arabic
• Minimum of 5 years (4 years for Master’s degree holders) of relevant work experience, including experience in the following:
• Employing the full range of user research and testing methodologies to inform a variety of web and other digital projects for international organizations.
• Developing audience personas and digital user journeys based on audience research.
• Developing wireframes to help stakeholders envision user journeys.
• Drawing actionable conclusions from user research.
• Briefing and working closely with design and development teams on website development and optimization projects.

Source: https://unhcr.wd3.myworkdayjobs.com/en-US/External/job/Geneva-Switzerland/Research-Officer—Individual-Contractor_JR2446470