RQ-2026-009958 - Sr. UX Researcher for Patients Before Paperwork (Pb4P) initiative

Project Overview

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.

Key Responsibilities

• Work under the direction of the UX/CX Senior Managers, and collaborate with Experience Leads and cross-functional partners to support experience design priorities, research activities and delivery across assigned workstreams.
• Partner with business, product, clinical, change management, technical and vendor teams to understand user needs, service context, business goals, technical constraints and implementation considerations
• Plan, coordinate and support CX/UX research activities, including stakeholder and user interviews, usability testing, surveys, heuristic evaluations and secondary research.
• Coordinate participant recruitment inputs, screeners, consent materials, schedules and logistics for research and validation activities.
• Support workshop planning, facilitation and documentation, including preparation of materials, activities, outputs and follow-up actions.
• Synthesize qualitative and quantitative research findings into clear insights, experience opportunities, risks, assumptions for validation and prioritized recommendations.
• Document current- and future-state workflows, user flows, task flows and service blueprints at appropriate audience levels to identify pain points, gaps, risks and improvement opportunities
• Translate research insights and requirements into practical design outputs, including information architecture, wireframes, prototypes, UI content, mockups and interaction patterns.
• Support iterative product and service design by validating workflows, assumptions, usability, solution feasibility, and artifact readiness and approvals with SMEs and cross-functional partners, and incorporating feedback into design outputs
• Collaborate with communications, change management and training partners to ensure user-facing materials reflect research insights and support adoption planning.
• Manage translation coordination and review of UI copy where required.
• Conduct usability testing and accessibility reviews to assess ease of use, clarity, task completion and alignment with AODA/WCAG Level AA requirements.
• Review product team or vendor deliverables and provide feedback or guidelines related to usability, accessibility, consistency, content clarity and alignment with CX/UX best practices.
• Document findings, design rationale, decisions, risks and recommendations in a clear, actionable format for product teams, partners and leadership.
• Deliver assigned experience artifacts and ensure they follow established templates, standard operating procedures, governance, approval and storage requirements
• Provide weekly status updates to the product team, UX Leads, Project Manager, and Senior Managers on progress and blockers.
• Other duties as assigned by management
• Research plans, including usability testing screeners and discussion guides and test scripts
• Comparative analysis
• Personas
• Current and future-state user flows
• Service blueprints
• User journey maps
• Heuristic evaluation report with prioritized recommendations
• Research synthesis and insights reports with prioritized recommendations
• UX/UI guidelines
• Product design wireframes and final mockups
• Draft UI copy decks and translations
• AODA audit report with list of prioritized defects
• Artifact review packages or approval-ready artifacts
• Regular status reports to leadership

Qualifications & Requirements

REQUIRED:

• Must be able to work 3 days onsite per week in Toronto
• End-to-end UX/CX research — 7+ years
• Research planning, participant recruitment, conducting usability testing, heuristic evaluations, synthesis, and delivering actionable recommendations
• Inclusive UX/UI and Service Design for complex digital products — 7+ years
• Translating research and requirements into user flows, journey maps, information architecture, wireframes, prototypes, and high-fidelity AODA-compliant designs
• Cross-functional delivery in complex regulated environment — 5+ years
• Working effectively with product, clinical, business, technical, vendor, change, and communications teams in a complex regulatory environment
• Experience developing research plans and supporting participant recruitment, including defining research objectives, methods, participant criteria, screeners, scheduling, discussion guides, consent/privacy materials and honorarium management
• Experience conducting CX/UX research, including user interviews, usability testing, heuristic evaluations, surveys and secondary research
• Strong ability to synthesize qualitative and quantitative research findings into clear, prioritized and actionable insights, themes, pain points, risks and opportunities
• Significant hands-on experience translating research insights and requirements into user-centred UX/UI designs for complex web-based applications, including information architecture, task flows, wireframes, clickable prototypes and high-fidelity mockups
• Proven experience applying Customer Experience and Service Design approaches, including the development of personas, journey maps, service blueprints, ecosystem maps and current- and future-state user flows
• Strong workflow and task-flow analysis skills, including the ability to work with business, product, clinical, technical and vendor stakeholders to identify pain points, validate assumptions, assess solution feasibility and translate findings into practical improvement opportunities
• Experience designing inclusive, accessible digital services that meet AODA and WCAG 2.1 Level AA expectations across research, prototyping, usability testing and UI review activities
• Experience working with UI guidelines, design systems, reusable components, pattern libraries and accessibility standards in Figma, Adobe XD or equivalent tools
• Strong written, verbal and facilitation skills, including the ability to support or facilitate remote workshops and produce clear, decision-ready documentation for product teams, leadership and partners
• Ability to liaise effectively with cross-functional leads from business, product, clinical, technical, communications, change management and support teams
• Ability to work independently with some direction from CX/UX Leads while managing ambiguity, competing priorities, risks, assumptions and dependencies
• Experience with research planning, execution, synthesis and presentation of actionable insights
• Experience creating experience artifacts such as user flows, service blueprints, journey maps, prototypes, wireframes, design mock-ups and recommendations
• Experience with cross-functional workstream delivery, facilitation support and documentation
• Experience designing solutions for complex digital workflows in a highly regulated environment
• Hands-on experience designing and testing for AODA/WCAG 2.1 Level AA compliance

NICE TO HAVE:

• Public sector experience preferred
• Certification, training or demonstrated professional development in CX, UX, Service Design, Human-Centred Design, or a related discipline
• Experience supporting complex digital health, public sector, or highly regulated transformation initiatives
• Experience working across multiple concurrent products, services or workstreams with competing priorities
• Familiarity with health care provider workflows, clinical environments, or digital health solutions
• Experience supporting Voice of Customer programs
• Experience using collaboration tools such as Miro, Mural, FigJam or similar
• Experience contributing to or applying design systems, UI pattern libraries, and content standards

Key Skills & Competencies

UX research, Usability testing, Heuristic evaluation, Figma, Adobe XD, Miro, Mural, FigJam, AODA, WCAG 2.1, Information architecture, Wireframing, Prototyping, Service blueprints, Journey maps, Personas, Design systems, Pattern libraries, Survey design, Secondary research, Accessibility testing, User flows, Task flows, UI design