UI / UX Designer

Job Purpose

The UI / UX Designer is responsible for the design of NPICTT’s digital services — the research that informs them, the journeys through them, the interfaces that present them, and the design system that holds them together.

The standard the Company sets for this work is that any citizen of Trinidad and Tobago should be able to complete a transaction on a NPICTT service, correctly and at the first attempt, without assistance and without prior experience of the service. That includes the citizen paying a traffic fine from a phone at the roadside, the pensioner receiving a grant, the student boarding a bus, and the small merchant accepting a payment for the first time. Designing to that standard, rather than to the standard of a confident digital user, is the principal challenge of the position.

Key Responsibilities

2.1 Research and discovery

• Conduct user research with citizens, merchants and agency staff — interviews, contextual observation, surveys and usability testing — and translate findings into design decisions.

• Develop and maintain personas and journey maps covering the range of users the Company serves, including users with low digital confidence, low literacy, limited connectivity, older devices and disabilities.

• Work with the Business Analysis and Consulting function during discovery so that user needs inform the solution definition rather than being retrofitted to it.

• Analyze product analytics and support contact data to identify where users are failing, and propose design responses.

2.2 Interaction and interface design

• Produce user flows, information architecture, wireframes, interactive prototypes and high-fidelity interface designs for web and mobile services.

• Design the Company’s core transactional journeys: payment initiation and confirmation, enrolment and identity verification, disbursement, refund and dispute, merchant onboarding and self-service kiosk interaction.

• Design deliberately for the unhappy path. Payment services are judged on how they behave when a transaction fails, times out, is duplicated or is declined; error, edge-case and recovery states are a required deliverable, not an afterthought.

• Design for the physical contexts in which services are used, including bright sunlight, one-handed use, kiosk hardware and constrained network conditions.

2.3 Design system and brand

• Build and maintain the NPICTT design system: components, patterns, typography, color, iconography, spacing and interaction standards, with usage guidance.

• Apply the Company’s approved brand architecture consistently, including the distinction between the consumer scheme brand and the Government payment channel brand.

• Maintain visual and behavioral consistency across the product estate, so that a citizen who learns one Company service can use the next.

2.4 Accessibility and inclusion

• Design to the Web Content Accessibility Guidelines, version 2.1, Level AA as the minimum standard, and evidence conformance.

• Apply content design and plain-language principles to all interface copy, and write or edit that copy where required.

• Consider the linguistic and cultural context of Trinidad and Tobago in language, imagery and interaction.

• Include users with disabilities and users of assistive technology in testing wherever practicable.

2.5 Collaboration and design assurance

• Work closely with the Front End Developer and Full Stack Developer to ensure designs are implemented faithfully and to resolve implementation constraints collaboratively.

• Provide the QA / QC Engineer with the design intent and acceptance criteria against which builds will be assessed.

• Support the Inclusion function with the design of citizen education, onboarding and support materials.

• Review builds against approved designs, maintain a design defect log, and confirm design acceptance before release.

• Maintain the Company’s design file repository, versioning and handover documentation.

Requirements

Minimum Qualifications and Experience

• A degree or diploma in Interaction Design, Human-Computer Interaction, Digital or Graphic Design, Computer Science or a related discipline; or equivalent demonstrable professional experience.

• A minimum of four (4) years’ experience designing digital products, including responsive web and mobile interfaces.

• A portfolio is required. Shortlisted candidates must be able to present work, explain the problem addressed, the research and reasoning behind their decisions, and the outcome.

• Experience designing transactional services — financial, government, e-commerce or similar — is strongly preferred over marketing or brand-only design experience.

• Demonstrable experience of accessibility-conformant design and of usability testing.