Intern_Parents' Preschool Service Journey Review, ECDA/PN

The Service Experience Design (SED) team sits within the SvP branch that plays a strategic role in transforming ECDA’s services. The team uses Service Design and Design Thinking methodologies to deeply understand the lived experiences of families and educators - identifying key service pain points, challenges, and user needs through research, journey mapping, and stakeholder engagement. By translating these insights into opportunities for improvement, the team partners with relevant divisions to co-create, prototype, and iterate solutions that enhance service delivery across the early childhood ecosystem. This internship is suitable for undergraduates who are keen to explore a career in the public service sector, particularly in the early childhood development sector, and/or the service design and user research job family. The intern will support ongoing Service Journey Review (SJR) projects such as the Parents' Preschool SJR (Search to Withdrawal/Cessation), and other initiatives aimed at enhancing the stakeholder’s experience with ECDA. Responsibilities The role offers hands-on exposure to design thinking, user research, and service improvement efforts in the public sector across four main areas: 1) Field Research and Discovery a) Assist in preparing for field research activities, including drafting discussion guides, interview scripts and participant screening criteria. b) Support the recruitment and scheduling of research participants, including parents and preschool operators. c) Take notes at interviews and focus group discussions and prepare transcripts and session summaries. d) Assist in analysing existing feedback sources such as contact centre data and survey results to identify recurring themes. e) Support the mapping of research findings against the parent journey to build an evidence-based journey map. 2) Ideation and Concept Development a) Help organise brainstorming sessions and co-creation workshops with internal and external stakeholders. b) Assist in clustering insights, framing opportunity areas and prioritising ideas. c) Support the development of service concepts into actionable proposals, including the creation of simple mock-ups or wireframes using tools like Miro or Figma. 3) Documentation and Reporting a) Document research processes, findings and recommendations throughout the project period b) Prepare progress updates and insight reports for internal stakeholders 4) Collaboration and Communication a) Work closely with a multidisciplinary team and a range of stakeholders, including parents, preschool operators and partner agencies b) Communicate effectively with team members and stakeholders to ensure alignment and integration of information across workstreams. In line with ECDA’s commitment to ensure meaningful internship experiences, the intern will participate in team meetings, divisional events, and service-related workshops to gain a broader understanding of how the team operates. Before the end of the internship, the intern will present his/her findings and recommendations to the Director or relevant senior stakeholders. Requirements We are looking for a team player who is resourceful, creative and proactive, and who possesses an empathetic and collaborative mindset. The intern should be comfortable speaking with members of the public, including parents from a range of backgrounds. Skills: • Good writing and interpersonal communication skills • Basic understanding of design thinking and user research methods • Data analysis skills, including working with spreadsheets and descriptive statistics • Familiarity with collaboration and design tools such as Miro or Figma