Client: Supply Ontario - RQ00786

We are looking for an experienced UX Researcher – Senior to support CX/UX activities across the Patients Before Paperwork (Pb4P) initiative within the Ontario Health environment. The ideal candidate will have strong experience in end‑to‑end UX/CX research, inclusive UX/UI and Service Design, complex digital products, and cross‑functional delivery within complex and regulated environments.

Role Snapshot

Job Title: RQ00786 - UX Researcher - Senior

Client: Supply Ontario

Work Location: 525 University Avenue, Toronto, Ontario, Canada

Assignment Type: Hybrid

Estimated Start Date: October 19, 2026

Estimated End Date: March 31, 2027

Business Days: 142

Hours: 7.25 hours per day, 5 days per week

Extension: Option to extend for up to 254 additional business days at Agency’s discretion

Public Sector Experience: Preferred

Must Have

- 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.

Description

Background

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.

The purpose of this request is to acquire a resource to support and deliver assigned CX/UX activities and artifacts across one or more Pb4P workstreams, working under the direction of CX/UX Leads and/or Senior Managers. The resource will collaborate with users, business, clinical, product, change management,



technical and vendor partners to gather qualitative and quantitative insights, validate workflows and support user‑centred product and service design outcomes that help reduce administrative burden for clinicians and health care providers.

Required

These must haves are used to screen the resumes.

- 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.
- Robust 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.

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, mock‑ups 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.

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📌 UX Researcher – Senior (Toronto)
🏢 S M Software Solutions
📍 Toronto