1. Presentation of ETNIC

ETNIC (Entreprise pour les Technologies de l’Information et de la Communication) is the IT operator of the Fédération Wallonie-Bruxelles. As a public interest organization, ETNIC's mission is to design, develop, maintain, and evolve information systems and technological infrastructures serving the administrations and institutions of the FWB.

As a central player in the digital transformation of the French-speaking Belgian public sector, ETNIC operates in various fields such as:

• IT infrastructure management (networks, security, data centers, cloud),
• Development of tailor-made business applications,
• Support for digital projects (functional analysis, UX/UI, project management),
• Cybersecurity and data protection,
• User support and training.

With a constant focus on innovation, performance, and public service, ETNIC regularly collaborates with external partners to strengthen its teams through IT consultancy missions. These collaborations take place within an ethical, professional framework focused on quality and the concrete impact of delivered solutions.

2. Mission

The government of the Fédération Wallonie-Bruxelles has administrative simplification as one of its priorities.

ETNIC designs digital products and services, and through its interfaces, addresses a wide variety of users:

• administrative agents of the Fédération Wallonie-Bruxelles and the various Public Interest Organizations that depend on it,
• staff of numerous organizations such as school organizing authorities,
• teachers,
• artists,
• athletes,
• …

Ultimately, any citizen may interact with the application services of the French Community.

ETNIC is also the control body for digital accessibility. It carries out audit missions on all the interfaces it provides.

Finally, ETNIC has a Design System and has already conducted various UX studies as part of specific projects.

In this context, and as part of a transversal UX initiative within ETNIC, we wish to implement a structured, adaptable, and reusable UX approach, enabling the identification of users and the determination of the level of support and UX methods to be applied according to the audience, context, and project challenges.

The mission aims to build a transversal UX methodological framework, applicable both to business applications and digital services intended for the general public. The estimated workload is around one hundred days spread over about ten weeks for 2 consultants.

We are looking for 2 Senior UX Researcher / UX Strategy & Research Lead consultants who must master qualitative and quantitative research, interviews, user testing, persona and user journey creation, and be able to turn research results into concrete recommendations and methodologies.

Experience in a large organization or the public sector, as well as knowledge in accessibility, inclusion, and Design Systems, are considered assets.

3. Activities

Identify and understand users

• Map the various audiences of ETNIC's digital services.
• Conduct user research: interviews, observations, questionnaires, qualitative and quantitative analyses, etc.
• Identify their needs, uses, and constraints.
• Build personas/user profiles based on the results of this research.

Build a UX evaluation framework

Create a grid to determine the necessary level of UX support for each project, according to its audience, challenges, complexity, and existing knowledge:

• Light UX: users and needs are known. For example, the project can mainly rely on best practices and existing components/patterns from the Design System.
• Standard UX: new journeys or partially known needs. For example, targeted research or user tests may be necessary.
• In-depth UX: new service, large audience, or complex journeys. In-depth research and the recruitment of a UX researcher may be necessary.

The goal is to adopt an approach proportional to the needs of the project, rather than a one-size-fits-all UX process.

Build a UX toolbox

Create a repository of reusable methods and tools: interviews, questionnaires, personas, user journeys, workshops, prototype testing, user testing, analysis grids, etc.

For each method, simply specify: Why use it? When? How? What result to expect?

The goal is to enable teams, including non-UX profiles, to identify and apply the method suited to their project.

Test and measure

Define a methodology to test solutions with users and measure their effectiveness when necessary.

Support teams and the Design System

• Assist teams in integrating user research from the project's framing phase.
• Provide the templates, guides, and tools necessary for the application of UX methods.
• Evolve the Design System when lessons learned from research or user testing justify it.

Expected deliverables

• Mapping of audiences and repository of personas/user profiles.
• UX evaluation grid enabling the determination of the required level of support.
• Catalogue of UX methodologies, accompanied by guides and templates.
• Methodology for testing and measuring user experience.
• UX recommendations that may contribute to the evolution of the Design System.

As a UX Researcher, you will work in close synergy with the Design System and Accessibility teams of the Methodologies, Standards, and Technical Architecture Competence Center. You will also have contacts with the Communication Directorate of the Fédération Wallonie-Bruxelles, which centrally manages the transversal digital identity for all administrations of the French Community.

As a consultant, you are subject to the same working conditions as our internal staff, namely a hybrid mode combining on-site presence and telework, with a mandatory minimum of 50% presence in our offices.

The mission is exclusively in French.

4. Duration

The mission is planned to run until the end of December 2026 and may be extended into 2027.