Digital court services
Service design for digital services at the Court of King’s Bench, working in cross-functional Agile teams. Projects include the Surrogate Digital Service and Digital Court Orders.
About
I’m a service designer with more than 18 years of experience in user research, information architecture and digital strategy, with roots in front-end development. I help public-serving organizations make their digital services function better for the people who rely on them.
I love working as an extension of internal teams: building capacity, guiding and advising, or jumping in to put solutions in place directly.
I’m based in Victoria, BC, and collaborate remotely across Canada.
I love grappling with tricky problems to make digital services more effective, usable and inclusive.
Areas of expertise
Research & strategy
Field research, interviews, surveys and usability testing that challenge assumptions and give teams a shared, evidence-based direction.
Service design
Journey maps, service blueprints, process flows and prototypes, co-designed with the people who use and deliver the service.
Information architecture & content
Bringing structure, order and clarity to websites, intranets and services through information architecture, metadata and content design.
Implementation & measurement
Bridging the gap between vision and delivery: implementing analytics, designing dashboards, and helping teams interpret and act on what the numbers show.
Selected work
Client journey mapping
Research into whether the application process was deterring applicants, followed by current- and future-state client journey maps, a roadmap and a change management plan to rebuild a client experience strained by pandemic-era changes.
Website redesign & intranet
Service designer and project architect for the albertainnovates.ca redesign, launched in 2023 with consistent program presentation and clear intake deadlines. Earlier, I led discovery and design of WeConnect, an organization-wide intranet.
Website discovery & design
Turning a tangle of scattered sites and applications into a single site for more than 14,000 physician members, with dashboards tailored by role and accessible from anywhere on the site.
Standards repository & document control
A single repository for more than 3,000 documents, with document-control processes that work across business units, thoughtful automation where it helps most, and an interface that surfaces what matters to each person’s role.
From departments to topics
Restructuring the County website around the topics residents look for, not internal departments. Co-design workshops brought departments on board, and performance improved measurably after launch.
Clients
I’m proud to have worked with many public and private sector organizations, including:
- Government of Alberta (Justice Digital)
- Alberta Innovates
- Alberta Medical Association
- Alberta Motor Association
- APEGA
- ATCO
- Athabasca University
- Covenant Health
- Edmonton Public Schools
- EPCOR
- InnoTech Alberta
- Reimagine Architects
- Strathcona County
- University of Alberta
- Women Building Futures