Resume

Summary

I am an experienced practitioner who influences and mentors others. I work with teams to set direction, assure quality across services and lead the delivery of programs.

Experience

Government of Yukon

Manager, Visitor Services

Whitehorse, Yukon, Canada
February 2022 to present

Responsibilities:

  • Design and oversee a modernized, multi-channel visitor experience strategy that aligns with the department's corporate vision
  • Monitor and report on key performance indicators for visitor services, including in-person and digital touchpoints
  • Operate 6 Visitor Information Centre buildings and a fleet of digital tourism kiosks located throughout the Yukon and Alaska
  • Lead and manage 60 people including hiring, performance and career development
  • Direct and report on annual operational budgets and targets, including special projects
  • Support community and private sector tourism operators and programs
  • Distribute and promote tourism-related information in Yukon communities, including emergency advisories
  • Foster relationships with Yukon First Nations, tourism industry organizations, businesses and government

User Experience Manager

Whitehorse, Yukon, Canada
December 2020 to February 2022 (1 year, 3 months)

Achievements in role:

  • Led development and pioneered the use of the Yukon.ca Design System and design patterns to help create consistent, accessible user experiences across government
  • Carried out and advised on research with citizens through user interviews, discovery workshops and prototype testing to inform service vision and advocate for user needs
  • Facilitated 100+ service maturity assessments to evaluate project progress and adherence to standards
  • Oversaw an organization-wide initiative to assess over 350 websites and digital services for risk, then prioritized and decommissioned or transitioned remaining properties to new infrastructure and processes

Responsibilities:

  • Establish, lead and support a multi-year user experience strategy and approach for government digital services
  • Work closely with managers and their teams to understand problem spaces and prioritize digital transformation efforts
  • Collaborate with technical and infrastructure teams to design, build and operate platform-level products to enable modern digital service delivery
  • Grow the practices of and tools for user research, performance measurement and analytics within government

Product Manager

Whitehorse, Yukon, Canada
April 2020 to December 2020 (9 months)

Achievements in role:

  • Led product strategy on Yukon.ca to handle COVID-19 traffic spikes and greatly increased demand for digital services and pandemic-related information
  • Managed ongoing iteration of the website, including prioritization of backlogs, budget allocation and development of roadmaps

Responsibilities:

  • Represent product at senior level, including performance reports and communications
  • Plan and coordinate delivery with vendors, government departments and all levels of the organization

Five Ravens

Product Designer, Manager and Co-Founder

Whitehorse, Yukon, Canada
December 2018 to May 2021 (2 years, 6 months)

Five Ravens is simple software to manage small sports clubs and leagues. I was a co-founder and looked after its design, marketing, sales and product management.

Five Ravens was sold to a private company who have full ownership.

Responsibilities:

  • Design the product interface and user experience
  • Market and sell the product
  • Provide support to users
  • Manage product backlog and improvements

Proskida

Product Designer and Manager

Whitehorse, Yukon, Canada
May 2019 to April 2020 (1 year)

Achievements in role:

  • Led the design and delivery of Protern.io, a platform for innovative alpine ski coaches who want their skiers to improve faster

Responsibilities:

  • Design the architecture, interface and interaction flow for products
  • Develop scenarios, use cases and detailed requirements for products
  • Develop wireframes, visual mock-ups and prototypes
  • Create test plans, coordinate user research and analyze, report and act upon findings
  • Develop standards and processes to apply design thinking and principles to product development and management
  • Collaborate with software engineers throughout the design and development life-cycle using an agile methodology
  • Assist with customer development, support and product marketing
  • Write and manage customer support documentation website

Government of Yukon

Product Manager

Whitehorse, Yukon, Canada
January 2017 to May 2019 (2 years, 5 months)

Achievements in role:

  • Led design and development of Government of Yukon's website, Yukon.ca and the publishing software shared by all of government
  • Managed ongoing iteration of the product post launch, including prioritization of backlogs, budget allocation and development of roadmaps
  • Wrote user stories, created business cases, communicated progress and reported against success metrics of Yukon.ca
  • Created policies, guidance and standards for use of Yukon.ca by departments and vendors
  • Nominated for Premier's Award of Excellence and Innovation

Responsibilities:

  • Provide in-depth knowledge of user needs based on user research. Champion user needs in the initial and ongoing delivery of Yukon.ca
  • Set measurable goals for the Yukon.ca website and report against these to demonstrate progress and build trust amongst users and stakeholders
  • Communicate the benefits of the Yukon.ca publishing software and share the experience of delivery to build the capability of others within government
  • Plan and coordinate delivery across multiple vendors, government departments and all levels of the organization
  • Lead the technical transition program to close the 200+ websites of government departments, and relaunch their web presence on Yukon.ca

Service Design Manager

Whitehorse, Yukon, Canada
April 2015 to May 2019 (4 years, 2 months)

Achievements in role:

  • Helped establish the discipline of service design and agile delivery in government
  • Defined and worked with other groups to publish new standards and policies for government services on the Digital Service Delivery Guide
  • Designed and established the common technologies and platforms for digital service development and delivery
  • Worked with departments across the government to set up, then consistently measure and report on the performance of digital services for the public
  • Led the design, development and delivery of Yukon.ca, the government's new user-centered website

Responsibilities:

  • Act as a point of authority on service design and user research in government
  • Advise and inspire others on the topics and disciplines of user research, design and performance measurement as it applies to government service design
  • Lead discussions at a senior departmental level to accommodate and plan for new services
  • Set up, train and lead cross-government service delivery teams
  • Grow the numbers, skills and culture of staff applying service design thinking to new and existing government services
  • Assist in the recruitment and management of the eServices for Citizens team

Subvert Marketing

User Experience Designer and Co-Owner

Whitehorse, Yukon, Canada
February 2007 to March 2015 (8 years, 2 months)

Provide research, strategy and design services for iterative development of enterprise software, business web applications, corporate websites and mobile apps to be used by government and private sector clients and their customers.

  • Create interaction (task and goal analysis, personas, user experience audits and swim- lanes) and information architecture (workflows and wireframes) diagrams to assist in the construction of software, applications and websites
  • Perform heuristic usability analysis and user research interviews (in-person and remote) for planning software, applications and websites
  • Build working prototypes of software, applications and websites in order to openly iterate and improve upon design in front of the client
  • Collaborate with software engineers and business analysts to design and deliver coded HTML/CSS templates for integration into new and existing software applications
  • Be part of teams that deliver WPF and Java desktop software, web-based systems, Windows Phone apps, Windows Store apps, iOS apps and Android apps
  • Find client work, prepare contracts, write RFP responses and manage customer expectations and requirements
  • Develop detailed work plans, project schedules, task lists and budget status reports
  • Meet with client stakeholders, often in large groups to determine, document and prioritize project and organizational needs

Aasman Brand Communications

Manager, Interactive Media

Whitehorse, Yukon, Canada
June 2003 to February 2007 (3 years, 9 months)

Develop and manage interactive marketing programs for government and private sector clients.

  • Tasked with ongoing client management and communication of project vision, goals, budgets, schedules and design rationale across departmental teams
  • Work with print designers, marketers and web developers on multi-platform projects
  • Lead interface design and evaluation projects for websites and applications, including 5- 25 person usability testing (lab, remote and heuristic models)
  • Design and evaluate information architecture, wireframes, task flows, content plans and user interface diagrams
  • Prepare, write and present client proposals and responses to RFPs
  • Research and write application usage docs and website content management guides

Northwestel

Project Manager (contract)

Whitehorse, Yukon, Canada
May 2004 to October 2004 (6 months)

Contracted through Aasman to Northwestel Information Systems to provide project management and business analysis for integration of new server application software.

  • Oversee project budget and schedule, purchase hardware and software, then lead technical integration whilst balancing Aasman Interactive short and long-term priorities
  • Show strong leadership and expertise in consensus-building across multiple departments including engineering, QA and marketing plus external software and hardware vendors
  • Quickly adapt to documentation and communication process in large organizations with the ability to make informed decisions that maintain project momentum
  • Work under high pressure deadlines and budgets within a diverse atmosphere

K1 Technology

Senior Web Designer

Abbotsford, BC, Canada
May 2002 to January 2003 (9 months)

Design and build Adobe ColdFusion websites and web application interfaces.

  • Plan, design and deliver templates for client projects
  • Document and design user interfaces for an Adobe Flash Rich Internet Application (RIA) that enabled radiologists from across 3 different hospitals to manage work and vacation schedules online
  • Write project briefs and communication plans and conduct sales presentations
  • Entrusted with copywriting and editing for corporate email newsletters, proposals and client website content

Currency Marketing

Intermediate Web Designer

Chilliwack, BC, Canada
October 2000 to May 2002 (1 year, 8 months)

Integral part of a multi-discipline (print, web, video and photography) marketing team that used Adobe ColdFusion to build client websites.

  • Develop and analyze use cases to support design and implementation phases of complex online learning application that is still in use by more than 700 employees
  • Manage web marketing campaigns for high profile financial and tourism clients
  • Show professional demeanor and strong team player skills with customer service orientation and demonstrated tact in public settings

YukonNow.com

Junior Web Designer

Whitehorse, Yukon, Canada
February 2000 to October 2000 (9 months)

Design and maintain website interface graphics for the Yukon's first online newspaper.

  • Coordinate with freelance writers and photographers, both internal and contracted
  • Demonstrate personal negotiation skills when meeting with local business for ad sales

Education

Loyalist College

E-Journalism Online Publishing diploma

Belleville, Ontario, Canada
1999 to 2000
  • Received dean's list honours
  • Well-versed in Canadian Press (CP) style documentation

Lakehead University

Honours Bachelor of Outdoor Recreation, Parks and Tourism

Thunder Bay, Ontario, Canada
1993 to 1997
  • Completed variety of courses in business administration, communications and marketing, statistical research and analysis, facility management, leadership, risk management and liability
  • Honours thesis project published in international academic journal

Accomplishments

Training courses

2024

  • Standard First Aid & CPR

2023

  • Getting to problem solving
  • A Respectful Workplace...What's Conflict Got To Do With It?

2022

  • Learning Together: Yukon First Nations Land Acknowledgements
  • Solicitation Methods
  • Market Research
  • Procurement Policy Overview
  • Understanding Finance, Market Research and Procurement Policy
  • Health and Safety at Work
  • Performance Management Conversations
  • Introduction to the ATIPP Act: Level 1
  • Creating Mindful People of Colour (POC)-Affirming Events

2021 and older

  • Leading Others with Divergent Perspectives (2021)
  • Leading for the Long Haul (2021)
  • Collaboration and Trust at Work (2021)
  • Managing Remote/Hybrid Teams (2021)
  • Targeted Leadership Training (2021)
  • CanUX conference workshops and sessions (2018)
  • Microsoft MIX09 conference workshops and sessions (2009)
  • Cooper U: Interaction Design Practicum (2008)
  • Information Architecture (IA) Summit workshops and sessions (2005)
  • PMI Project Management Professional (PMP) training and certification (2004)

Honours and awards

Publications

  • Cognitive dissonance: A consequence of serious leisure

Volunteering

  • Chair. Joint Health and Safety Committee, Department of Tourism and Culture, Government of Yukon. May 2024 to present
  • President. Cycling Association of Yukon. February 2020 to February 2024 (4 years)
    • Over a 4 year period, grew membership by over 650% through relationship building and program management
    • As race organizer, led the team that won the 2023 Cycling Canada Event of the Year for the Canadian Cross-Country Marathon Mountain Bike Championships in Whitehorse, Yukon
    • Established and oversaw new processes for communications, budgeting, reporting and performance monitoring
    • Diversified revenue to create a more robust mix of memberships, event and program registrations, sponsorships, donations and government and business funding
    • Oversaw delivery of new kids and youth cycling programs in Whitehorse and other Yukon communities
    • Led the development of and guided a 4-year strategy for Cycling Association of Yukon
  • President. TechYukon. January 2006 to January 2011 (5 years)
  • Director. Snowboard Yukon. October 1998 to October 2007 (9 years)