As Design Specialist, I have created and contributed to solutions that have improved the lives of Kiwi businesses. The design and deployment of the following services was part of a collaborative effort, and I was able to use my broad experience in both public and private sector to help shape and influence the value that a customer-centric approach can have on service design. I work with businesses to understand their pain points and to road test concepts; and with internal business owners and policy makers to understand how the law is applied, encouraging them to take a pragmatic and user-centric approach design.Digital Boost CheckableLed the design of the Digital Boost Checkable RFP process – from research through to implementation. Checkable is a world-first online assessment tool that is like a warrant of fitness for a business’ online presence. Checkable looks beneath the hood of a business’ digital presence and identifies what’s working what needs a turn up.Digital Boost Checkable is an extension of Digital Boost Educate – a free digital skills learning platform for small business.Business ConnectProduct owner Experience Design and a key member of the Business Connect platform establishment team – a multi-disciplinary group of people who collaborated closely with each other. Led the design and implementation of the first two pilot services, including mentoring service designers and UX designers;During COVID, led the design of: - COVID Tracer App Business Register which enabled businesses to register and capture their business locations and generate their QR code posters, - Essential services register which enabled essential service businesses to register with MBIE and receive permission to trade during the first Alert Level 3 lockdown, and - Business travel register which enabled essential services to apply for permission to travel across an Alert Level 4 or 3 border.

As Principal Advisor Digital Channels for WorkSafe, I played a lead role in the delivery of WorkSafe's Digital Platform Project (DPP). This project consolidated 6 WorkSafe's websites into a single digital offering. The Project went live on 28 November 2017 – ahead of schedule and on-budget. WorkSafe is NZ's workplace health and safety regulator. Their website is a critical digital service for supporting its engagement, education and compliance activities with a wide range of users. The main aim of the DPP was to deliver a solution that improved overall user experience and provide users with information, tools and resources to enable and empower them actively participate in improving New Zealand’s health and safety performance. During my time at WorkSafe, I was also able to use my extensive experience to help shape and influence the value that a user-centric approach can have on service design.One of the key deliveries of the project was the development of a tool enabling users notify WorkSafe about workplace injuries, illnesses or incidents. Notifications are set out in legislation and all businesses must report serious workplace events. Businesses were unclear about what events needed to be notified to WorkSafe, leading to confusion and over-reporting (of what were essentially) non-notifiable events. The new tool guides users through the notify process. It first determines if the event is notifiable. It does this by asking three simple, qualifying questions. If the event is notifiable, the user continues on the notify journey and the tool collects all relevant information. If the event is not notifiable, the user informed and no further action is required .I was also involved in the design and delivery of two digital tools to support small and medium-sized business (SMEs) and New Zealand Ports better understand and manage risks. These tools complement the Government’s Better for Business programme which has a strong focus on digital service availability.

During my time at MBIE, I provided communications and strategic advice across multiple IT projects, specialising in digital channel strategy, website consolidation and redevelopment, CMS capability, IT managed services, and corporate capability projects.

Skilled and experienced online communications practitioner. I combine my communications skills with technical web skills, including design, development, testing and deployment of medium to large corporate websites for internal and external use. Strong understanding of the principles of, and experience in, web standards and best practice.Brand champion with particular emphasis on digital channels. Able to devise and apply strategies with a focus on solutions that suit all parties.Experienced 0nline emergency communications practitioner. Quick to adapt to situations that can be stressful, and work smartly in pressurised environments.Experienced social media practitioner. I am always looking for ways to use social media as a communications channel. Experienced at writing policy and strategy.High quality writing, editing and proofreading skills for a wide range of materials. Skilled at translating technical text into plain EnglishExcellent PC and MAC skills. I keep up-to-date with new developments and am comfortable working in both environments. Ability to quickly understand and use multiple content management systems, desk top publishing and graphics applications. Strong project management experience and ability to meet tight deadlines and maintain high standards. Committed to delivering results with client and organisation focused solutions. Online production management of strategic reports, newsletters, surveys and emergency management communications.New Zealand and international experience.

Communications lead on the redevelopment of the Ministry’s corporate intranet and external websitesGeneral communications support.

Administration of the various web channels within the group Marketing, Education and Communications Group.Assisted team members in preparation of web material for internal and external communications.Assisted with preparation of marketing materials.

Management and administration of Trintech’s corporate websites. Responsible for the design and development of eNewsletter and eMarketing materials. Support for Director of Marketing and Communications on trade shows and conferences, direct marketing campaigns and public relations activities.

PA to Head of Mortgages & Head of Market Development – July 1996 – July 1997Strategic Internet Project Support (2 month project) – July 1997 – August 1997Input to Bank of Ireland Group Mortgage websiteWebsite administrator – September 1997 – August 1999

As part of the Competitive Positioning Group, which was established to initiate and develop a change management programme for Bank of Ireland’s services and staff.Secretarial support for Group Manager.DTP support for senior managers.Team representative on Bank of Ireland website redevelopment.

Assisted with the changeover from MS-DOS to Windows-based office packages, primarily on WordPerfect. Devised training needs analysis and questionnaires for Field Officers to assess training requirements.

I was responsible for office administration, including general secretarial support, finance, and arranging ability and personality tests, and psychometric assessments.

Initially a six-month temporary assignment as an Office Administrator, my duties varied and changed as I gained new skills.By the end of time at Guinness Ireland, I was also providing support to DTP bureau, and also supporting the training team following the transition from DOS to Windows-based office software, including providing telephone support and organising external training courses.