Sarah Dunn

• Work with different ministry program areas from across the government to navigate complex problem spaces, answering the question: “are we solving the right problem?” Explored options to deliver services based on user needs, available funding, organizational readiness, and technical complexity. • Improved the design of a shared intake and prioritization process for cross-ministry work, helping manage a high-volume backlog and enabling more responsive support to high-priority service transformation initiatives. • Measured and analyzed service performance to inform continuous improvement, resulting in clearer strategic direction and increased adoption of user-centered practices across departments. • Lead a team of eight service designers and analysts, creating a collaborative environment and promoting continuous learning and innovation.

• Led end-to-end service delivery projects including conducting user research, developing and testing solutions, and supporting implementation and evaluation through change management planning and ongoing monitoring of service effectiveness. • Applied agile methodologies to manage evolving priorities and enable scrum teams to respond quickly to feedback, delivering iterative improvements with measurable impact. • Used service design methodology to develop a department-wide service review method to inform a digital strategy roadmap and communicate modernization goals across the organization.

• Led user research and usability testing - including interviews and observation sessions with vulnerable communities - to clearly identify barriers in public-facing digital services, resulting in more inclusive and user-friendly experiences. • Partnered with the Office of the Advocate for Persons with Disabilities to ensure user research included people who use assistive technology, directly informing accessibility improvements on Alberta.ca. • Translated research insights into actionable design recommendations and co-created service blueprints, journey maps, and prototypes that shaped service improvements across multiple government departments. • Developed plain-language content strategies and intuitive information architecture to improve service accessibility and equity. • Mentored and trained staff (including non-designers) in inclusive research practices, expanding internal capacity for human-centered design across government teams.

• Led user research with disability communities to identify needs and priorities in collaboration with a disability-led arts organization. • Synthesized findings into an accessible co-design workshop toolkit, applying principles of design justice to support inclusive, accessible, community-led innovation.

• Designed and implemented strategic, human-centered communications plans to inform and engage citizens and stakeholders about government programs and initiatives. • Led the development and continuous improvement of digital communications channels - applied insights from user feedback and analytics to ensure accessible, inclusive, and engaging content across platforms.

• Led inclusive engagement processes with diverse community partners and stakeholders to co-design and implement local environmental monitoring services, fostering trust, shared ownership, and responsiveness to community-identified needs.

• Assessed organizational needs and implemented strategies to transform research and information into products to help leadership execute on their mandate to develop a new environmental monitoring agency In Alberta.

• Organized administrative responsibilities for recruitment, classification, budgeting, and employee relations.