Shared Perspective Consulting
Available Services
My work is grounded in a simple belief: the people who experience an organization should have a meaningful voice in shaping how that organization works. I support Indigenous-serving organizations to listen deeply, understand lived experiences, honour community knowledge, and turn what they learn into better services, systems and experiences.
Through Community Centred Engagement, Experience Design, Service & System Design, and Continuous Support, I work alongside organizations to strengthen how they engage, listen, design, deliver and continuously improve. The result is better services, clearer systems, stronger experiences and organizations that are more responsive, effective and accountable to their communities.
Because when we are truly in service to our people, we should be willing to ask: Is this working? For whom? And how can we make it better?
Community-Centred Engagement | Build an ongoing relationship with your community, not a one-time engagement process
Meaningful engagement isn't something an organization does when it needs information. It's an ongoing practice of listening, learning and responding to the people it serves. I help Indigenous-serving organizations build the systems, practices and confidence to engage their communities directly, regularly and purposefully, at a pace and in ways that are meaningful to the community. The organization should be present for this work. When the people responsible for delivering programs and services are also listening to the people they serve, engagement becomes more relational, more sustainable and more connected to action. The goal isn't to collect more data. It's to build the relationships and internal capacity to use what you hear to continuously improve. Engagement should lead somewhere. Community members give their time, knowledge, experiences and stories. Organizations have a responsibility to be thoughtful about what happens next. Together, we establish clear approaches for: * Why information is being gathered and what decisions it will inform * Who has access to it and who is responsible for it * How information will be protected, stored and used * How people will be compensated, recognized or reciprocated for their contributions * How community knowledge will influence decisions * How the organization will communicate back what it heard and what it is doing about it * When and how often engagement happens, with the community helping to determine what meaningful regularity looks like This may include developing or strengthening: * Community engagement frameworks * Ongoing listening and feedback systems * Engagement principles and protocols * Community advisory or working groups * Surveys, interviews and listening sessions * Feedback and data stewardship practices * Community decision-making processes * Communication and feedback loop practices * Internal roles, responsibilities and processes for ongoing engagement The information gathered through engagement shouldn't sit in a report or disappear into a database. It should become a source of ongoing learning that helps organizations continuously improve programs, services, processes and systems. My role is to help your organization build the approach, not become the organization that engages your community for you. The long-term goal is for your team to develop the trust, relationships, practices and confidence to keep listening and responding long after our work together ends. Typical timeframe: 4–8 weeks Final timeframe, scope and investment are determined together based on the needs, size and complexity of the experience review. Scope: Each engagement focuses on developing or strengthening one defined community engagement approach, including its purpose, principles, methods, roles, responsibilities, feedback processes and ways of using and communicating what is learned. Broader organizational transformation, extensive research or engagement delivery, large-scale data collection, technology implementation, policy development, governance and comprehensive community engagement strategies across multiple unrelated areas are outside the standard scope and can be scoped separately.
Experience Design | Understand what people experience and where you can improve it
Sometimes you know something isn’t working, but you don’t need a six-month redesign to understand why. An Experience Review helps you see where people are getting stuck, what is creating unnecessary barriers, and what could work better for the people you serve and the employees supporting them. We take a structured, people-centred look at one defined experience from both sides: what the experience is like for the people you serve, and what it requires from the employees, processes and systems delivering it. For Indigenous and community-serving organizations, this might mean looking at how a person finds and accesses a program, understands their eligibility, completes an intake or referral, navigates a website, or receives information. It can also mean examining what employees experience behind the scenes - how they find information, manage requests, move work between systems, communicate with the people they serve, or navigate processes that may be creating unnecessary effort. Looking at both experiences together can reveal where a challenge is really coming from. A confusing process for a community member may create additional work for employees. An inefficient internal workflow may create delays or barriers for the people waiting for support. Improving one side often means understanding the other. We consider what information is needed, why it is being collected, and how it will be accessed, stored and used, with privacy, dignity, consent and appropriate ownership at the centre. These considerations are developed openly with the people and communities involved. We consider the broader context around the experience, including community, culture, place, organizational realities and the knowledge of the people doing the work. We listen and learn before making recommendations, then identify practical opportunities to improve, test and sustain. Good for: * Websites, apps and digital experiences * Forms and information pathways * Program and service access * Service recipient journeys * Intake and referral processes * Employee experience and workflows * Internal systems and processes * Communication experiences * Experiences that move between employees and service recipients The goal is to make experiences easier, clearer and more respectful for the people you serve, while helping employees reduce unnecessary work, navigate processes more effectively, and better support the programs and services your organization provides. Typical timeframe: 2–4 weeks Final timeframe, scope and investment are determined together based on the needs, size and complexity of the experience review. Scope: Each review focuses on one defined experience and one primary problem or goal. This is an evaluation and recommendation engagement; implementation, broad organizational assessments, unrelated experiences and major redesign work are scoped separately.
Service & System Design | Understand how a service works and design a better way forward
Services are rarely just one thing. They are made up of people, processes, technology, information, communication, policies and handoffs. When those pieces don't work well together, the people accessing the service - and the staff delivering it - feel the friction. Service & System Design helps you understand a service as a whole, see where people and employees encounter barriers, and redesign how the pieces work together. For Indigenous -serving organizations, this can mean making it easier for service recipients to access programs and services, improving intake or referral pathways, reducing unnecessary work for staff, or creating clearer connections between teams, information and technology. We work with the people involved in the service to make the current experience visible, understand what is happening behind the scenes, and design practical improvements together. We consider what information is needed, why it is being collected, and how it will be accessed, stored and used, with privacy, dignity, consent and appropriate ownership at the centre. These considerations are developed openly with the people and communities involved. Listen & Learn We begin with the people involved in the service - community members, service recipients, employees and other relevant perspectives - and learn from their experiences and the context around them. Centre People & Place We look at the service through the realities of the people using and delivering it, considering culture, community, place, organizational capacity and the relationships that shape the experience. Imagine Possibilities We identify where the service could work differently and explore practical opportunities to reduce friction, improve access and strengthen how the pieces connect. Create & Co-Design We develop improvements collaboratively. Co-design brings community knowledge, lived experience and organizational expertise into the process, helping ensure that solutions reflect the people they are intended to serve rather than being designed for them from a distance. Try, Listen & Adapt We turn ideas into things that can be tested, learn from what happens, and adapt before investing heavily in a solution. Sustain & Share We leave your team with clear tools, knowledge and recommendations that can support continued improvement beyond the engagement. Typical timeframe: 4–8 weeks Final timeframe, scope and investment are determined together based on the needs, size and complexity of the service or system. Scope: Each engagement focuses on one defined service, program, system or process and the key people, touchpoints and dependencies needed to understand it. More extensive service redesign, prototyping and implementation can be scoped separately. Broad organizational transformation, multiple unrelated services, technology implementation, policy development, governance and comprehensive ecosystem assessments are outside the standard scope.
Continuous Support | Build your capacity to keep improving
You don't always need a consultant to do the work for you. Sometimes you need an experienced design partner to help your team think differently, navigate a challenge, build skills or bring a human-centred perspective to an important decision. Advisory support gives your organization access to experience and service design expertise when you need it. Your work. Your team. Design expertise when you need it. I can support your team to: * Develop a community-centred engagement approach * Plan or review research and engagement * Make sense of feedback and qualitative data * Map experiences, services or processes * Facilitate co-design * Coach a human-centred design project * Identify and prioritize improvement opportunities * Test and refine changes * Develop experience measures and feedback loops * Build human-centred practices into your organization Support can be structured as: * Advising - strategic guidance on a specific challenge * Coaching - building your team's skills and confidence * Partnering - working alongside your team on a project * Fractional support - ongoing design expertise without hiring externally The goal isn't to create dependence on a consultant. It's to help your organization build the confidence, tools and capability to keep listening, learning and improving. Support can be arranged around one defined project or as ongoing advisory support. Time commitment,, scope and investment are determined together based on the needs, size and complexity of the support. Scope: Work is directed toward defined improvement activities within the agreed consulting allocation. New projects, implementation work, extensive research, sensitive-data activities and work outside the agreed service scope may require separate scoping.