Work
Selected professional experiences and project examples
Service Design Lead
Organization: Canadian Broadcasting Corporation (CBC)
Department: Transformation Office
About the role: CBC is Canada's national public broadcaster. The department’s mission is to support change management initiatives and create the conditions for CBC’s success by surfacing value, removing barriers/inefficiencies, and targeting shared outcomes. In my practice, I applied a service design approach, grounded in empirical research to support change initiatives that impact CBC’s customers, its employees, and the organization itself.
Key accomplishments:
Led multidisciplinary teams to explore customer opportunities, employee experiences, and organizational challenges from a human-centered design lens.
Provided service design consultations and conducted employee experience research and systems mapping for change management initiatives.
Designed and facilitated multi-stakeholder sensemaking workshops to explore shared problem spaces, organizational and departmental goals, customer and employee research plans, technology deployment, and project success measures.
Created a service design curriculum for the CBC by developing tools, workshops, and training materials for the following topics: service blueprinting, experience mapping, persona development, jobs-to-be-done framework, root-cause analysis, ecosystem mapping, and touchpoint inventory.
Sr. UX Researcher & Design Strategist
Organization: Scotiabank Digital Factory
Department: Design Community of Practice
About the role: Digital Factory is Scotiabank's dedicated hub for digital innovation in the banking sector. My role was to collaborate with a small, self-organizing team of design researchers and strategists to build the user experience (UX) research and design strategy practice.
Key accomplishments:
Co-wrote the UX research playbook which included methodologies, best practices, and templates.
Delivered one-on-one and group training on UX research methods.
Actively participated in designing and implementing the in-house usability testing lab.
Engaged in knowledge-sharing activities with design partners in Scotiabank’s Digital Factories in Mexico, Peru, Chile, and Columbia.
Developed “UX Maturity Ladder,” a framework for measuring a digital product’s experiential growth and how its relationship with users is impacted.
Employed a variety of research methodologies such as 1:1 usability testing, remote testing, contextual inquiry, card sorting, and ethnography, to understand different aspects of financial decision-making and money management.
Project example:
User Experience Researcher
Organization: Canadian Broadcasting Corporation
Department: CBC Digital Strategy & Products
About the role: This department is responsible for the strategy, production and maintenance of CBC's digital products such as websites, apps and over-the-top streaming platforms. My role was to help build the UX research practice at CBC and support the work of designers, developers and product managers.
Key accomplishments:
Conducted user experience (UX) research to help product development decisions from idea conception to post-launch analysis.
Planned and executed various investigative methodologies based on research objectives: usability test, tree test, card sort, interview, heuristic evaluation and competitive analysis.
Provided usability support to internal stakeholders such as: CBC TV, CBC Music, CBC Sports, CBC News, Kids’ CBC and CBC Radio.
Actively contributed to CBC’s internal newsletter, Digital Digest to:
educate employees on the latest digital trends and their relevance to the CBC.
encourage dialogue and cross-departmental collaboration.
create an internal culture of experimentation and knowledge sharing.
Project example:
