A 25-year-old garage door service company decided to incorporate and modernize its operations. This transformation involved untangling legacy systems, redesigning workflows, and guiding the team into a cloud-based, AI-assisted future—without losing what made their business work.

TD required a structured approach to UX research data management to improve accessibility, efficiency, and knowledge retention across teams. The goal was to build a centralized research repository that enabled faster decision-making and enhanced cross-team collaboration.

TD Bank embarked on a large-scale Contact Center as a Service (CCaaS) transformation, aiming to enhance customer experience across 60+ Lines of Business (LoBs). Given the scale, it became clear that traditional UX staffing models would not scale — a new approach was needed to maintain strategic UX alignment across diverse, parallel implementation workstreams.

TD sought to modernize its Domestic Wire Origination (WOT) system, transitioning from an outdated Lotus Notes-based workflow with dot matrix printers to an efficient, digital-first experience. The legacy system required significant manual input, leading to long processing times, high error rates, and operational inefficiencies. As part of the transformation, I contributed by designing wireframes and collaborating with UI designers on a prototype to support the system overhaul.

Co-facilitated the SAVY workshop and synthesis, and conducted user research to inform the initiative. Designed and launched SAVY, a conversational AI built on IBM Watson, to support York students with 24/7 access to academic calendars, wellness services, campus events, wayfinding, and personalized reminders. The chatbot served as a first point of contact and continuously improved through student interaction and feedback.

As part of the Benefits Delivery Modernization (BDM) initiative, I was engaged as a consultant through IBM, collaborating with IBM and Deloitte to envision the future architecture of My Service Canada...

Air Canada sought to seamlessly integrate the Aeroplan loyalty program into its mobile and web experiences, ensuring a frictionless user experience for members. This initiative also involved automating research workflows to enhance the efficiency of customer insights gathering, improving decision-making across digital touchpoints.

Between 2019 and 2020, I contributed to a service design initiative for Employment and Social Development Canada (ESDC) focused on improving access to social supports. Through qualitative research with frontline caseworkers, we uncovered a critical gap: individuals often needed Ontario Works (OW) benefits to bridge the lengthy wait times for Ontario Disability Support Program (ODSP) eligibility. In response, I led the design of a bundled application approach, creating user-centered prototype flows and service blueprints that aligned with operational realities and better supported citizen needs during transitional periods.

As part of Air Canada’s digital strategy exploration, an AI-driven chatbot concept was developed using IBM Watson AI to assess the potential of automated customer interactions.

In 2019, I collaborated with Tourism Nova Scotia to design strategies that enhance tourism through the lens of service design, economic development, and cultural heritage. The project aimed to leverage Nova Scotia’s rich assets while addressing infrastructure and visitor experience challenges.

In 2019, Nova Scotia Health partnered with IBM iX to design strategic workshops aimed at increasing vaccination rates among underserved communities. I led the initiative by applying human-centered design methodologies to uncover barriers in public health outreach and co-create actionable service blueprints. Through collaborative workshops with government agencies, healthcare providers, and community leaders, we developed a prioritized roadmap to guide future vaccination strategy improvements.

In 2018, The Art Gallery of Ontario (AGO) launched a future vision initiative to reimagine the museum experience through human-centered design, strategic service innovation, and emerging technologies. I collaborated with stakeholders to create a bold roadmap for enhancing visitor engagement, personalization, and operational resilience.

In 2017, ExxonMobil sought to enhance the convenience of fuel payments at the pump through a seamless mobile experience. The Speedpass+ Payment App was designed to allow users to pay for fuel efficiently and securely, reducing friction in the fueling process.

In 2016, BMO launched Trident, an innovative platform designed to transform how customers select and bundle financial products, offering a seamless, all-in-one banking experience.