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 embarked on a large-scale Contact Center as a Service (CCaaS) transformation, aiming to create a user-centered approach that would enhance customer service for over 60 Lines of Business (LoBs). Given the scale of the initiative, I identified the need for a structured methodology that would empower teams with the right frameworks, research tools, and educational materials to drive implementation success across diverse business lines.

TD sought to modernize its Domestic Wire Origination (WOT) system, transitioning from an outdated Lotus Notes-based workflow with dot matrix printers to an efficient, digital-first experience.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.

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.

Nova Scotia Health partnered with design and research experts to develop workshops aimed at increasing vaccination rates, improving public health outreach through innovative engagement strategies.

In 2018, The Art Gallery of Ontario (AGO) embarked on a future vision initiative to reimagine the museum experience through human-centered design and service innovation. This project focused on enhancing visitor engagement by leveraging cutting-edge technologies, immersive experiences, and strategic design thinking to ensure AGO remains relevant and captivating for future audiences.

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.

Nova Scotia Tourism leveraged digital transformation to enhance visitor engagement, connecting travelers with curated experiences through a user-friendly, data-driven approach.

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.