The TD UX Research Repository transformed research accessibility, reducing inefficiencies and enhancing collaboration across teams. This initiative set a new standard for data-driven UX decision-making at TD, ensuring long-term scalability and impact. The structured system allowed teams to retrieve insights instantly, share findings seamlessly, and make informed design choices based on historical research data.

The scale of TD’s CCaaS transformation required more than just UX research—it needed a system that allowed for decentralized UX execution while maintaining strategic alignment. When I was consulted during the Plan phase, it became clear that the initiative was too large for a single UX SME, as multiple parallel implementation workstreams required simultaneous support.

To bridge this gap, I pivoted from direct UX involvement in every workstream to an enablement strategy, equipping implementation teams with self-sufficient UX tools, research frameworks, and playbooks. This approach ensured that every business line could define its unique customer service needs, map workflows, and drive implementation success while maintaining UX integrity across teams.

At the heart of this approach was a series of Mural-based discovery workshops. Rather than embedding UX specialists into each workstream, I designed structured workshops that allowed teams to self-identify their specific challenges and tailor the CCaaS platform to their needs. To support this effort, I developed:

• A comprehensive implementation playbook, detailing best practices, step-by-step facilitation guides, and research-backed methodologies.

• A structured taxonomy and project hub, ensuring documentation remained accessible and aligned across all teams.

• Automated tracking and reporting mechanisms, leveraging PowerAutomate and SharePoint to provide real-time project visibility to leadership.

This shift in strategy resulted in a scalable, research-driven approach to CCaaS implementation, ensuring high adoption rates, increased efficiency, and a user-centered experience for over 60 business lines.

Before this transformation, TD’s wire origination process relied on an aging Lotus Notes system and dot matrix printers, requiring employees to manually enter transaction details, print documentation, and validate transfers through cumbersome workflows. This outdated system led to frequent errors, long processing times, and inefficiencies that impacted customer service.

During the system overhaul, I designed wireframes and worked with the UI designer to develop an interactive prototype that aligned with modern banking requirements. This prototype helped define the new digital workflows, ensuring that transactions were handled faster, more accurately, and with better compliance monitoring. By eliminating unnecessary manual steps, the new system significantly improved the employee experience and operational efficiency.

York University partnered with IBM iX to reimagine student support through AI. We designed and launched SAVY, a Watson-powered conversational assistant that helps students navigate university life with ease. From academic calendars and health services to event info and wayfinding, SAVY delivers relevant support 24/7.

I co-facilitated the discovery workshop and synthesized research insights into a service blueprint that ensured alignment with student needs. SAVY continuously evolves through student feedback, and its successful adoption positioned York as a leader in digital transformation within higher education.

The existing benefits delivery infrastructure is disconnected, inefficient, and reactive, making it difficult for Canadians to navigate available services. My role was to synthesize existing research, future-state concepts, and technical insights into a unified architectural blueprint, showing how AI, data lakes, and government software could be integrated.

During the Alpha Phase of the delivery framework, I identified a gap in visualization—while previous engagements conceptualized a future state, they lacked a clear, large-scale schematic demonstrating the relationships between government benefits platforms, AI-driven insights, and citizen interactions.

By creating a structured blueprint, I helped articulate how individual benefits systems would be connected, where data would be centralized, and how provincial and federal programs could integrate for a seamless citizen experience. This included:

• AI-driven automation to detect and notify users of eligibility.

• A centralized platform, replacing fragmented applications with a unified user journey.

• A scalable model, allowing iterative improvements without disrupting government operations.

The final output was a comprehensive visualization of My Service Canada’s future architecture, helping align stakeholders, guide technical teams, and ensure a proactive, citizen-first benefits system.

With the acquisition of Aeroplan, Air Canada needed a seamless and user-friendly loyalty program integration. The challenge was ensuring that the new design met the needs of diverse users, from frequent flyers to first-time members.

To guide this transition, I led user research and testing, ensuring that onboarding and redemption were intuitive and effortless. The participant panel of 64 frequent flyers allowed us to identify usability pain points early and iterate rapidly.

A key innovation was automating research insights using AI-powered transcription, significantly reducing analysis time while improving feedback accuracy. We also optimized key features like Family Pooling, Pay with Points, and Seat Maps, ensuring seamless functionality.

By integrating research automation, streamlining user flows, and leveraging real-world user insights, we created a smoother, more engaging loyalty experience—driving adoption and increasing satisfaction among Aeroplan members.

The traditional Ontario Works (OW) and Ontario Disability Support Program (ODSP) application processes were fragmented, forcing citizens to navigate multiple disconnected systems and submit redundant information across separate applications.
Through in-depth interviews with frontline OW and ODSP caseworkers, I uncovered operational pain points, including duplicated data entry, prolonged processing times, and service handoff gaps that delayed support for vulnerable individuals.

Using these insights, I designed a bundled digital application flow integrated with My Service Canada, allowing users to:

• Apply for Ontario Works assistance immediately if needed.

• Seamlessly transition into ODSP disability assessment without restarting the application or re-entering personal data.

Key Focus Areas:

• Plain Language and Accessibility-First Content: Ensuring the experience was understandable, inclusive, and barrier-free.

• Streamlined Service Pathways: Aligning application flows with real operational requirements, eliminating duplicated information entry.

• Prototype Testing: Conducting iterative testing sessions with both workers and citizens to validate usability, accessibility, and operational feasibility.

The Air Canada Chatbot PoC was an early exploration into conversational AI. I led the design and testing of a self-serve chatbot prototype that demonstrated how natural language interfaces—potentially enhanced by Watson AI and Genesys Cloud NLM—could streamline customer service. This project provided critical early insights into integrating AI-driven automation into customer interactions.

The Nova Scotia Tourism project brought together government, community, and industry leaders to co-create a digital strategy for revitalizing the province’s tourism sector.
I facilitated collaborative workshops that generated innovative ideas and produced a clear, actionable roadmap.
This initiative demonstrates how leveraging design thinking frameworks and agile methodologies can drive digital transformation and economic growth.

The Nova Scotia Health Vaccination Uptake Workshops addressed critical gaps in vaccination outreach among underserved communities.
I led a series of strategic workshops that brought together government agencies, healthcare professionals, and community representatives to collaboratively identify barriers and co-create solutions.

Applying IBM Design Thinking methodologies, I facilitated multi-stakeholder sessions that mapped service challenges, uncovered intervention points, and prioritized actionable opportunities for system improvement.
The insights generated from these workshops informed the development of detailed service blueprints and a prioritized roadmap designed to increase vaccination accessibility, improve community trust, and strengthen cross-sector collaboration.

Key areas of focus included:

• Community-Centered Engagement: Bringing underserved populations and frontline workers into the design process to ground strategies in real needs.

• Barrier Identification: Uncovering logistical, informational, and trust-based obstacles limiting vaccination outreach.

• Service Blueprinting: Mapping service pathways and intervention points to create clear, actionable improvement strategies.

• Strategic Roadmapping: Prioritizing outreach enhancements to align with public health goals and resource realities.

By integrating human-centered design frameworks into public health strategy, the project laid the foundation for more inclusive, scalable vaccination initiatives — ultimately supporting better public health outcomes across Nova Scotia.

The future of AGO’s museum experience required bold, visionary thinking—moving beyond static exhibits toward dynamic, interactive, and personalized engagements.
Through a series of co-creation workshops, we encouraged AGO stakeholders to push boundaries and envision an AI-assisted, data-driven visitor experience.

We structured the vision into three experience maps:

• Now / MVP – Immediate improvements using existing technology.

• Near Future – Enhancing digital touchpoints with personalization and predictive analytics.

• Far Future – AI-powered guides, interactive visitor tracking, and deep personalization based on interests and past visits.

To bridge imagination with reality, we introduced Watson AI as a conceptual tool—representing AI’s ability to revolutionize visitor interactions. Whenever stakeholders struggled with execution details, Watson served as a "magic wand" to push thinking beyond constraints.

The final deliverable provided AGO with an inspiring, structured vision, equipping leadership with a roadmap to future-proof museum experiences while enhancing engagement, personalization, and operational efficiency.

The traditional fueling experience at ExxonMobil gas stations relied heavily on physical card transactions, causing inefficiencies and security concerns. The Speedpass+ app aimed to streamline payments, allowing users to pay with their mobile devices without leaving their vehicles.

I conducted ethnographic research, observing how customers interacted with payment terminals and identifying pain points in transaction speed, clarity, and trust. Through iterative usability testing, we refined the UI, ensuring an intuitive and frictionless experience. My work on user flows, wireframing, and interactive prototyping helped craft an app that balanced security, speed, and ease of use.

The final solution successfully increased mobile payment adoption, offering users a fast, secure, and convenient way to fuel up without unnecessary steps.

In 2016, BMO launched Trident – an innovative platform that redefined financial product bundling. I spearheaded an agile design process incorporating iterative prototyping and data-driven insights.