About
Experience Design Strategist | Working at the intersection of space, services, and storytelling
Writing
Work Experience
Currently building the first Service Design practice for Atlassian's Customer Success org and CX & Strategic Programs team.
In our first year of re-positioning the Advisory Services, our work accelerated our time-to-market by 3x (compared to industry benchmarks), contributed to improving speed-to-sale by 30% as well as increasing revenue by 40%.
I worked with a small multidisciplinary team that combined human insights / qualitative research with service design, behavioural science, and experience design, in order to leverage design thinking for problems across the bank.
Embedded specifically within a unique partnership with Enterprise Process Management & Business Transformation, we used human-centered design methodologies to build empathy with clients and employees, co-creating inclusive solutions alongside internal and external partners through an iterative and experimentation-led approach to problem solving. Our qualitative research and design process built the foundations for new financial services, products, and experiences.
Selected Clients: Toronto International Film Festival, Cadillac Fairview, Canadian Tire, Ontario Teachers' Pension Plan, Scotiabank, Allied Properties, CBC/Radio-Canada, Loyalty One, City of Toronto, BMO, Ericsson.
Selected Clients: Panama Canal Authority, Xixi Nat'l Wetland Park, SkyCity Hong Kong Int'l Airport, AS ROMA, B&O Railroad Museum, Mandai / Singapore Zoo.