Product & Service Designer
I specialize in untangling complex systems and translating insight into clear, human-centered digital experiences. Over 15 years, I've worked across government, healthcare, and technology to simplify multi-stakeholder problems and build solutions that scale.
When service request volume climbed by 2,000 tickets per month across an HR platform serving 40,000+ employees, I led a structured diagnostic that reframed the problem from content optimization to ecosystem redesign — informing an agency-wide service channel strategy.
Read case studyAt a $950M benefits provider serving 450,000+ Canadians, I mapped the complete client lifecycle across three distinct customer types, identified systemic breakdowns at every handoff, and led improvements to data infrastructure, claims processing, and onboarding that reduced friction and built trust at scale.
Read case study