02 / What I bring
Different roles emphasize different parts of the same practice: find the signal, align the system, test the direction, and help the team deliver.
01
Moderated studies, field research, discovery, synthesis, and the operational systems that make insight reusable—not trapped in decks.
02
AI use-case discovery, future-state visioning, product direction, governance questions, and practical adoption—from the Watson era to today’s agentic systems.
03
Complex journeys, regulated environments, facilitation, service architecture, and the connective tissue between customers, operations, technology, and policy.
04
Functional prototypes, AI-assisted development, connected workflows, and hands-on product work that closes the gap between an idea and something testable.
03 / Selected work
Use the lenses to follow the part of the work that matters for the role. Many cases cross categories because the strongest work usually does.
Turned twelve years of scattered research into a working knowledge system for 400+ human-centred design staff.
Research knowledge was fragmented across years, teams, and tools, making prior evidence difficult to find or reuse.
Product Owner, Service Designer, Product Design Lead, and developer. I shaped the service, iterated the experience, and built the working solution in Power Apps and SharePoint.
The repository unlocked historical research, reduced repeated searching and duplicated work, and created a shared operational capability—not just another archive.
Created the framework, workshop templates, and project hub that helped implementation leads navigate the needs of 60+ lines of business.
Read the case +Each line of business had distinct customer, operational, and implementation demands. A single technical rollout could not succeed without a shared way to surface and reconcile those differences.
UX Strategy Lead at IBM iX. I designed the enablement framework and trained implementation leads to use it.
The work gave distributed teams a repeatable process for discovery, alignment, and implementation planning.
Led product design for a high-consequence banking journey serving 1,100+ U.S. branches and more than 10 million customers.
Read the case +Modernize a complex money-movement journey while respecting operational controls, branch realities, and customer risk.
Lead Product Designer. I used research, journey logic, and high-fidelity Axure prototyping to make complex decisions visible and testable.
A coherent target experience that helped business and technology teams align around the future journey.
UX leadership for Benefits Delivery Modernization: a simpler, joined-up service built around single sign-on, “tell us once,” and clearer self-service.
Read the case +Benefits delivery spans programs, channels, policy, identity, and operational systems. The experience had to become simpler without pretending the underlying system was simple.
UX Lead for the future architecture and service direction.
A customer-centred architecture supporting streamlined applications, reduced waits, and faster access to benefits.
Researched and designed a joined-up application flow that reduced duplicated information, cognitive load, and service handoff friction.
Read the case +People seeking essential support had to navigate separate programs, repeated data entry, literacy barriers, and operational handoffs between Ontario Works and the Ontario Disability Support Program.
UX Research and Design Lead. I interviewed frontline caseworkers, designed bundled prototype flows, and tested iteratively with staff and citizen participants.
A single, accessibility-first path that could support immediate Ontario Works assistance and transition into disability assessment without making applicants restart.
Made a complex financial product model understandable through experience architecture and a functional Axure prototype.
Read the case +Translate interconnected product rules into a journey customers and teams could understand.
Senior UX Consultant, working from product structure through interaction model and prototype.
The prototype became a concrete decision-making tool for aligning the team around the intended product experience.
Product direction and hands-on build of an AI-as-a-Service platform combining brand-locked account managers, specialist agents, connected tools, and approval-gated workflows.
Small businesses need useful AI capacity without surrendering context, brand control, or approval over consequential actions.
Product lead and hands-on builder across service model, interaction design, workflow architecture, tools, and quality gates.
A client portal for connected AI account managers and specialists that can use client-specific context and tools while keeping owners in control.
Originated and technically developed a public assistant that helps people analyze political claims, respond to slogans, interpret news, and create age-appropriate teaching materials.
Read the case +Give people practical, accessible help navigating polarizing or misleading public discourse.
Originator and technical developer, working with OMAS GEGEN RECHTS Hürth across discovery, conversation modes, guardrails, brand, campaign system, and public launch.
Klara entered public testing in March 2026, with its behaviour and communication system continuing to evolve through real-world use.
Created and hands-on built an early multilingual kiosk concept to help pupils name conflict, bullying, exclusion, or digital harms and prepare a clear handoff to an authorized adult.
Read the case +Could a school-based agent help a young person articulate what happened without replacing the judgment, duty, or care of a responsible adult?
Creator and hands-on builder using HeyGen LiveAvatar and ElevenLabs.
Pedagogy, privacy, provider readiness, and escalation governance remain explicit discovery and approval gates—not afterthoughts.
Integrated product and campaign media generation into H2AI while preserving brand, source-asset, product, and final-artifact lineage.
Read the case +AI media can be fast and still be operationally unsafe when prompts, assets, brands, and outputs lose their relationship to one another.
Designed and built provider routing and worker orchestration for product animation and social campaign workflows.
Generation stays traceable and approval-gated so speed does not erase accountability.
Designed an Axure conversational-flow prototype for ticket purchase and seat selection in a Watson-era chatbot concept.
Read the case +What changes when a structured airline booking flow becomes a conversation rather than a sequence of forms?
UX Consultant responsible for the conversation and interaction prototype. I did not build or implement Watson.
A functional prototype that made a future interaction model tangible enough to critique and discuss.
Led customer research for the Aeroplan onboarding experience connected to the Starbucks Rewards integration.
Read the case +Understand how people interpret the value, relationship, and steps of a cross-brand loyalty onboarding journey.
User Research Lead, bringing customer evidence into experience decisions.
Clearer evidence about user expectations and friction in a partnership journey where two familiar brands meet.
Combined research and product design to improve a mobile payment experience used in the practical realities of fuel retail.
Read the case +The experience crossed physical location, payment, mobile interaction, and moments where clarity and trust matter.
Senior UX Consultant, Research Lead, and Product Designer.
Used research and prototyping to connect real-world behaviour with product decisions.
Helped connect visitor experience, culture, and economic goals through human-centred research and strategy.
Read the case +Tourism experiences are created across many organizations, places, policies, and service moments.
Senior UX Consultant supporting research, synthesis, and strategic direction.
A more connected view of visitor needs and the ecosystem required to meet them.
Facilitated collaborative workshops around a public-health challenge shaped by trust, access, behaviour, and service delivery.
Read the case +Vaccination uptake is not a single-interface problem; it sits across beliefs, systems, communication, and access.
Workshop facilitator using structured co-creation to help participants surface the system and identify opportunities.
A shared problem frame and practical direction grounded in multiple perspectives.
Co-facilitated discovery and future-state design for how a major cultural institution could evolve its visitor experience.
Read the case +How might a museum use emerging capabilities while preserving what makes a cultural visit human, social, and meaningful?
Workshop Co-Facilitator and Senior UX Designer/Strategist.
A future vision shaped through structured discovery, co-creation, and experience strategy.
No cases match this lens yet.
04 / How I work
The deliverable changes. The discipline does not: build enough shared understanding to make the next important decision.
Clarify the decision, the system around it, and what evidence is actually missing.
Meet people in context, examine the existing evidence, and look for the patterns that change direction.
Turn the thinking into a journey, prototype, service model, or working product that people can respond to.
Test the riskiest assumptions early and make trade-offs explicit before they become expensive.
Leave teams with reusable systems, clearer decisions, and the capability to keep moving.
05 / Experience
My work spans banking, airlines, government, public health, energy, culture, and independent AI products—usually where many parts of a system have to move together.
2024—present
SYSTEMshift / Human2ai.ca
AI product strategy, human-centred automation, service design, workshops, custom applications, and hands-on product building.
2022—2024
TD Bank
Led and built the UX Research Repository, creating an internal product that made research evidence findable and reusable across the organization.
2016—2022
IBM iX
Research, service and product strategy, facilitation, and future-state work across AI, banking, airlines, government, public health, and cultural institutions.
Earlier
Agency and product environments
Information architecture, creative-team leadership, UX design, PHP/JavaScript development, CMS work, and relational database architecture.
06 / Let’s talk
I’m open to senior and principal roles where research, AI strategy, product direction, and practical delivery need to connect.