Resume
Specialties
User Experience Design (UX), Information Architecture (IA), Service Design, Customer Journeys, Interaction Design, Interface Design, Mobile Interface Design, Requirements Gathering, Workflow Analysis, Implementation Specification, Usability Evaluation & Testing
Recent Recognition
- Ted Rogers Award – 2020 Team of the Year – Enhanced Self Installation
- Ted Rogers Award – 2018 Team of the Year – Rogers Anyplace TV
Experience
Cadillac Fairview Corporation
Toronto 2022 – Present
Senior User Experience & Service Designer at Cadillac Fairview. Contract role, working with internal stakeholders to help establish a user experience practise within the Data & Technology department.
Rogers Communications
Toronto 2017 – 2022
Senior Manager, User Experience & Design at Rogers Communications. Customer Experience owner for all of Rogers Connected Home products and services including Ignite Internet, Ignite TV, Ignite SmartStream and Rogers Smart Home Monitoring. Some highlights include:
- Enhanced Self-Installation – redesigning the self-installation processes and related collateral to ensure day of install customer success.
- Early Life Cycle – audit ELC touch points and communications to improve clarity and reduce customer friction.
- Self-Service Experience – identify points of friction and provide contextual support options to customers.
- Platform Experience and Design – manage the visual identity and merchandising design for Ignite TV and SmartStream platforms.
Rogers Communications
Toronto 2014 – 2017
Senior User Experience Designer at Rogers Communications. Designing the 10 Foot User Experience for IPTV and current generation set top box, desktop and mobile devices, including a comprehensive redesign of Rogers Anyplace TV.
Mercatus Technologies
Toronto 2010 – 2014
Senior User Experience Designer at Mercatus Technologies designing integrated commerce solutions for the retail grocery industry.
- Progressive Grocer 2013 Mobile Tech Innovative Award for our customer specific iPhone, Android and iPad apps.
Mighty Digital (Bensimon Byrne)
Toronto 2008 – 2010
Information Architect for a digital agency working on projects for clients including Scotiabank, Ontario Ministry of Health and Long-Term Care, Microsoft and Hyundai.
- CASSIE award for Ministry of Health and Long-Term Care’s Health Care Options campaign.
Education and Training
Ontario College of Art
Communication and Design: Graphic Design
Conferences and Professional Seminars
I’ve attended usability training sessions presented by Jakob Neilsen, Donald Norman and others.
Interests and Activities
I’m a voracious reader, a daily swimmer, and a fair-weather runner. I do a lot of kayaking and enjoy cross country skiing during the winter months.
References
References available upon request.