I’m Tampa-based designer who loves bringing structure to the messy parts of product design — leading projects end-to-end and asking a lot Whys before I push any pixels (or so my ex-manager says). I love collaborating with PMs and engineers to turn complex problems into experiences that make sense.
Lil’ about me
Unifying Onboarding Across Siloed Platforms
2023-2024 — RBC
The Challenges
As part of RBC’s $13.5B acquisition of HSBC Canada, thousands of HSBC business clients needed to onboard onto three disconnected platforms with complex tasks, no contextual help and a paper-based setup that demanded heavy support.
What I did
Consolidated all platform setups into one streamlined, guided flow with contextual support, reducing friction and enabling clients to complete setups confidently and independently.
Outcomes
Lowered support demand across the migration period by simplifying setups and providing contextual guidance, allowing support teams to focus on high-value enterprise relationships.
Helping merchants survive the pandemic with gift cards
2020 — Shopify
The Challenge
Merchants needed gift cards to generate cash flow, but the experience was unclear, fragmented, and caused heavy support load.
What I did
I mapped the flow, clarified core concepts, fixed navigation, and redesigned onboarding and issuing to be simpler and more flexible.
Outcomes
Merchants could sell and issue gift cards faster, adoption increased, and support tickets dropped during a critical period.
Improving agent’s workflow in sending communications to customers
2018 — TELUS (Canada’s equivalent of Verizon)
The Challenge
Agents were spending too much time searching for the right templates and manually drafting emails and texts after customer calls. This led to inconsistent communication quality and longer wait times for customers.
What I did
I redesigned the end-to-end workflow and created a intuitive tool that made it easy for agents to find email and text templates to send follow-ups quickly. This included discovery, journey mapping, interaction design, prototyping, and iterative usability testing.
Outcomes
The new workflow reduced task time and created consistent customer experience.
