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This selection of work highlights UX Research & Service Design that empowers customers while enabling organizations to strengthen client relationships through meaningful innovation.
This selection of work highlights UX Research & Service Design that empowers customers while enabling organizations to strengthen client relationships through meaningful innovation.
More details about these case studies are available upon request.
Discover how redesigning the Get Help Journey at Tangerine Bank enhanced customer support, alleviating top pain points in problem resolution, improving satisfaction, and delivering measurable results in operational efficiency.
Holistic journey strategy | Mixed-methods research | Insights-driven roadmapping
This project revolutionized estate management at RBC Wealth Management, turning an overwhelming, manual process into an empathetic and guided journey to simplify life's most complex transitions.
New platform launch | Ethnography | Strategic visioning | Co-design with users
This work shifted research at Tangerine from a reactive function into a proactive force—empowering teams to drive research and improving customer experience to reinforce Tangerine’s #1 ranking in satisfaction.
Scaling research capabilities & impact | Stakeholder influence | Culture shift
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