Case studies
In 2022, before AI design became a mainstream conversation, I was working on one of its hardest problems: how do you make warehouse pickers trust an AI system enough to follow its recommendations? We were brought in to beautify the UI. We stayed to fix the trust problem.
What followed was a design system built around transparency, cognitive waste elimination, and human-in-the-loop validation. The kind of AI design thinking that is everywhere now, but not necessarily in 2022.
- AI Design, Cognitive Load, Human-AI Trust
When I joined Tecsys, UX existed in pieces — embedded in other roles, but not really influencing how decisions were made. The product was powerful, yet far from intuitive. Teams could feel something was off, but lacked the tools and language to fix it.
Building a UX culture isn't just about producing good work. It's about making that work land. Over five years, I built a UX practice from the ground up — growing a team from 3 to 8, reshaping how design was positioned across the organization, and creating the conditions for UX to be pulled in rather than pushed.
This is the story of how I turned UX into something that actually influenced decisions.
- Design Culture, Organizational Change, Stakeholder Alignment, Team Building, UX Leadership
Hospital receiving workflows are deceptively complex. Packages arrive at the dock, and from there, things get murky — items get lost, orders tracked on paper, staff with no visibility into where their shipments are.
This was the first project to go through a real user-centred process at Tecsys, and in many ways, it became the pilot for everything that came after. I designed the research process around what we actually needed to learn and when — field visits, contextual inquiry, stakeholder interviews, iterative prototyping, and multiple rounds of user testing.
The goal wasn't just a better UI. It was accountability and traceability built into the experience from the ground up.
- Cognitive Load, Enterprise UX, Field Research, Healthcare UX, Iterative Design
Sun Life Financial launched Lumino Health fast, without UX. It did not meet its goals. I was brought in with a simple brief: redesign the site and hit the search targets. My first move was to challenge that brief entirely.
What followed was a research-led reframe, three rounds of prototyping and live testing, and a final recommendation that put long-term user trust ahead of short-term commercial pressure. Lumino Health is still Canada's largest health network today.
- Healthcare UX, Iterative Design, Redesign, Search, Trust
I joined an organization where UX was brought in to execute, not to inform. I left one where research shapes how the organization is structured and how decisions are made.
The shift did not happen because of a single project. It happened because a research study predicted a product failure accurately enough that the right people started asking different questions. Combined with a leadership change and a pre-existing desire to evolve, that credibility compounded into something lasting.
This is a story about how design influence actually works inside large organizations: slowly, through accuracy, and through being right when it counted.
- Design Maturity, Healthcare, Leadership, Organizational Influence, Research Strategy
