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Research & insights

I start by listening: running audits, tests, and workshops to uncover where people get stuck and what they really need.

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BMO card sorting for chatbot IA

Improved taxonomy, increasing sprint velocity by 2x.

See case study
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Measuring clarity for Handshake

Identified 3 key usability issues in digital messaging.

See case study
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Canada Post scan events audit

Ran testing with 12 users, flagged SMS as not launch-ready.

See case study
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BMO IVR Lean UX workshop

Facilitated roadmap planning that produced 3 ship-and-measure solutions and 6 discovery opportunities to validate.

See case study
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