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Work samples

RBC Mobile banking app

interac mobile payments

Product Goals

  • Purchase flow alignment: Make it fast and easy to complete transact.
  • Brand consistency: Make it feel like a RBC branded product.
  • Consistency: Provide a consistent UX within the “80% sweetspot” overlap of each platform’s interface (iPhone and Android ecosystems).

UX Challenges 

  • Create new mobile design standards on top of corporate web standards.
  • Align a consistent UX within evolving confines of different backend and off shore vendor technologies.
  • Facilitate ad-hoc mini-workshops to help stakeholders understand UX tradeoff implications to help buy-in and sign-off.
  • Provide UX leadership to distributed teams so they can adapt and plan for UX during development and launch phases.
  • Understand UX legal implications, mitigation of risk and exposure to the organization.

Success Metrics

  • Apple Award for best Financial Services App
  • Over 2.2 million mobile bill payments in less than 1 year of launch.
  • Over 250,000 downloads in first month of launch.

BMO-Bank of montreal

BMO RRSP Purchase site with Video Tutorials

Product Goals

  • Security: Sell RRSP and related products in a public and secure online environment.
  • Calls to Action: Tools to guide investing public that direct to “buy” call to actions.
  • Brand Consistency: Make it look like a BMO website, including video. 

UX Challenges 

  • Implement UX principles and frameworks for one of the first online banking transactions websites in the world.
  • Create new navigation elements that align with print brand guidelines.
    Integrate video help with video hotspots.
  • Create financial calculator tools that can be integrated with call to actions.

Success Metrics

  • ROI: Internal BMO success metrics reached in 3 weeks of launch [details proprietary].
  • Video: One of the first financial websites with interactive video.
  • First to market: One of the first financial websites with tools and calculator.

TD Bank

Bank of the future kiosk

Product Goals

  • Emotive: Delightful digital experience that can be navigated with a finger or a keyboard and mouse configuration.
  • Lightweight: Easy to use lightweight UX framework based on existing online standards.
  • Note: Specific UX Goals are proprietary. 

UX Challenges 

  • Create a UX design language and UX design library for a “Bank of the Future” kiosk.
    Use effective visual cues for non-technical customers that are used to visiting a physical branch.
  • Compensate for physical environmental factors such as floor space and light reflection on kiosk screens.
  • Animation and transition design UX framework integrated with shopping cart metaphor.
  • Understand UX legal implications, mitigation of risk and exposure to the organization.

Success Metrics

  • Internal TD success metrics reached [details proprietary].
  • Kiosk launched at several “Bank of the Future” branches across Canada.

Zoompass

telecom, MVNO – mobile wallet

Product Goals

  • Anywhere, Anyplace, Anytime: consistent UX that let’s customers pay via SMS, mobile web, mobile app or desktop web browser
  • Industry Standard: UX framework that can integrate with TELUS, Rogers,Bell, Financial Institutions, Merchants,.

UX Challenges 

  • Align a consistent UX within the evolving confines of new backend vendor technologies.
  • Facilitate ad-hoc mini-workshops to help stakeholders understand UX tradeoff implications to help buy-in and sign-off.
  • Create the basis for a Canadian based mobile wallet and mobile payment standard that can integrate and scale with other emerging global standards in the future.

Success Metrics

  • First mobile wallet payment made in Canada [details proprietary].
  • Future proof UX design language and UX design library for future mobile wallet and mobile payment products, still used througout industry today.

Toronto indy ticketmaster

sports Stadium map ticket purchases

Product Goals

  • Sell Tickets
  • Best of Breed: Re-purpose print assets into a consistent look and feel for the website.
  • Emotive: Re-create the “track day” experience on the website.

UX Challenges 

  • Create interactive track maps with pictures of seating, together with “buy tickets” buttons before “embed” codes were standard practices.
  • Implement rich media elements that lead to “buy tickets” calls to action using pre-Ajax/HTML5 technology.
  • Find and co-ordinate Molson’s creative agencies to consolidate digital assets.

Success Metrics

  • Return on Investment [ROI] achieved in 60 days.
  • One of the first eCommerce sites to offer online ticketing.
  • One of the first sports websites to offer online ticketing.

TELUS

TELUS Mobile Portal and media Storefronts

Product Goals

  • Consumable: Make it fast and easy to consume content.
  • Relevant: Surface most relevant content to top of portal.
  • Brand consistency: Make it feel like a TELUS branded product.

UX Challenges 

  • Understand the “sweetspot” so that layout renders the same on 5+ different mobile browser technologies and 40+ handset and device ecosystems.
  • Work with 10+ product managers across the country to ensure Brand consistency and business unit goals are aligned.
  • Work closely with Business Development team to help onboard and manage different content vendors’ offerings.
  • Work with 50+ content vendors from around the world. 

Success Metrics

  • Increase revenue and user base by more than 2X in 24 months [details propritary].
  • Market penetration highest in Canada.
  • Achieved 100% uptime and reduced calls to call centre by 90%.

telus

cross platform media player and storefront

Product Goals

  • Consistency: Maintain a consistent buy process across desktop, TV, web and mobile platforms.
  • One of the first integrated desktop, TV, web and mobile storefronts.
  • One of the first mobile and web storefronts to implement “social buy” buttons.

UX Challenges 

  • Mobile: Understand the “sweetspot” so that layout renders the same on 5+ different mobile browser technologies and 40+ handset and device ecosystems.
  • Desktop, TV, Web: Understand the “sweetspot” so that layout renders seamlessly on 3 different backend vendor technologies.
  • Align: consistent UX within evolving confines of different backend and off shore vendor technologies.
  • Facilitate: ad-hoc mini-workshops to help stakeholders understand UX tradeoff implications to help buy-in and sign-off [vendors and product managers]

Success Metrics

  • Increased downloaded digital mobile content revenue by +5%. [proprietary details].
  • Users rated app with high satisfaction ratings [proprietary details].

TELUS

Self Serve Portal

Product Goals

  • Scalable: UX self serve framework that can scale for new brands.
  • Clarity: Create clear navigation, site structure, layout, language for self serve customers.
  • Re-Usable: UX framework that can be used for new digital content storefront platforms.V

UX Challenges 

  • Change secure sign in process that had a high abandonment rate using UX design principles.
  • Integrate secure logins with TELUS.com and TELUSmobility.com portals.
  • Work with 10+ product managers and business development staff across the country to merchandise digital content offerings.
  • Provide and analyze weekly campaign and quarterly data reports to help new department achieve internal funding benchmarks. 

Success Metrics

  • Changed signup completion rate from 10% to 50%+ [details are propritary].
  • Millions of dollars in cost savings by reducing calls to call centre [details are propritary].
  • Portal self serve framework used to new brand.

roche genentec Actemra pharmaceutical

eCommerce Salesforce app

Product Goals

  • Easy: Tablet sales materials, as easy as flipping paper.
  • Details-on-Demand: Call to action points when Doctors want details.
  • Brand consistency: Make it feel like the Roche-Genentech Actemra brand.

UX Challenges 

  • Create a simple iPad application to provide a conversation between pharma sales force and medical practitioners
  • Provide technical information and answers for physicians when they have a few minutes between patient appointments.
  • Create a user experience to be able to quickly move between high level and deep technical information.

Success Metrics

  • High level of adoption: iPad app used by sales reps across the country [proprietary details].
  • Users rated app with high satisfaction ratings [proprietary details].