Designing change for humans.

I help teams and organizations understand the challenges their patrons, community members and employees are facing and design services that will serve them well.

What I love doing.

  • Building deep knowledge

    Taking the time to get to know all the variables to find and address the right problem.

  • Making sense of complexity

    Mapping and visualizing complicated systems to clearly identify issues or opportunities.

  • Exploring fertile ground

    Collaboratively investigating the many ways we can make the desired change a reality.

  • Designing for the long term

    Evaluating ideas for longevity and sustainability and aiming for flexible, inclusive solutions.

Find about more about me

Some of my work.

Featured
Creating actionable patron personas for a library and archive.
Research, Design
Creating actionable patron personas for a library and archive.
Research, Design

BAnQ created a set of personas in 2018 that grew exponentially over the years but were rarely used. Our team undertook the process of creating a more concretely usable set of patron representations.

Research, Design
Evaluating customer experience and wayfinding for the Montreal Archives.
Research, Facilitation, Ideation
Evaluating customer experience and wayfinding for the Montreal Archives.
Research, Facilitation, Ideation

The Archives nationales du Quebec in Montreal wanted to improve the spatial experience for patrons looking to consult documents onsite.

Research, Facilitation, Ideation
Mapping opportunities to improve the B2B experience in the pharma sector.
Research, Design, Communication
Mapping opportunities to improve the B2B experience in the pharma sector.
Research, Design, Communication

A pan-Canadian health products distributor wanted to improve its relationship with a specific segment of customers: international biopharmaceutical producers.

Research, Design, Communication
Designing for complex customer service in eyewear.
Research, Design, Communication
Designing for complex customer service in eyewear.
Research, Design, Communication

This large-scale mandate involved mapping the entirety of our client’s customer experience to identify opportunities for improvement. This led us to redesign a key employee tool: the POS app.

Research, Design, Communication

Some of what I’ve been thinking about.

Featured
Making people feel welcome by welcoming their belongings.

What message do we send when we don’t take into consideration the belongings people carry with them daily?

Read More →
The service gap in sustainable packaging.

It’s not enough to provide a packaging that is recyclable, because the onus remains on the consumer to figure out how to recycle it.

Read More →