A glimpse of my work.
Creating actionable patron personas for a library and archive.
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.
Evaluating customer experience and wayfinding for the Montreal Archives.
The Archives nationales du Quebec in Montreal wanted to improve the spatial experience for patrons looking to consult documents onsite.
Mapping opportunities to improve the B2B experience in the pharma sector.
A pan-Canadian health products distributor wanted to improve its relationship with a specific segment of customers: international biopharmaceutical producers.
Designing for complex customer service in eyewear.
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.
Researching the experience of social involvement.
This research mandate delved into the experience of being a proud volunteer member of a community with a mission.