Work
Case studies in trust, scale, and evidence
Four engagements, each about the same underlying problem: how do you make a design organization trustworthy when the product touches something people cannot afford to get wrong.
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Ontario Health · Health811 · 2022 to present
Designing the conditions for trust in public health AI
A province-wide public health service was about to bolt AI symptom assessment onto a service listing.
I reframed the evaluation around trust conditions, not model performance.
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Ontario Health · Health811 · 2022 to present
Research at provincial scale: 1,000 Ontarians and the vendors in between
A structured research plan stalled twice against the residents it was meant to serve, while partner run sessions quietly invited agreement over evidence.
The method bent to the people, not the reverse.
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OCAS · 2015 to 2021
Zero to one for applicants the system could not see
International applicants were routed through a domestic flow that structurally could not serve them.
I do not wait for research budgets. I find the closest source of user pain and systematize it.
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APPTUI · 2012 to 2015
Adaptive interfaces before their time
Remote controls needed a different design for every app and device they connected to, with no existing playbook.
We solved the design and the engineering. We never solved distribution.
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