Work
Case studies in trust, scale, and evidence
Case studies in leading design across teams, vendors, and governance, each about how you make a product trustworthy when it touches something people cannot afford to get wrong.
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Co-design research program · Ontario Health, Health811 · 2022 to present
Research at provincial scale: 1,000 Ontarians and the vendors in between
A structured research plan did not fit the residents it was meant to serve, and partner teams needed support to turn their usability sessions into reliable evidence.
Findings from more than 1,000 Ontarians informed shipped features and shared design standards. Partner teams moved their usability sessions to neutral one-on-one moderation.
I owned the program, adapted it for Francophone and First Nations participants, and raised research quality across partner teams.
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Trust in health AI · Informed by my work at Ontario Health, Health811 · 2022 to present
Designing the conditions for trust in AI supported health navigation
In health navigation a confident wrong answer has real costs, so trust in AI is a design problem before it is a model problem.
An illustrative trust model: a safety check that runs the whole time, a nurse who is always reachable, and handoffs that carry context.
I design the conditions around the AI: escalation, safety messages, and handoff.
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Design system for three applicant products · OCAS · 2015 to 2021
One system, three applications
Three applicant-facing products had to look and behave as one system, and every team building them needed the same decisions written down.
One system across the domestic, international, and college-branded applications kept design and code consistent, cut review and rework cycles, and sped up design and build.
A design system is only as good as the decisions written into it, and the teams that hold to them.
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Native college search app, iOS and Android · OCAS · 2015 to 2021
Keeping a $1.3M agency build usable
A $1.3M native app for applicants to Ontario’s public colleges, built by an external agency on a year-long schedule.
The app shipped to the App Store and Google Play, with every stage signed off against usability data before it moved on.
The agency could see the bar at every stage, and the bar came from usability sessions, not taste.
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AI reconciliation product for accountants · Finnx · 2025 to 2026
An AI that refuses to guess
As Head of Product Design, I set the experience strategy and directed a second designer on a system built for an audited domain, where a confident wrong answer costs more than no answer at all.
A functioning prototype that abstained rather than guessed under audit conditions, pitched to funders in the US and Singapore and backed by early funding.
I designed what happens when the machine declines, and ran the review and critique behind it.
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International college application platform · 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.
International applicants got a platform built for them, and completion rates rose after launch. Separately, a system-wide password fix driven by call centre evidence cut total inbound support calls 15%.
I did not wait for a research budget. I set up a call centre research pipeline and made it permanent practice.
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Adaptive remote control interfaces · APPTUI
Adaptive interfaces with no playbook
Remote controls needed a different design for every app and device they connected to, with no existing playbook.
Product quality supported partnership conversations with Rogers and TV manufacturers including Vizio.
We solved the design and the engineering. We never solved distribution.
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