Content projects
Here are a few case studies and examples that represent a cross-section of my work in product and web content. Please reach out if you need the password.
- Bundle builder – A tool allowing TELUS customers to build custom bundles across multiple products. The bundle builder was a finalist for a Vancouver UX award in 2021.
- Manage my channels – A channel selection app used across different TELUS websites to help new and existing customers customize their TV package.
- UBC admitted student guide – A plan and roadmap to move a print booklet into the undergraduate admissions site (you.ubc.ca).
BCIT website redesign – A suite of tools to support content contributors across the Institute, including content guidelines, individual content consults, content mapping, crosswalks, and an adapted RACI responsibility matrix for the about section of the website.- Commerce legals framework – An approach to site legals for all the TELUS Home Solutions consumer buy flows.
- Home Security task-based site footer – A user-need based restructuring of a unified product footer for better usability as the security product offering expands.
- Subscriptions platform strategy – Content strategy and design for a net-new multi-brand sales and management platform at TELUS.
Further projects
I’ve also worked on a variety of discovery and user research projects. Here are some brief descriptions. I’d be happy to speak to any of these further in person:
Green community – A feasibility study for the Vancouver Economic Commission to better understand the needs of sustainable business owners in the city and whether these could be supported through an online community. Project overview: I began by interviewing a number of successful green entrepreneurs in the region. My team presented the results of our background research and the findings of these interviews at the beginning of a co-design workshop, using this grounding as a jumping off point to design key features for this community.
Science World audiences – An investigation of personas with the Science World design team that led the team to focus on key audiences for their work. Project overview: I led several stakeholder interviews as well as creating and moderating a half day workshop. In the workshop, the marketing team was able to narrow in on key audiences and work through engagement strategies that would work well with each one. I created posters for each proto-persona to capture the results of the workshop and help remind them of their goals.
SPL website redesign – A research program to determine the top user improvements that could be made in redesigning the Seattle Public Library website. Project overview: Taking a task-based approach, I interviewed a number of patrons about their interactions with the library, their perceptions of the website and had them walk through a combination of assigned and personal tasks on the site. A number of these task-based interviews involved regular patrons at the main library’s accessible computer lab. I used this research, a site audit and the priorities we set for the website redesign to recommend a new sitemap and improved organisation of search results.
University of Manitoba – Overview of project discovery, sitemap development, testing and stakeholder engagement for this redesign project. Project overview: As one of the larger research universities in Canada, UofM has a complex group of stakeholders, ambitious goals and an experienced web team that made a great partner for this work. Under their guidance, our team navigated a number of general and specific revisions to their site map. We hosted workshops with key stakeholders as well as feedback sessions with their larger community of practice. The plan we delivered was based on our user research and had buy in from all of the main groups.