Website Overhaul

Hospital for Sick Children, Toronto

Through a series of stakeholder workshops, advisory team consultations, content planning, and information architecture exercises I developed a patient-centric strategy, information architecture, and complete set of user experience documentation for a revitalised sickkids.ca.

I was asked to return for a follow-up assignment, turning the structures I had outlined into a ready-to-implement visual design. After an internal development cycle the Hospital for Sick Children proudly launched its new website, connecting patients and their families to the resources and information critical to easing the stress of healthcare.

Credentialling Program

Pride Toronto

Over seven years I led a series of iterative credentialling initiatives on behalf of Pride Toronto. Testing a variety of credential formats and production methods against the real-world circumstances of the world’s third-largest Pride festival, we arrived at a large-format pass with a variety of valuable features.

Prototyping, needs analysis, process development, and design of custom credentialling software have led to a consistently successful program, enabling on-demand production of passes at savings of over 60% compared to alternative systems.

Affiliate Booking System

Target Vacations

At the intersection of the highly competitive online travel and employee incentive industries, Target Vacations’ Preferred Travel Program needed to tie into third-party data feeds to populate deal information, apply client branding to the secure checkout process, and allow for fast, low-overhead deployment to new customers on an ongoing basis.

After detailed requirements gathering, service flow analysis, and application architecture, I designed and implemented the fully custom affiliate booking system to power sales growth for Target Vacations.

Retail Experience Study

Sarracini Travel

Over the course of a month I used motion-triggered recording, activity logging, traffic counts, and sound level monitoring to identify problems in this retail travel agency. After one-on-one interviews and group discussions with various stakeholders, I proposed a program of adjustments aimed at improving the experience of both customers and staff.

Ranging from process adjustments and reducing the volume and complexity of noise, to a complete retrofit of the front-office including environmental graphics and designs for a range of custom furnishings, the full program is geared to establishing a calm, forward-looking, purchase-ready mindset in each customer.

Charitable & Not-for-Profit

• TakingITGlobal
• Junior Achievement
• Pride Toronto
• YMCA of Greater Toronto
• Open Family Australia

Education

• Toronto District School Board