Work
The following projects span enterprise platform research, in-home field studies, and physical-context usability work. Across all of them, the goal was the same: understand what’s actually happening, not just what’s observable, and produce frameworks that outlast the project.
Global Navigation Research
PagerDuty · Card sorting · Tree testing · A/B testing
Foundational user research across a multi-product operations platform, producing four behavioral archetypes and a new information architecture validated by a 15,000-user A/B test.
Insurance Behavior Research
Scotiabank · Ethnographic interviews · Journey mapping
In-home fieldwork across four Canadian cities producing the Behavioural Framework for Insurance — three customer archetypes and 360° journey maps that became the strategic foundation for the division’s digital transformation.
ATM Physical-Context Research
Scotiabank · Contextual inquiry · Usability testing
In-situ research on a physical banking transaction experience, including a cardboard ATM prototype that restored contextual realism when tablet-based testing failed.