From friction to flow: streamlining lead intake with –35% duplicates, +25% conversions, and $45K/year saved

Interaction Designer

2024 → 2025

10-week sprint: embedded with ops, product, and engineering

Overview

Redesigned Viv Technologies’ lead intake workflow end-to-end, introducing a structured Prospect stage, real-time duplicate detection, and streamlined flows. Reduced friction, improved data quality, boosted conversions, and reinforced CRM value while cutting operational waste.

Key Outcomes

• Introduced a Prospect stage between Lead and Client to allow info gathering before formal conversion
• Designed a quick-capture modal for call-based intake, replacing sticky notes and scattered docs
• Built a duplicate detection system with real-time prompts to avoid redundant entries
• Added a lead quality progress bar and checklists to guide readiness and reduce oversight
• Used color-coded stages and profile styling to visually differentiate Lead, Prospect, and Client
• Restructured the lead list view with key fields (source, urgency, owner) for fast triage

30% faster design-to-dev cycles by consolidating components, tightening design standards, and bridging gaps between product teams

UX/UI Designer

2022 → 2023

Embedded with design system, platform teams, and fraud ops

Overview

Modernized RBC’s fragmented design system to improve UX and accelerate delivery across platforms. Led component cleanup, pattern development, and unification, informed by usability testing on key flows like credit card disputes. Delivered reusable assets, enforced standards, and empowered teams with scalable systems and training.

Key Outcomes

• Consolidated 100+ components across teams, fixing size, color, and context inconsistencies
• Led a responsive design overhaul for credit card dispute flows,  building Figma-ready templates with clean breakpoints and auto-layout
• Redesigned the fraud ops platform (CIS), cutting search task errors by 25% and boosting investigator productivity by 30%
• Created checklist-driven frameworks for designers,  including component interface standards and examples for handoff
• Facilitated a 90+ person workshop on Human-Centered Design for internal teams, leaving behind training artifacts used in future onboarding
• Shipped interactive prototypes for mobile and desktop, used by 4+ teams in Wealth, Innovation, and AI initiatives

Designed a centralized event discovery platform for UofT grad students — reducing fragmentation, surfacing relevant events, and helping students build stronger social connections

UX/UI Designer

2022

3-month project — with Innovation Hub and a cross-functional team

Overview

Designed and launched Event Hub, a platform helping UofT grad students discover events and build community. Led research, prototyping, and testing to simplify discovery and boost engagement. Improved clarity, filtering, and visual storytelling based on usability insights.

Key Outcomes

• Unified event discovery into one app,  reducing friction and decision fatigue
• Designed and tested 3 core flows: onboarding, event browsing, event registration
• Personalized filters and categorized popular events improved relevance and usability
• Applied key feedback: added “Skip” options in onboarding, streamlined filters, updated layout for better scannability

Health & Wellness

Overview

Breezywalk: a stress-relief app gamifying daily walks to boost connection and positivity through nature.

Coming soon...