Design leadership for trust-critical products
I design for products where trust is the product, and I build the teams that keep it that way.
I have built and run design teams, and I lead design across organizations I do not control: six partner teams and provincial research programs. Hands-on by default.
Featured work
Selected engagements
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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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