Case Studies

Here, you’ll find in-depth breakdowns of the projects I’ve led—from problem framing and research to design execution and measurable impact. These case studies are my narrative of how I approach a challenge, collaborate with stakeholders, design solutions, and iterate toward results

The Power of User Validation @TELUS

How Agent Insights Shaped the ‘Credit User flow’ Experience

Redefining Priorities @TELUS

• A Deep-Dive into Agent Workflows - through interviews

• Fundamentally changed the product strategy. Instead of improving something agents barely used, we focused on what truly mattered to them.

• A Research-Driven Shift in Roadmap Priorities

• User validation isn’t just about usability—it’s about getting the feature right before it reaches production.

• By advocating for agent feedback, we prevented inefficiencies, uncovered missing requirements, and ensured a frictionless experience for agents.

• As a Senior UX Designer, I don’t just design , I advocate for user needs to drive smarter product decisions.

How Agent Interviews Shifted TELUS Casa Mobility’s Refund Strategy

Enhancing Agent Experience for through–Focus Group @TELUS

How Agent Interviews Shifted TELUS Casa Mobility’s Refund Strategy

• Gained deep insights into agent pain points, leading to data-driven UX decisions.

• Strengthened collaboration between UX, Product, and Operations teams to address agent concerns.

• The Focus Group and Empathy Mapping activities provided rich qualitative data that shaped the design strategy for improving agent workflows

Agent Experience Accelerate @TELUS

• A user-centered design initiative aimed at streamlining the agent workflow for CASA support operations.

• I led research, mapped agent journeys, identified pain points, and designed a set of targeted solutions that improved task efficiency and reduced cognitive load.

• Key deliverables included journey maps, redesigned screens, low- and high-fidelity prototypes, usability testing outcomes, and actionable recommendations for implementation.

• The outcome was a measurable increase in agent productivity and satisfaction, backed by quantitative insights and stakeholder alignment.