Collaborating on end-to-end multi-channel journeys — workshop focusing on the canadian tax & benefits use case, facilitated at two global service design conferences
Illustrating with diversity and inclusion for the COVID Alert app —
article and
conference presentation about the process and mindset that went into crafting instructive illustrations
The Justice System: a complex service that was never built for cybercrime — article about building a product in the canadian justice system and what to consider
Services we love to hate — icebreaker method that promotes product retrospection with a service lens
Service mapping and ownership — article and workshop method that focuses on prioritizing service experience, transaction, and ownership by visualizing it first