Design Projects

When I joined O&M, there was no global onboarding site or structured onboarding workbooks. The onboarding experience lacked consistency, visual engagement, and scalability, creating challenges for new hires and leaders across regions. The goal of this project was to design a unified, intuitive onboarding solution that could resonate across cultures and roles while being easy to maintain and update.

The customer service team at O&M was transitioning from Zendesk to ServiceNow, a major platform change that introduced new workflows and features. Without structured training, there was a risk of low adoption, increased support inquiries, and operational inefficiencies. The challenge with this project was to deliver a concise, engaging training solution within a compressed timeline that aligned with the platform’s deployment just days before launch.

The customer experience department at CBTS | OnX Canada needed to redesign their customer experience training for all employees to learn the customer lifecycle. This project highlights my ability to work with subject-matter experts plus my instructional design skills using both Articulate Storyline and Rise.