Designing with meaning
I’m a content design leader who separates meaning from the noise.
Today, I lead content at Scotiabank for loyalty and engagement experiences that reach over 7 million users.
My work has led to a 7% reduction in fraud claims through contextual intercepts, increased referrals by 18% with a digital application for business clients, and increased by almost 50% the bank’s share of money movement out of Canada.
My work
I developed the strategy and standards for H&R Block Canada’s chatbot — increasing issue resolution, reducing costs, and improving NPS.
I designed the content for a feature allowing users to save their favourite contacts. In the first 3 months, we had 2.5 million contacts favourited by 800,000 users.
I led content development for an AI/ML feature that creates personalized shortcuts for the user’s common tasks.
I led the research and content design for a feature to enable users to request money from multiple contacts at once.
KL Portfolio 