CBSA

At the Canada Border Services Agency (CBSA), I served as a Lead UX Designer, focusing on improving service design and user experience for key projects. My work involved conducting in-depth user research through interviews, surveys, and observational studies to identify customer pain points and align solutions with user needs. I developed detailed user journey maps and service blueprints, ensuring a comprehensive understanding of current-state processes and identifying areas for improvement. Using Figma, I created high-fidelity prototypes and conducted iterative testing, gathering feedback to refine designs and enhance service interactions.

In collaboration with cross-functional teams, I facilitated co-creation workshops using Miro, ensuring alignment between user needs and business objectives while adhering to Federal Digital Service Standards. While I am unable to share the designs due to confidentiality, my work at CBSA demonstrates my ability to design secure, user-focused solutions that meet the stringent requirements of government services.