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.