Roxanne Nicolussi

RBC is a global financial institution. As part of the RBC Digital team that provides innovative digital solutions for customers:

• Led a series of research projects to better understand key customers and reveal new opportunities. The research studies often include problem framing, exploratory and validation research, insight synthesis, and concept/prototype evaluation.
• Utilized the fi­ndings to prepare recommendations and deliver presentations to influence what the digital teams build next.
• Defi­ned current state customer pain points and mapped ideal future experiences, planned and facilitated workshops, in-person interviews, and remote sessions.
• Presented the studies to cross-functional Agile teams and diverse senior executive audiences.
• Collaborated closely with designers, developers, product managers, and other disciplines to design, implement, and track the success of products.

ServiceOntario is part of a Government of Ontario initiative to give Ontarians an easy, cost-effective way to access government services. 

• Reimagined one of ServiceOntario’s services as a cohesive digital experience for its users. Improvements will enhance user experience and reduce input errors, which is projected to reduce the cost of adjudications by $15 million.
• Delivered through a series of design sprints, continued iteration through user testing, heuristics review, and partner feedback.
• Acted as a service design consultant and foresight consultant on projects.

ServiceOntario is part of a Government of Ontario initiative to give Ontarians an easy, cost-effective way to access government services. 

• Conducted research in the form of ­field observation, contextual user interviews, stakeholder interviews, usability testing, literature review, and service benchmarking.
• De­fined the problem through stakeholder maps, research-based personas, and user journey maps.
• Developed concepts through service blueprinting, business modeling, value proposition development, and storyboarding.

Great-West Life is an insurance company.

• Conducted market research trend analyses and foresight scans, then developed said data into scenarios to understand the future landscape for ­financial services offerings.
• Facilitated design thinking workshops and co-created potential futures for business with different business units.
• Provided research ­fieldwork assistance, including recruiting and screening of research candidates and in-­field insight experiments.
• Designed and ran experiments to better understand under-served customer segments.
• Developed end-user engagement strategies, including a fi­rst-in-Canada innovative product launch.