Designing content that simplifies complex products.

BMO needed to comply with an OSFI mandate requiring digital customer information updates — while also eliminating a major pain point: calls for simple profile changes averaged 10–15 minutes, creating significant operational costs and a frustrating customer experience. Before this project, profiles couldn't be updated in the BMO app at all.

I co-facilitated the phase 0 workshop to kick off the project, helped map user personas, and collaborated closely with the UX designer to create a mobile-friendly experience. I was responsible for all UX copy and content strategy across both mobile and web platforms, working alongside Legal and Compliance to ensure accuracy and regulatory compliance throughout.

We launched an MVP focused on meeting the OSFI mandate first, then expanded to mobile. I focused on minimising cognitive load — turning a complex, high-stakes data update into a clear, intuitive self-service flow. Rigorous testing ensured the accuracy and integrity of customer data through the transition from call centres to digital.

Customers needed to reset their debit and credit PINs by visiting a branch or ATM — a friction-heavy process that drove unnecessary service volume. User interviews confirmed high frustration with the lack of a digital option.

I co-designed the new user flow and wrote all UX copy for the feature across debit, credit, and business banking cards. I worked closely with Legal and Compliance (via the Business Analyst) to ensure all instructional and confirmation text met security and regulatory standards — a non-negotiable given the high-security nature of PIN management.

Iterative co-design with rapid feedback loops across six cross-functional teams. The challenge was making a high-security task feel simple and trustworthy — clear instructional copy and careful flow logic were critical to ensuring customers felt confident completing the task digitally for the first time.

Vital product information was fragmented across 1,000+ articles with no centralised way to query it. Sales and Expert Support teams frequently put clients on hold while searching for answers — directly increasing average handle time and SME dependency.

I designed, built, and now maintain the entire system as Content Designer, Strategist, and Developer. This included ingesting 1,000+ articles, creating a Python script to compress them into 12 .txt files within NotebookLM's source limits, and establishing a bi-weekly refresh cadence to keep the knowledge base current in and out of tax season.

Rather than writing more content, I built a system that made existing content instantly queryable via natural language. The tool now functions as the standard training platform for all new employees, a content creation and gap analysis tool for the content team, and a real-time answer engine for customer-facing support staff.