During my tenure at Ontario Lottery and Gaming (OLG), I played a pivotal role in the Customer Experience Innovation department, where our primary objective was to distill and deliver UX insights to various departments. This encompassed comprehensive research into product viability, the ideation and testing of innovative game concepts, and active collaboration on ongoing projects across departments.

In my capacity as a UX Specialist, I contributed significantly to the team's objectives. This involved the creation of prototypes adhering to the organization's design system, active involvement in shaping and reviewing research plans, development of interview protocols, meticulous analysis and synthesis of research data, and the crafting of essential research artifacts such as personas, journey maps, affinity maps, and comprehensive reports.

My experience at OLG presented me with diverse opportunities to contribute to various gaming solutions. Notably, one of these solutions played a pivotal role in influencing legislative changes, enabling users to conveniently purchase lottery tickets online. This experience underscored the tangible impact of UX work in shaping both user experiences and broader industry practices.