Gerard Dolan Email & Phone Number

Toronto, ON, CA

Richmond Hill, Ontario, CA

• Led a comprehensive UX and technology redesign (discovery, strategy, ideation, prototyping, and user testing) for a leading Canadian e-commerce B2B platform StaplesPrint.ca.
• Established design system patterns while expanding the framework throughout product evolution, leading to operations improvements and set the stage for ongoing progress.
• Established strategic direction for a B2B website redesign within two months,gaining leadership approval.
• Conducted strategic Jobs To Be Done switch interviews for StaplesPrint.ca’s B2B platform, focusing on user needs including ease of navigation and product accessibility, setting a new standard for user-centered.
• New Global Navigation: +44.12% Task completion rate, 78% Reduction in errors
• New Home Page: +12.63% Revenue, +8.09% Transactions

Toronto, Ontario, CA

• Led RBC's omnichannel onboarding UX enhancements, simplifying complex banking options and boosting product uptake and client satisfaction within the first 90 days.
• Directed three additional key UX initiatives — personalized value recognition,digital signature and secure identity verification — boosting customer experience, streamlining operations, and enhancing security.
• I served as IXD Lead for two Agile squads and Agile UX Chapter Lead to 16 designers, advancing Agile and Lean UX practices and professional development.

New York, NY, US

4.8/5 average rating from 400+ students User Interface Design (In-person and Online) | 2019 - 2020User Experience Design (In-person and Online) | 2018 - 2020Accessibility in Design (In-person) | 2019Design Thinking (In-person) | 2018 - 2019

Toronto, ON, CA

Led two service design initiatives, creating and facilitating workshops, delivering actionable results to improve the current employment insurance experience.

Toronto, Ontario, CA

Engaged via Capco Toronto.Drove requirement discovery sessions with 10+ stakeholders, leading interaction and visual designers, within a matrixed agile environment. Moved project from requirements to development and improved user satisfaction score from 32 to 86 points in user testing.

Winnipeg, Manitoba, CA

• First hire for the IG Wealth Management Product Research & Design practice (discovery, strategy, ideation, UI, content strategy, prototyping, front-end development and testing). Recruited and hired 20+ team members.
• Led a strategic customer experience initiative, identifying relevant insights and drivingthe creation of a two-year Investorsgroup.com UX product vision.
• Results included data-driven changes to navigation, key pages and CTAs.
• +76% Site search, +33% site conversions, +43% brand content engagement

Toronto, ON, CA

• First hire for the McCann Canada Customer and User Experience discipline (discovery, strategy, ideation, prototyping, and testing). Recruited and hired 11+ team members.
• Achieved a 90% billable capacity on national and global projects.
• Orchestrated collaboration across Account Management, Creative and Engineering to integrate UX seamlessly into B2B and B2C programmes and product development, significantly impacting project successes like the $9m.
• Select Clients: RBC, MasterCard, GM Canada, BayerCorp Science, Suncor Energy,New Brunswick Electric Power, Nestle, WindMobile and Ontario Lottery Corporation.

Calgary, Alberta, CA

UX Lead and client contact on the Global Personal Finance Management (PFM) Toolfor Citibank.com.UX Lead on the redesign of the Citibank loyalty rewards site Thankyou.comand global site for Citibank.com.