Michael Martino Email & Phone Number

Toronto, On, Ca

Toronto, On, Ca

Toronto, On, Ca

Digital Factory Established WSIB's Digital Factory. Pulling together Product Owners, Business Owners, and Dev Ops teams the Digital Factory uses a human centered approach to deliver customer-centric online products. The Digital Factory starts with people’s needs — both the customers and WSIB employees. Service Design Program Established WSIB's Service Design. The Service Design Program produces an end-to-end and surface-to-core view of experiences by: - Working across business lines - Anchoring in customer research - Making proposed solutions tangible - Testing concepts with both customers and employees Model Office Program Established WSIB's Model Office Program. The Model Office Program creates and tests working prototypes of future service experiences across people, process, and technology.

Toronto, On, Ca

Toronto, On, Ca

As a key leader of a business transformation, I lead a team that collaborates throughout the enterprise to deliver foundational transformation strategies. These key strategies are the:• Service Excellence Strategy• Digital Strategy• Channel Strategy• Customer Segmentation StrategyThese strategies are instrumental in setting the direction and roadmap for full a business transformation from a traditional business to a digital by default business.Part of the team’s strategic work included revamping WSIB’s measurement program. Working with WSIB’s external vendors and internal partners from across the organization, my team and I created a holistic and integrated measurement approach which included:• the CSAT and Digital Experience program• a new Ethnographic and Customer Journey Mapping program• a new Customer Effort scoreFurther to this work, my team and I delivered strategic Ethnographic Research to understand WSIB's key customer base. This research covered customers across Ontario spanning over 450 hours of research. This research was the basis of a new customer-centric approach to product and service delivery.As part of the customer-centric approach, I have spearheaded the use of Design Thinking as a methodology for rapid product and service delivery. Through tools such as Empathy Mapping, Customer Journey Mapping, Business Canvas methodology, prototyping, customer communities, and usability testing, my team and I have tailored a program to meet WSIB’s business and customer needs to deliver innovative customer-centric products and services.

Toronto, On, Ca

I led a team of community managers who helped customers move from traditional channels to new digital channels. Working with Business and Communications leads, I developed a strategy that combined both online and offline tactics that increased online service usage. A customer survey illustrated the success of the strategy and tactics with a dramatic rise in usage after contact with the community managers – highlights include the:• ePremium service rising from 34% usage to 55% usage• eWISR service rising from 5% usage to 34% usage• eStatement service rising from 11% usage to 39% usage, and • eForm7 service rising from 13% usage to 24% usage.To better enable the customer’s physical and digital journey I gained approval to modernize the WSIB’s Contact Centre. Leading the Contact Centre Modernization business case I secured the funding needed to create the project that is laying the foundation of WSIB’s Omni-channel service delivery.

Toronto, On, Ca

As part of an organizational transformation, I was responsible for creating a new transactional portal that aligned the product road-map with customer needs. This involved working with senior leaders across key business areas, customers, and customer communities.My role involved:• Leading and creating UX project plans, user personas, heuristic evaluations, competitive evaluations, customer journeys, user scenarios, wireframes, prototypes, business process flows, and detailed user interface specifications• Being the UX thought leader and a key member of cross-discipline teams including other user experience experts, developers, business analysts, visual designers, project managers, and project stakeholders• Leading UX workshops with executives and other business stakeholders to understand and develop project goals, success metrics, requirements, and their respective prioritization to develop Minimum Marketable Features(MMF) • Leading the execution and analysis of user research activities, ensuring that the results successfully evolved the experience design and were clearly communicated to project stakeholders and executives.

Toronto, On, Ca

As the Project Director of the Website Renewal Project, I gained approval to modernize the WSIB’s website. As part of this project, I also created and established the WSIB’s Web Governance and Content Standard Model and the WSIB’s Web Design and Mobile App Guide. As the Manager of Digital Communications, I led a diverse team of graphic designers, User Experience Analysts, and Web Producers. Using a Kanban methodology, I re-engineered team workflow to increase capacity and velocity.

Toronto, On, Ca

This project involved a major shift of core services delivered through traditional channels to an online suite of products. I led a cross functional team that delivered the digital customer experience which provided consistency, simplicity, and value while supporting corporate guidelines and corporate objectives. The team delivered six core online services, as well as creating and establishing:• WSIB's User Experience Standards and Guidelines• WSIB's Usability Testing Program• WSIB's User Testing Lab• the User Experience cross-divisional team • the WSIB's UI standards.

Toronto, On, Ca

Toronto, On, Ca

Designing multi-media products for WSIB's intranet

Azalea was a boutique web design and development firm that helped small businesses with online services, graphic design, marketing strategy and implementation, content creation, project management, and print production