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.

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.
• the CSAT and Digital Experience program

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.
• 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.

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.
• 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.
• 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.

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.
• 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