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The Team

Who We Are

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REBECCA KIM

 UX THAT LIGHTS THE WAY!
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"  
Hi, I'm Rebecca Kim, a Lead Product Designer with over 15 years of experience in crafting impactful digital experiences for both B2B and B2C sectors. My expertise spans telecom, finance, technology, and weather forecasting, focusing on UX strategies that light the way to user satisfaction for business goals. I specialize in turning complexity into clarity through thoughtful design systems, research-driven decisions, and team leadership. Let’s design what’s next — with purpose, empathy, and measurable impact.

"

​​I lead a high-performing design team by providing strategic direction, mentorship, and fostering a culture of collaboration and innovation. With a passion for design leadership and emerging technologies like AI, I specialize in turning complex challenges into intuitive, scalable user experiences.

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My approach combines user research, systems thinking, and design strategy to deliver seamless, consistent digital products across platforms. I've built and scaled robust design systems in Figma, driving clarity, efficiency, and measurable impact at every organization I’ve worked with.

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Companies I've contributed to include: mobileLIVE, TELUS, ROGERS, Manulife, The Weather Network, Vortex Mobile.. ​​​​

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PROJECT examples

​Explore interactive projects, case studies using various tools and techniques in UX/UI that showcase my innovative approaches, adaptabilities, solutions, product strategies, and design handoff.

Project details available upon request

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ROGERS

ROGERS Agent Experience Design
(OneView-Resi App)
Responsive Web App / Desktop / B2B
May 2024 – Present

🔍  The Challenge
Rogers Communications, serving 20M+ subscribers across wireless, internet, TV, streaming, and business solutions, relies on OneView, a complex contact center platform supporting billing, subscriptions, and account management.
However, outdated workflows, UI layouts, and legacy platform dependencies led to slower agent performance, inconsistent service delivery, and reduced efficiency across care and retail channels. 
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🎯  My Role, UX/UI/Product Design Lead

I lead the reimagining of the Rogers agent experience on the OneView-Resi app, redesigning critical workflows used by care and retail agents to support new, migrating, and existing customers. 

My UX strategy and execution included:

  • Redefining agent interactions to streamline fulfillment outcomes and align with customer needs.

  • Optimizing upsell flows to improve how agents present Rogers products and services.

  • Simplifying entry points for buy/add/manage actions, enabling contextual handling of discounts and add-ons while balancing business and UX goals.

  • Designing a holistic agent journey with intuitive navigation that boosted usability, retention, and customer satisfaction.

  • Resolving legacy limitations through UX audits, gap analysis, and modernization of workflows.

  • Designing end-to-end workflows for both new and existing customers.

  • Conducting user research and testing via interviews, usability studies, and iterative prototyping.

  • Creating accessible, responsive UI for web and desktop environments.

  • Building and documenting the OneView Resi Design System, ensuring scalability and consistency.

  • Delivering dev-ready assets in Figma, complete with interaction annotations and Jira task handoffs.

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🛠   Key Features Delivered​

  • New Standalone OTT Offers as add-ons

  • Change Plan + Manage Discounts flows integrated into TV/Internet/Entertainment dashboards

  • Subscription management (upgrade/downgrade tiers) from Resi dashboards

  • Billing breakdown & add-on pricing enhancements with streamlined layouts

  • AutoPay discounts and promotions integration for residential customers

  • Video services over 5G Home Internet, enabling sales of Netflix, Disney+, AppleTV+ and more via wireless CX

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✅  The Outcome​

  • Improved UX, compatibility, and performance of App TV, Multi OTTs, and Streaming including delivery and shipping over Wireless while increasing design scalability across platforms.

  • Reduced development rework through comprehensive annotations and edge-case coverage.

  • Streamlined workflows gave agents faster access to customer data, lowering cognitive load and task completion time.

  • Enabled retail users to complete bundle offers directly within OneView, reducing reliance on live agents.

  • RSG call volume dropped by ~40% in one year, reflecting higher self-service success and a seamless digital experience.

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TELUS

TELUS Agent Experience Design (Casa App)
Responsive Web App / Desktop / B2B
May 2021 – April 2024 (3yrs)

🔍  The Challenge

TELUS served over 19 million customer connections across wireless, data, IP, voice, television, entertainment, video, and security services. More than 10,000 agents relied on the Casa app as their primary tool for handling transactions, billing, and support.
Legacy applications created friction in the user experience and caused compatibility issues on newer platforms. Technical constraints limited design flexibility and impacted front-end performance. The platform’s complexity slowed agent onboarding and made everyday workflows inefficient and inconsistent.

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​🎯  My Role, UX/UI/Product Design Lead

I led the end-to-end UX strategy and delivery for Casa Overview/360, Dashboard, Search, CX Account/Portal, and Customer Story/Interactions for Mobility and Home Solutions, including:

  • Conducted user testing sessions (interviews, focus groups, A/B testing, and usability testing)

  • Developed test plans, scenarios, use cases, and prototypes

  • Analyzed findings, identified key insights, and shared recommendations to inform product improvements

  • Designed responsive user interfaces with balanced layouts and constraints across desktop viewports

  • Enhanced UI accessibility using standard component libraries

  • Defined customer data visualizations, simplified agent workflows, and established content hierarchy on Overview

  • Built components and documentation for the Casa Design System

  • Collaborated with developers, PMs, stakeholders, and QAs to align on vision

  • Explored GenAI and LLM strategies for AI-powered workflows in CCAI note handling

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🛠   Key Features Delivered

  • Improved UI architecture for scalability and performance across Account info and Portal interactions

  • Enhanced Casa Overview page layout and OTT handling

  • Delivered OTT Subscriptions on Demand (SoD) experiences across multiple platforms and brands (TELUS/KOODO), ensuring cross-functional product consistency

  • Redesigned and integrated SmartHub CED (cell usage, hub locations, visual charts) into Casa Dashboard

  • Streamlined search, overview, and interaction history flows

  • Implemented AI-enabled features and process improvements for faster resolution of CX calls via CCAI

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✅  The Outcome ​

  • Applied Google Contact Center AI (CCAI) strategy and simplified navigation, reducing agent training time by 76% and increasing handling capacity by 30%

  • Established a multi-brand design system that prioritized consistency and adaptability in Casa

  • Transformed traditional IVR and chatbots into intelligent virtual assistants, significantly reducing call volumes through improved agent note submission outcomes

  • Received positive internal feedback on task efficiency, interface clarity, and accessibility

  • Empowered agents to deliver faster, more consistent customer service in pre-authorized payment handling and C360 billing

  • Achieved consistent OTT performance through cross-functional engagement

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Manulife

UX Design Across Web & Mobile
Responsive Web & Mobile / Financial Services / B2B & B2C
Sep 2016 – May 2021 (4yrs 9mos)

🔍  The Challenge
Manulife serves over 35 million customers worldwide and offers complex insurance and investment services to a wide audience from individual customers to financial advisors. Their digital platforms needed to accommodate diverse use cases, improve usability, and meet high compliance standards. The key issues included outdated workflows, fragmented data access, and a lack of consistent UX across tools and touchpoints.

🎯  My Role, UX Lead

As a UX Designer, I led design across multiple digital initiatives supporting both B2B and B2C audiences. My contributions included:

  • Conducted qualitative and quantitative research: interviews, surveys, A/B testing, and usability testing via UserTesting.com and UserZoom

  • Created personas, test protocols, and UX metrics to validate design decisions

  • Redesigned complex user flows and dashboards for both customer portals and advisor tools

  • Built lo-fi and hi-fi prototypes using Axure and applied the Manulife Design System (ML DS)

  • Delivered accessible (AODA-compliant) designs and data visualizations for financial tools

  • Collaborated with developers, QA, and stakeholders in agile teams


🛠   Key Features Delivered

  • Group Retirement Solutions (GRS): Online transactions, account balances, investment instructions, banking integration, secure file uploads

  • Online Claims Submission (OCS): Digital experiences for health and dental claims in consumer markets

  • Manulife Securities Portal: Advisor dashboards, secure logins, goals-based investing tools (GBI) used by 1,200+ advisors

  • Customer Account Tools: Registration, login, single sign-on, and personalized dashboard experiences

  • Marketing Campaigns: UX support for digital campaigns across insurance and investment products

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✅  The Outcome 

  • Delivered a unified design approach across advisor and customer platforms, improving consistency and reducing development time

  • Boosted digital claims adoption rates by simplifying key workflows and making them mobile-friendly

  • Enhanced usability and accessibility across financial dashboards, leading to clearer decision-making for users

  • Supported measurable improvements in NPS and engagement through user-validated design decisions

  • Empowered advisors with faster, more intuitive tools—contributing to increased client satisfaction and retention

The Weather Network

Unified Native & Wearable App Experience
Native Apps / Web Apps / Wearables | Android & iOS | B2C
May 2011 – Feb 2016 (4yrs 10mos)

🔍  The Challenge

With over 60 million global users relying on timely weather updates, The Weather Network needed to modernize and unify its fragmented mobile app ecosystem, spanning Android, iOS, and wearables.

Inconsistent design patterns, scattered data presentation, and outdated UI across platforms created friction and eroded trust. Compounding the challenge, the team needed to effectively integrate ad monetization without degrading the user experience, a crucial business requirement.
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🎯  My Role, UX/UI Lead

I owned end-to-end UX design for mobile, web, and wearable platforms, leading efforts to unify and elevate user experiences across all touchpoints. Key responsibilities included:

  • Prototyped the unified experience using InVision for user testing

  • Collaborated with the UX research team to define methodologies, write test scripts, and set up usability protocols

  • Embedded a Google Forms survey into the prototype to collect real-time qualitative feedback from users

  • Conducted user testing sessions and analyzed feedback from both behavioral observations and post-test surveys

  • Iterated on ad placement strategies to strike the right balance between monetization and usability

  • Applied Google Material Design guidelines for consistency and accessibility across devices

  • Focused on delivering a responsive, user-centered UI that could adapt to future mobile standards

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🛠   Key Features Delivered

  • Current Forecasts with dynamic UI

  • Precipitation timing (start/stop) with visual rain/snow graphs

  • Environmental alerts, pollen/UV/air quality reports

  • Weather videos, news, and push alerts

  • Customizable widgets and wearable integrations

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✅  The Outcome 

  • 77% of users preferred the new design, citing improved clarity, easier navigation, and a refreshed look and feel

  • Users appreciated being able to quickly find critical weather data, with less cognitive overload

  • 23% of participants raised concerns about ad density and content blending, prompting refinements to our layout strategy

  • Developed ad formats and placements that were relevant, less intrusive, and optimized for both UX and revenue

  • Helped position the app for long-term scalability and monetization with a unified, accessible design system

  • Unified TWN’s UX across Android, iOS, and wearables, delivering a seamless multi-platform experience

  • Improved app usability and visual hierarchy, reducing friction in accessing timely weather data

  • Enhanced data visualization led to higher user engagement with environmental insights

  • Successfully balanced ad revenue needs with ux, preserving retention and usability

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VORTEX MOBILE

Full-Spectrum Visual & UX Design
Web & App Design | B2B & B2C
Apr 2008 – Feb 2011 (2yrs 11mos)

🔍  The Challenge

Vortex Mobile, a fast-paced mobile tech startup, needed a unified design presence across digital and print platforms. With limited design resources and a wide range of marketing and development needs, they required a designer who could wear many hats from UX/UI to branding to coding and execute end-to-end visual solutions across mobile, desktop, and campaign media.
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🎯  My Role, UX/UI Lead

As the sole designer, I led all creative and UX efforts, balancing high-volume production with strategic brand alignment. My scope of work included:

  • Designed websites, mobile apps, Flash intros, and print collateral

  • Developed interactive prototypes, wireframes, and user flows

  • Coded responsive web pages using HTML5, CSS, and JavaScript

  • Executed marketing campaigns: email blasts, social media promotions, SEO

  • Created brand assets including logos, icons, and digital illustrations

  • Managed accessibility standards and performance optimization

  • Animated Flash-based microsites and banners for web promotions

 

🛠   Key Responsibilities

  • Web & mobile UI/UX design across platforms

  • Brand identity design: logos, typography, visual guidelines

  • Marketing design: monthly e-blasts, promotional banners, campaign pages

  • Front-end development using Dreamweaver, Flash, HTML/CSS/JS

  • Social media visuals and digital ads for Facebook campaigns

  • Print collateral: brochures, posters, business cards

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✅  The Outcome 

  • Delivered a consistent brand experience across all platforms and media formats

  • Increased campaign engagement through improved visual storytelling and digital branding

  • Played a critical role in launching multiple digital products with limited resources

  • Honed the ability to multitask across disciplines: design, dev, marketing, animation

  • Gained recognition internally for rapid delivery, creative versatility, and end-to-end ownership

Get in Touch

Project details available upon request

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