The Team
Who We Are
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.
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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.
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.
Companies I've contributed to include: mobileLIVE, TELUS, ROGERS, Manulife, The Weather Network, Vortex Mobile..
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.
ROGERS
Agent Experience Design (OneView Platform)
Responsive Web App / Desktop / B2B
May 2024 – Present
🔍 The Challenge
Rogers Communications serving over 20 million subscribers across its various products, including wireless, home internet, TV, and business solutions subscribers, relies on OneView, a complex contact center platform, to help agents support customers with billing, subscriptions, and account management. However, OneView's workflows and interface lacked clarity, efficiency, and accessibility, leading to slower agent performance and inconsistent customer service.
🎯 My Role
As Lead Product Designer, I focused on reimagining the agent experience for OneView-Resi. My work spanned:
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Resolve technical limitations caused by legacy applications that were affecting compatibility with new platforms and hindering UX consistency.
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Audit the legacy UX and identify platform compatibility gaps
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Designing end-to-end workflows for new and existing customers
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Conducting user interviews, usability testing, and iterative prototyping
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Creating accessible, responsive UI for web and desktop
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Building and documenting new components in the OneView Resi Design System
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Writing detailed Jira stories/tasks and delivering dev-ready assets in Figma
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Adding annotations to UI component interaction behaviors in Figma handoff files
🛠 Key Features Delivered
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Subscription Management (upgrade/downgrade tiers)
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Residential Dashboards for Internet, TV, and AppTV
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Billing Breakdown & Add-On Pricing
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AutoPay Discounts and Offers Integration
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Video Service Over 5G Home Internet to sell Subscriptions (Netflix, Disney+, AppleTV.. ) to wireless CX
✅ The Outcome
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Improved overall UX by enhancing compatibility and front-end performance, while increasing maintainability and design scalability across platforms.
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Resulted in faster development cycles and minimized dev rework by providing the design functionality and annotations especially for the edge case scenarios
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By streamlining complex workflows and improving interface clarity, agents gained faster access to customer data and tools.
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Early internal feedback indicated reduced cognitive load and shorter task completion times, leading to a more consistent, confident agent experience.
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Enabled retail users to complete transactions directly within OneView, reducing reliance on live agents.
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As a result, RSG call volume dropped by ~40% over the past year, indicating improved self-service success and a more seamless digital experience.
TELUS
Agent Experience Redesign (Casa App)
Responsive Web App / Desktop / B2B
May 2021 – April 2024 (3yrs 1mos)
🔍 The Challenge
TELUS has over 19 million customer connections across its various services, including wireless, data, IP, voice, television, entertainment, video, and security, with 10,000+ agents using the Casa app as their primary tool for handling transactions, billing, and support.
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Legacy applications were creating friction in the user experience and causing compatibility issues on newer platforms.
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These technical constraints also limited design flexibility and impacted performance across the front-end stack.
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But the platform was overly complex, slowing agent onboarding and making everyday workflows inefficient and inconsistent.
🎯 My Role
As Lead Product Designer, I led the end-to-end UX strategy and delivery for the Casa agent app. This included:
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User interviews, focus groups, and usability testing
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Designing responsive flows and UIs in Figma
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Enhancing accessibility (ACA compliance)
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Defining data visualizations and simplifying dashboards
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Building components and documentation in the Casa Design System
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Collaborating with devs, PMs, stakeholders, and QA to align vision
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Exploring GenAI and LLM strategies for AI-powered workflows
🛠 Key Features Delivered
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Improved UI architecture for scalability and better performance
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Redesigned agent dashboards: Home Solutions, Mobility, Billing, C360, Offers, and Profile
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OTT Subscriptions on Demand and SmartHub CED integration
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Streamlined search, overview, and interaction history flows
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AI-enabled features and process improvements for faster resolution
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Increased transparency in billing breakdown and usage insight
✅ The Outcome
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Applied Google Contact Center AI (CCAI) strategy and simplified navigation, reducing agent training time by 76% and boosting handling capacity by 30%.
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Significant drop in call volume due to improved usability and AI-driven self-serve options
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Positive internal feedback on task efficiency, interface clarity, and accessibility
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Empowered agents to deliver faster, more consistent customer service
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
As a UX Designer, I led design across multiple digital initiatives supporting both B2B and B2C audiences. My contributions included:
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Conducting qualitative and quantitative research: interviews, surveys, A/B testing, and usability testing via UserTesting.com and UserZoom
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Creating personas, test protocols, and UX metrics to validate design decisions
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Redesigning complex user flows and dashboards for both customer portals and advisor tools
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Building lo-fi and hi-fi prototypes using Axure and applying the Manulife Design System (ML DS)
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Delivering accessible (AODA-compliant) designs and data visualizations for financial tools
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Collaborating with developers, QA, and stakeholders in agile teams
🛠 Key Features Delivered
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Group Retirement Solutions (GRS): Online transactions, account balances, investment instructions, banking integration, secure file uploads
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Online Claims Submission (OCS): Digital experiences for health and dental claims in consumer markets
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Manulife Securities Portal: Advisor dashboards, secure logins, goals-based investing tools (GBI) used by 1,200+ advisors
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Customer Account Tools: Registration, login, single sign-on, and personalized dashboard experiences
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Marketing Campaigns: UX support for digital campaigns across insurance and investment products
✅ The Outcome
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Delivered a unified design approach across advisor and customer platforms, improving consistency and reducing development time
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Boosted digital claims adoption rates by simplifying key workflows and making them mobile-friendly
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Enhanced usability and accessibility across financial dashboards, leading to clearer decision-making for users
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Supported measurable improvements in NPS and engagement through user-validated design decisions
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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.
🎯 My Role
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:
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Prototyped the unified experience using InVision for user testing
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Collaborated with the UX research team to define methodologies, write test scripts, and set up usability protocols
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Embedded a Google Forms survey into the prototype to collect real-time qualitative feedback from users
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Conducted user testing sessions and analyzed feedback from both behavioral observations and post-test surveys
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Iterated on ad placement strategies to strike the right balance between monetization and usability
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Applied Google Material Design guidelines for consistency and accessibility across devices
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Focused on delivering a responsive, user-centered UI that could adapt to future mobile standards
🛠 Key Features Delivered
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Current Forecasts with dynamic UI
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Precipitation timing (start/stop) with visual rain/snow graphs
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Environmental alerts, pollen/UV/air quality reports
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Weather videos, news, and push alerts
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Customizable widgets and wearable integrations
✅ The Outcome
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77% of users preferred the new design, citing improved clarity, easier navigation, and a refreshed look and feel
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Users appreciated being able to quickly find critical weather data, with less cognitive overload
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23% of participants raised concerns about ad density and content blending, prompting refinements to our layout strategy
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Developed ad formats and placements that were relevant, less intrusive, and optimized for both UX and revenue
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Helped position the app for long-term scalability and monetization with a unified, accessible design system
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Unified TWN’s UX across Android, iOS, and wearables, delivering a seamless multi-platform experience
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Improved app usability and visual hierarchy, reducing friction in accessing timely weather data
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Enhanced data visualization led to higher user engagement with environmental insights
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Successfully balanced ad revenue needs with ux, preserving retention and usability
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.
🎯 My Role
As the sole designer, I led all creative and UX efforts, balancing high-volume production with strategic brand alignment. My scope of work included:
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Designing websites, mobile apps, Flash intros, and print collateral
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Developing interactive prototypes, wireframes, and user flows
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Coding responsive web pages using HTML5, CSS, and JavaScript
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Executing marketing campaigns: email blasts, social media promotions, SEO
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Creating brand assets including logos, icons, and digital illustrations
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Managing accessibility standards and performance optimization
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Animating Flash-based microsites and banners for web promotions
🛠 Key Responsibilities
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Web & mobile UI/UX design across platforms
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Brand identity design: logos, typography, visual guidelines
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Marketing design: monthly e-blasts, promotional banners, campaign pages
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Front-end development using Dreamweaver, Flash, HTML/CSS/JS
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Social media visuals and digital ads for Facebook campaigns
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Print collateral: brochures, posters, business cards
✅ The Outcome
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Delivered a consistent brand experience across all platforms and media formats
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Increased campaign engagement through improved visual storytelling and digital branding
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Played a critical role in launching multiple digital products with limited resources
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Honed the ability to multitask across disciplines: design, dev, marketing, animation
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Gained recognition internally for rapid delivery, creative versatility, and end-to-end ownership
