Delivering results using design thinking and creative problem solving.
I hold a Master’s of Design degree in Strategic Foresight and Innovation. I’ve built, led and been part of design teams that have created high-impact products, new audiences and revenue streams for a variety of industries. Highlights include designing subscription products and services to help Torstar grow to +60K subscribers in one year, as well as new product designs that contributed to Sun Life’s Client 2020 vision and 19% growth in one year.
Career overview
Over the last 20+ years, I have built and led multi-disciplinary UX teams. I have introduced processes and systems that have led to creating impactful solutions. My design leadership has spanned diverse industries and solved complex customer and business problems for leading Canadian brands and brands known worldwide.
I am currently part of the senior leadership team at Torstar in the Digital Product area. I run all product design activities and am directly accountable for the design of Torstar apps and websites. Collaborating closely with Product and Engineering, my team is responsible for driving digital transformation for 7 daily news products and 27 community news sites which includes creating new revenue streams and audience segments. We introduced paid digital subscriptions and grew to +100K subscribers, we create and validate new opportunities for audience engagement (TikTok, Alexa) and continue to grow new segments of our audience.
Prior to Torstar, I was an independent contractor at a number of companies including healthcare facilities, Sun Life and Texas Instruments. Simultaneously, I also completed a Masters of Design in Strategic Foresight and Innovation.
Using strategic foresight and business model innovation techniques I worked with healthcare executives at both Canes Community Care and William Osler Health System to develop their 3-year strategic plans. At Texas Instruments I led the creation of an on-demand video library that housed and organized +1K user-generated videos that involved lab-based research and complex usability testing.
At Sun Life I co-designed and validated a health lifestyle app, Lumino where clients could search for fitness, health tips, offers, healthcare providers and price comparisons. This product created potential new revenue streams by providing a frictionless platform to connect consumers and health providers. I was part of Sun Life’s design Lab incubator exploring the potential of Ella, an interactive digital coach for benefits and pension plans which has since launched and is a key part of client engagement.
Some brands that I have worked with:
UX Leadership Experience
Along with building and leading design teams I am a lifelong learner and am passionate about the power of education and community. I’ve volunteered in RGD’s design mentorship program and have mentored a number of junior designers and OCADU Master’s students.
Empathy and creativity can solve the world’s most complex problems.
Building high performing teams
Diverse teams get diverse and deeply effective results. Over the years I have built teams both in-person and fully remote. Dispersed teams are the norm and flexibility is the key to retaining great talent.
I introduce foresight techniques, system thinking, HCI principles as the need arises and work alongside teams to truly understand the end-user and the problem we are trying to solve.
Kelly Payne 