Umar A.

Senior Service Designer @EY Studio+

Calgary, AB, CA

Led complex service design engagements across government, healthcare, and enterprise technology sectors. Responsible for scoping research plans, managing delivery across cross-functional teams, mentoring junior designers, and presenting strategic outcomes directly to C-suite.Owned end-to-end design across 10+ platform and service transformation engagements — leading discovery, journey mapping, service blueprinting, and future-state strategy for digital platforms serving patients, citizens, and enterprise users across highly regulated environments.Designed and executed VOC programs combining qualitative research (1:1 interviews, contextual enquiries, co-design workshops) with quantitative methods to develop user archetypes, uncover unmet needs, and build evidence-based cases for investment.Led service design for a large-scale digital health platform — a province-wide primary care discovery tool delivering ecosystem maps, service blueprints, and validated digital concepts that informed product roadmaps and executive strategy.Spearheaded AI and digital transformation engagements across a provincial government, including a cross-ministry AI adoption strategy and an emergency response operations platform — translating ambiguous mandates into prioritized, executive-endorsed roadmaps aligned to organizational and operational constraints.Partnered with product managers, architects, and technology leads to align service design outputs with platform development cycles — ensuring front-stage experience design was grounded in back-stage process, data flow, and technical feasibility across enterprise platforms including telecom product suites and government SaaS environments.Mentored junior service designers across active engagements — providing structured guidance on research planning, synthesis, artifact quality, and stakeholder storytelling — while co-developing practice methodology and standards adopted across the firm’s design capability.

OCAD University

Bachelor of Design (BDes), Industrial and Product Design

George S. Henry Academy

OSSD, High School/Secondary Diplomas and Certificates

Centennial College

Certificate, Arts and Design Foundation