Hello,My Name
is Ann Amin
I am a User Experience Specialist who loves design, collaboration, research and crafting expressive, usable interfaces for products, platforms, and tools.
Current position: UX Specialist at Canada Revenue Agency
Seeking new opportunities
Case Studies
The Field Office Telephone Book (FOTB)
The Field Office Telephone book is an internal site used by CRA call centre agents to look up mailbox and taxpayer-related contact information across Canada.
Next Generation Project - Personas
Next Generation Contact Engagement Platform is the current contact centre platform for call center agents which allows them to connect to taxpayers through the phone to help them with their inquiries
UX Ambassador Mentorship Program
The Technical Help Guide (THG) is a large, continuously evolving online reference for thousands of CRA call centre agents. My UX team and I were responsible for redesigning the entirety of the technical help guide, including structure, flow, design and content. After the redesign launch, our UX team moved on to other projects — but content updates continued, and the quality and consistency began to vary.
Email Link Management System (ELMS)
The Email Link Management System (ELMS) is used by CRA contact centre agents to send taxpayers curated resources, forms, and publications by email. The system plays a key role in efficiency, accuracy, and overall taxpayer experience. This case study documents the UX research and redesign process aimed at improving ELMS usability, streamlining workflows, and ensuring agents can complete tasks with clarity and confidence.
