Jacquelyn Brioux
Researcher and Service Experience Designer





Carnegie Mellon University | Pittsburgh, PA, USA
Completed 72 credits toward my D.Des degree
Doctorate of Design (D.Des) in Transition Design

Studied the potential of design to drive human-centered organizational transition. Particular emphasis on employee experience, cultural transformation, and humanizing the future of work. Fields referenced: service design, systems thinking, subjective well-being, organizational behavior, critical design, and new economics.


York University | Toronto, ON, Canada
June 2014
Bachelor of Arts Honors (B.A. Hons) in Communication Studies
Summa Cum Laude

2013/2014 Dean’s Circle of Student Scholars
2012/2013 Lifelong Learning Scholarship, Columbia Institute
2011/2012 Lifelong Learning Scholarship, Columbia Institute
2011/2012 Sessional Academic Achievement List
2011/2012 York University Continuing Student Scholarship


University of Guelph | Guelph, ON, Canada
February 2006
Bachelor of Arts (B.A.) in English

2005/2006 Canada Millennium Bursary
2004/2005 Canada Millennium Bursary
2002/2003 Aiming for the Top Tuition Scholarship
2002/2003 Ontario Scholar

Work Experience


Shopify Plus | Waterloo, ON (Remote from VA)
Service Design Lead
May 2018 - Present

Building out a service design practice and growing a team of service designers to support the end-to-end experience of merchants (service users), frontstage service actors, backstage service actors, and partner service actors. Consulting on best practices for a more holistic and participatory style of human-centered design across product and service lines. Building relationships, leading workshops, moderating panels, delivering presentations, and co-creating practical materials to help implement service design at scale within a hyper-growth organization.


Rebel Rebel | Alexandria, VA
Founder / Design Consultant
March 2018 - Present

Rebel Rebel is a new kind of management consultancy—one that leads with compassion, curiosity and courage, and can always be counted on to advocate for people. We'll tell it like it is and help you articulate and visualize your iterative story of change across the organization. We're designers, researchers, strategists, and change agents with heart. We're tired of the status quo within organizations and we're here to help guide you through participatory design exercises to bring about change within your organization so that you, your employees, customers, stakeholders, and communities can feel the difference of an organization that puts people first.

Clients: Royal Bank of Canada (RBC); Defense Manpower Data Center (DMDC) for the Department of Defense (DoD) via Dignari.


Fannie Mae | Washington, D.C.
Service Design Lead
November 2016 - March 2018

Service Design Lead on the Strategy, Insights, and Marketing team within the Single-Family mortgage business. I led the service design practice at Fannie Mae and managed a growing team of service designers. In addition to mapping the complex primary and secondary mortgage market ecosystem, we pioneered the co-creation of "living" artifacts to facilitate immersive empathy-building across the organization, layering in quantitative and qualitative insights to stimulate human-centered organizational transformation within a traditional government-sponsored enterprise (GSE).


Capital One Labs | Arlington, VA
Experience Design Lead
January 2016 - November 2016

Capital One Labs is all about making products that have a big impact. When our team isn't venturing to build the next generation of financial products, we're partnering with other Capital One teams to tackle their biggest challenges. We work in small, cross-disciplinary design teams that define smart strategies and make beautiful solutions. Our work results in more human and valuable product and service experiences.

My role: Research lead for emotional and financial wellbeing impact assessment (money coaching pilot). Design lead for shared finances iOS and Android app, specializing in FTUX (onboarding). Designer for visualizing and simplifying spend, and notional AI screens for how consumers might interact with their money.

Tools: Sketch, Zeplin, Slack, Photoshop, InVision, Qualtrics, Typeform, MindNode, Keynote, UserTesting, Confluence, Google Apps, Microsoft Office.


Capital One | Vienna, VA
Product Design Lead
November 2014 - January 2016

Capital One Digital is a collection of designers, product managers, content strategists, design thinking strategists, and developers who strive to change banking for good. 

My role: As a design lead on the Card Design team, I worked closely with other designers, strategists, product managers, and developers to further our understanding of how people interact with their money. I employed human-centered design methods to uncover insights and design solutions that empowered our customers to live happier and more financially stable lives. I also managed a small team of junior designers and oversaw product design on several projects. Service design lead for new high net worth credit card offering. Product design lead for dynamic credit card application, balance transfer and interest eraser features (responsive Web and iOS). 

As the campus recruiting lead for design, I worked closely with our campus recruiting team to develop our recruiting strategy, improve our hiring process, recruit top candidates, program events, and co-create the new Design Development Program (DDP) for interns and recent college graduates.

Tools: Photoshop, InVision, Sketch, Balsamiq, Slack, Keynote, UserTesting, Confluence, GroupMe.


DesignedUX | Toronto, ON
Senior Product Designer
May 2014 - November 2014

DesignedUX is an expert user experience design firm that partners with start-ups and organizations to create exceptional products and experiences.

My Role: I worked as part of a distributed team and led user research and product design for startups and organizations in fintech and edtech. Clients: Linkitz and Securefact.

Tools: MindNode, Balsamiq, Photoshop, InVision, UserTesting, Chrome Developer Tools, Basecamp, Evernote, Google Docs, QuickTime, WebEx, GoToMeeting, Join.me.


Uberflip | Toronto, ON
Product Designer
December 2013 - May 2014

Uberflip empowers marketers, publishers, professionals, educators and corporations with the tools to produce effective content marketing experiences that can be distributed and tracked everywhere.

My Role: User experience design lead for front-end application development. Responsible for user research, usability evaluations, design concept development, UX/UI guidelines, information architecture, wireframes, interactive prototypes, and visual design.

Tools: Balsamiq, Photoshop, InVision, Intercom, Mouseflow, Chrome Developer Tools, QuickTime, Google Docs, Sublime Text.


Freelance | Toronto, ON
Web Designer / Communications Strategist
September 2011 - December 2013

Project-based freelance work including identity design, responsive website design, usability evaluation, social media strategy, content strategy, search engine optimization, and print design.

Skills: domain registration and management, hosting configuration, user research, style guides, sitemaps, information architecture, wireframes, content management, branding, visual design, copyrighting, responsive website design, email configuration, social media integration, digital marketing, front-end coding, search engine optimization, training.

Tools: Justinmind, Mockflow, Squarespace, Wordpress, Tumblr, Google Apps, Dropbox, Evernote, Google Analytics, Muse, Dreamweaver, Photoshop, Illustrator, InDesign, TextWrangler, Sublime Text.


The Foundation Assisting Canadian Talent on Recordings | Toronto, ON
Communications and Stakeholder Relations Officer
August 2012 - August 2013

FACTOR administers contributions from private radio broadcasters as well as two components of the Department of Canadian Heritage's Canada Music Fund to provide assistance toward the growth and development of the Canadian music industry. Support is provided to Canadian recording artists, songwriters, managers, labels, publishers, event producers and distributors through various programs.

My Role: Oversaw the foundation’s communications strategies, including the launch of a new website and online application system, as well as several successful digital media projects and marketing campaigns, most notably #FACTORfunded. Acted as the user interface design lead for the new website and online application system; responsible for style guides, site maps, wireframes, graphic design, tutorial videos, presentations, and front-end coding.

Tools: Mockflow, Dreamweaver, Photoshop, Web CMS for Microsoft Dynamics CRM, Microsoft Azure, Dropbox, Microsoft Office, Google Analytics, Keynote, iMovie, QuickTime, ScreenFlow.


Canadian Independent Music Association | Toronto, ON
Cultural Policy Researcher
April 2012 - August 2012

CIMA is the not-for-profit national trade association representing the English-language, Canadian-owned sector of the music industry. CIMA’s mandate is to develop and advocate policies and services that serve to support a strong and economically stable Canadian independent music and sound recording industry, ensuring the long-term development of the sector and to raise the profile of Canadian independent music both in Canada and around the world.

My Role: Music industry research and policy analysis for the independent sector of the Canadian music industry. Responsible for policy brief writing, statistical analysis, and the creation of keynote presentations.

Research Sources: IFPI, MIA Reports, Statistics Canada, Nielsen, CRTC, PWC, Ipsos, comScore, OECD Factbook, IMF, Nordicity.


Core Music Agency | Vancouver, BC
Head of Music Licensing
March 2009 - August 2012

Core Music Agency is a talent agency, representing a diverse roster of composers, songwriters and music producers who create original music for film, television, advertising and games. Additionally, Core represents a growing catalogue of pre-cleared popular, genre and specialty music from respected labels and independent artists for sync licensing.

My Role: Collaborated with the President to create and implement a new brand identity for the company, which involved competitor analysis, surveys, ideation, identity design, website design, copyrighting, marketing strategy and collateral, and front-end coding. Created and managed the music licensing division and implemented a new digital CMS to support our licensing efforts. Effectively utilized Daylite to manage opportunities and projects. Acted as the representative of composers and recording artists for original songs and synchronization licensing in Canada and the US – developed new original score, song and synch licensing leads; compiled targeted demos and playlists; drafted cover letters; reviewed contracts, negotiated licensing fees and assignment of publishing rights.

Tools: Photoshop, InDesign, Daylite, Dropbox, iMovie, iTunes, Soundminer, SoundCloud, Vimeo, iWork, Microsoft Office, TextWrangler.

Talks, Workshops, and Publications

Podcast interviewee, “New Ways to Spread and Scale Service Design” - Service Design Show, Episode 72, 2019

Workshop Facilitator, “Introduction to Service Design Thinking & Doing” - BLND 2019 - Stratford, ON

Workshop Facilitator, “Introduction to Service Design Thinking & Doing” - IMPACT: 2018 Canadian Service Design Conference - Montreal, QC

Workshop Facilitator, “Introduction to Service Design Thinking & Doing” - Elevate 2018, Shopify - Ottawa, ON

Workshop Facilitator, “Introduction to Service Design Thinking & Doing” - RnD Summit 2018, Shopify - Toronto, ON

Moderator, Service Design Panel - Shopify Plus - Waterloo, ON, 2018

Podcast interviewee, "This Makes Me Happy" - Podcast, Episode 9, 2016

Panelist, "Design for Service: Service Design Debate" - Carnegie Mellon University, 2016

Guest Speaker, "Design for Service: Service Blueprinting" - Carnegie Mellon University, 2016

Speaker, "Banking on Happiness" - People + Money, Carnegie Mellon University, 2016

Speaker, "Banking on Happiness" - People + Money, University of Michigan, 2016

Speaker, "Banking on Happiness" - People + Money, Cornell University, 2015

Speaker, "Banking on Happiness" - PAM, Capital One, 2015

Panelist, "Get to Know the New FACTOR" - NXNE Interactive, 2013

Guest Lecturer, "Composing for Film & TV" Vancouver Island University, Department of Music, 2011

Panelist, "Composing for Film & TV" Manitoba Music, 2010

Speaker, Women in Film and Television Vancouver, Networking Breakfast, 2010

Published in Seeds, "5 Contemporary Artists You Should Know", Hypetree Blog, 2009

Published in The Cannon, Review of "Atmospherics", 2004

Published in The Cannon, Review of "Prairie Tales 5", 2003

Workshops and Skill Development 

Converge: Canadian Service Design Conference - Toronto, Ontario, 2018

Positive Leadership Certificate Program - George Mason University, 2017

SDN Service Design Global Conference - Madrid, Spain, 2017

Toward a Systemic Design Toolkit (Workshop) - Namahn and ShiftN - Relating Systems Thinking and Design Symposium (RSD5), 2016 

Presenting Data and Information - Edward Tufte, 2016

End-to-End, Surface-to-Core: Practical Service Blueprinting - Megan Miller and Erik Flowers - Service Experience Conference, 2015

Experience Mapping - Chris Risdon - UX Week, 2015

Experience Mapping Workshop - Patrick Quattlebaum - Dallas, TX, 2015

VisualStory, 2 Day Workshop - Duarte - 2014

Rapid Prototyping with HTML, CSS, and JavaScript - Bitmaker Labs, 2014

Human-Computer Interaction, Studio Track Statement of Accomplishment with Distinction - Coursera - University of California, San Diego, 2013

The Big Idea Labs - Futurpreneur Canada (Formerly CYBF), 2013

Daylite 101 Certification - Macfanatic - Marketcircle, 2010

Creative Works

Photography, 2005-2015

Original Music Compositions, 2002-2012

Canadian Adaptations of Shakespeare Project, "That The Sun Sucks Up", University of Guelph, 2005

Music That Resonates, Live Sessions and Interviews, 2009-2011