Aaron Black

Staff Product Designer at Carrow Software · Service design · operations, service design

Carrow Software

Toronto, ON · ET (UTC-5)

9+ years experience

OCAD University

English

Messaging unavailable

Overview

Based in Toronto. I work on service design at Carrow Software. Brought the service design flows to WCAG 2.2 AA. Before that: Air Canada and EY. Swimming before work keeps me sane.

Good reasons to reach out

Working sessions on journey mapping

Please don't message about

Logo contests
Crypto token projects
Unpaid design tests

Skills

workshopsservice designjourney mappingoperations

Experience

Staff Product Designer
Jan 2024 - Present
Carrow Software · 2 yr 9 mo · Full-time · Toronto, ON
- Built a component library 86 engineers ship with every day.
- Brought the service design flows to WCAG 2.2 AA.
UX Researcher
Aug 2022 - Jan 2024
Air Canada · 1 yr 5 mo · Full-time · Toronto, ON
- Brought the service design flows to WCAG 2.2 AA.
- Ran 54 usability sessions and turned them into a research repository.
UX Researcher
Feb 2021 - Aug 2022
EY · 1 yr 6 mo · Full-time · Toronto, ON
- Cut support tickets about service design by 46% with clearer copy and states.
UX Researcher
Oct 2017 - Feb 2021
PwC · 3 yr 4 mo · Full-time · Toronto, ON
- Brought the service design flows to WCAG 2.2 AA.

Projects

Side project: a commute planner

2025

Built with workshops and journey mapping. 1421 people used it last year.

Service design benchmark

2022

Reproducible benchmarks comparing service design and operations on real workloads.

References

No references yet.

Education

OCAD University
BDes, Human-Computer Interaction
2013 - 2017

Details

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