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Audrey Marcotte, M.A., UXC

Expérience client (CX et UX)

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About

I’m a strategic design and customer experience consultant. I help organizations better understand human needs so they can design services and experiences that are clearer, simpler, and more meaningful.

For over 14 years, I’ve been working in the fields of digital design and service transformation. I’m interested in how people experience a service — whether it’s with a company, an institution, or a technology — and how we can redesign these experiences to make them truly human-centered.

I hold a Master’s degree in Interaction Design from Université Laval. I’m also UX Certified by the Nielsen Norman Group, a global authority in the field, and a member of the Interaction Design Foundation (IxDF). I work in both French and English, across Canada, France, and the United States.

Over the years, I’ve collaborated on innovation and transformation projects with organizations such as:

  • Canadian Space Agency (CSA)
  • Thales Digital Solutions
  • Canadian Armed Forces
  • Florida Highway Safety and Motor Vehicles (FLHSMV)
  • Royal Canadian Mounted Police (RCMP)
  • Executive Council of Quebec (MCE)
  • Ministry of the Environment, the Fight Against Climate Change, Wildlife and Parks (MELCCFP)
  • Defence Research and Development Canada – Valcartier Research Centre (DRDC)
  • Public Safety Canada
  • Centre de services scolaire des Découvreurs
  • Commission des normes, de l’équité, de la santé et de la sécurité du travail (CNESST)
  • Ministry of Energy and Natural Resources (MERN)

My role is to help teams identify real user needs, clarify experience journeys, and design coherent and sustainable solutions.

In practice, this means I work on:

  • research and interviews to understand people
  • collaborative workshops to generate meaningful ideas
  • customer journeys, personas, prototypes, and usability testing
  • UX/CX strategy reports that guide projects toward what truly matters

Audrey focuses on the preliminary stages of a project, defining business and end-user needs through interviews, workshops, and analytical data. She then develops the CX/UX strategy, involving:

  • Creating personas, client journeys, and scenarios
  • Designing information architecture
  • Creating wireframes and prototypes
  • Writing recommendation and strategy reports

In 2025, my focus is on social design — using design to address collective challenges and improve community life. As an eternal optimist, I believe design can help organizations create real, positive impact :).

Community and sharing

I’m the founder and local leader of the IxDF community in Quebec City — a space for designers and UX professionals to connect, share ideas, and learn from one another. I organize discussions, meetups, and collaborative activities that strengthen our local design community.

Over the years, I’ve also given a few lectures and taught courses on user experience and human-centered design.

Education

  • UX Certification – Nielsen Norman Group (2023)
  • Master’s in Interaction Design – Université Laval (2009–2011)
  • Bachelor’s in Graphic Design – Université Laval (2004–2007)
  • Image Studies, Multimedia Option – Intuit/Lab, Paris (2006–2007)

Distinctions

  • Hydro-Québec Entrepreneurial Scholarship (2007)
  • Université Laval International Study Scholarship (2006)