About

Joyce is a design thinker and a passionate advocate for the customer experience. She’s interested in research methods that provide insight into how people live and work, the context in which they work, and applying those insights to design of experiences.

Joyce works at Open Text Corporation as Director of Customer Experience. Her current focus is on defining what it means to deliver a holistic, intelligent customer experience throughout the customer lifecycle.

Joyce has 20 years experience in the fields of design, communications, and content development. She’s worked on a wide range of enterprise software including  document management, workflow, collaboration, communities of practice, business intelligence, and records management.

As a change agent, her experience bringing the practice of experience design to three enterprise software companies has taught her about the importance of focusing on value, the language of business, and organizational change. She has expertise in all aspects of design from ethnographic research to concept mapping, prototyping, storytelling, and the use of personas and scenarios to communicate design goals.

Joyce grew up on the Canadian prairies, studied political science and communications at the University of Alberta, graduating with B.A. in Canadian Studies in 1986.  She then headed out east to study communications and cultural studies at Carleton University in Ottawa, graduating with a M.A. in 1989.  After stints being responsible for public affairs programming at a community radio station and running the legislative office of a Member of Parliament at the House of Commons, Joyce moved to Kingston where she found her first job in the computer industry.

Joyce currently lives in Kingston, Ontario though is still a westerner at heart. An avid gardener and the bane of her neighbor whose mental model of yards centers on grass, Joyce has a keen interest in sustainably greening her community. She’s xeriscaped her home environment and now has her sights set on the rest of Kingston.

You can follow Joyce on twitter @joyce_hostyn.