Curious about people.
Practical about change.
I’m a customer experience strategist and service designer based in Hong Kong, with a background spanning banking, insurance technology and hospitality.
& SERVICE DESIGN
My work starts with
understanding the situation.
I’m interested in the moments where a customer’s experience becomes harder than it needs to be: a choice that is difficult to compare, an unfamiliar process, or a handoff that asks someone to start again.
I use research and hands-on design to connect those moments to the wider service. That can mean changing an interface, reworking a journey, clarifying a conversation or helping a team see a trade-off differently.
Through my independent practice, Kaolin Limited, I work on customer experience and service design. For MAANA, my work spans Annex’s pre-launch strategy and audience research and website and booking journey redesign. I also develop my own products through Kaolin, including Quickening, a baby-movement journal for iPhone and Apple Watch. My earlier work at Nanyang Commercial Bank and Protecht (now Teak) forms a separate part of my employment experience.
View my résuméA few different
perspectives.
Independent Consultant
CX & Service Design · via Kaolin Limited
Selected client: MAANA, Kyoto
Nanyang Commercial Bank
Manager · Customer Experience & Digital Channels
Hong Kong
Protecht (now Teak)
UX Designer · Customer & Business Platforms
Los Angeles
Design & human-computer interaction
MFA, Media Design Practices · ArtCenter College of Design
BS, Informatics (HCI) · University of California, Irvine
Protecht (now Teak)
2020—2023
Customer-facing products and the tools that support a business.
At Protecht, my work spanned client widgets, usability research, a crew-cover insurance system and mobile and desktop business tools. The widget redesign case brings together original interface analysis and design iterations; other projects remain summarized below.