Customer experience strategist and service designer combining customer research, data analysis and hands-on design to inform business decisions and improve how services work.
Experience
Independent Consultant
Selected client: MAANA, Kyoto
- Led MAANA Annex’s pre-launch experience: the website, waitlist and optional raffle journey, and subscriber collection/reporting logic.
- Analysed 991 paid bookings and Annex waitlist responses to develop guest personas and pricing recommendations adopted by the team, with Kyoto as the initial pricing benchmark.
- Redesigned MAANA’s property and workshop journeys, connecting guest feedback and booking patterns with business priorities and platform constraints.
- Reworked workshop discovery, paid-campaign tests and on-site touchpoints; Koji became the second-most-popular workshop, as reported from the engagement.
- Replaced fragmented PDF room guides with a web-based guest guide and documented digital tools and website work for handover.
The independent practice continues. The initial MAANA engagement has ended; a separate follow-on contract is planned.
Nanyang Commercial Bank
Customer Experience & Digital Channels
- Redesigned mobile and online banking journeys within the internet banking team during a major system replacement.
- Led online and in-person usability testing with customers and employee users, translating findings into interface and journey improvements.
- Designed migration-support conversations and a callback workflow connecting issue logging, specialist resolution and follow-up.
- Conducted branch visits and interviews to identify opportunities to improve the physical service experience.
Protecht (now Teak)
Customer & Business Platforms
- Designed client widgets and reusable design guidelines, and conducted usability testing with documented research plans, findings and recommendations.
- Designed a digital crew-cover insurance system for Ryan Specialty Group, with a workflow intended to reduce manual processing.
- Contributed to mobile and desktop redesigns for ModernTransact, a CRM for internal teams and clients.
Education
ArtCenter College of Design
MFA, Media Design Practices · 2020
University of California, Irvine
BS, Informatics (Human-Computer Interaction) · 2018
Practice
Customer research · Data analysis · Launch strategy · Usability testing · Journey redesign · Information architecture · Service workflows · Figma · Prototyping · A/B testing
English and Mandarin · Basic Japanese