I'm Chia-Ying.
I design clear, user-centered digital products that solve real user problems and deliver meaningful business outcomes.
I'm Chia-Ying.
I design clear, user-centered digital products that solve real user problems and deliver meaningful business outcomes.
I'm Chia-Ying.
I design clear, user-centered digital products that solve real user problems and deliver meaningful business outcomes.
I specialise in end-to-end development — partner with teams to define the right problems, align decisions across stakeholders, translate complexity into clear, scalable experiences.
Here are some of the clients I’ve worked with:
Selected work
My Heathrow : unified services & rewards portal
Problem: Customers couldn’t access key services without navigating multiple platforms.
Solution: Designed a unified portal that combines accounts, rewards, bookings, and personalised content into one accessible experience.
Outcome: Improved task efficiency, reduced login friction, and created a scalable foundation for additional airport services.
Case Study →
My Heathrow : unified services & rewards portal
Problem: Customers couldn’t access key services without navigating multiple platforms.
Solution: Designed a unified portal that combines accounts, rewards, bookings, and personalised content into one accessible experience.
Outcome: Improved task efficiency, reduced login friction, and created a scalable foundation for additional airport services.
Case Study →
Cornershop : future retail operations experience
Problem: Retail teams lacked a unified view of store operations, inventory, and performance, leading to fragmented decision-making.
Solution: Designed an integrated operations dashboard that surfaces real-time metrics, insights, and workflows for store managers and staff
Outcome: Improved operational visibility and created a more efficient, data-driven retail experience.
Case Study →
Cornershop : future retail operations experience
Problem: Retail teams lacked a unified view of store operations, inventory, and performance, leading to fragmented decision-making.
Solution: Designed an integrated operations dashboard that surfaces real-time metrics, insights, and workflows for store managers and staff
Outcome: Improved operational visibility and created a more efficient, data-driven retail experience.
Case Study →
About me
My ability to quickly understand new domains, adapt to different business environments, and simplify complex user journeys - from working across consulting and client engagements.
I partner with cross-functional teams to define the right problems, align decisions, and shape solutions that balance user needs and business goals.
I take initiative in facilitating workshops, leading design activities, and presenting work in progress to ensure decisions are informed, collaborative, and grounded in real user needs.
Across research, service design, and UX, I enjoy turning ambiguity into clarity and delivering digital experiences that are not only intuitive — but genuinely usable for everyone.
My ability to quickly understand new domains, adapt to different business environments, and simplify complex user journeys - from working across consulting and client engagements.
I partner with cross-functional teams to define the right problems, align decisions, and shape solutions that balance user needs and business goals.
I take initiative in facilitating workshops, leading design activities, and presenting work in progress to ensure decisions are informed, collaborative, and grounded in real user needs.
Across research, service design, and UX, I enjoy turning ambiguity into clarity and delivering digital experiences that are not only intuitive — but genuinely usable for everyone.
My ability to quickly understand new domains, adapt to different business environments, and simplify complex user journeys - from working across consulting and client engagements.
I partner with cross-functional teams to define the right problems, align decisions, and shape solutions that balance user needs and business goals.
I take initiative in facilitating workshops, leading design activities, and presenting work in progress to ensure decisions are informed, collaborative, and grounded in real user needs.
Across research, service design, and UX, I enjoy turning ambiguity into clarity and delivering digital experiences that are not only intuitive — but genuinely usable for everyone.
My design process
🎯 Define
🎯 Define
Identify the challenges and the scope,
clarify the expectations from the business.
Identify the challenges and set the expectations
🔎 Discovery
🔎 Discovery
Conduct various user research methods, analyze the findings, and map out the opportunity areas.
Conducting various user research methods, analysis and map out the opportunrity area
Experience
Capgemini
Product Designer
September 2021 – November 2024
Sept 2021 – Nov 2024
Snook (NEC Digital)
Snook
(NEC Digital)
Interaction Designer / Service Design Intern
October 2019 – August 2021
Oct 2019 – Aug 2021
Freelance UX Designer
Product Designer
June 2018 – October 2019
Jun 2018 – Oct 2019
Skills
UX Design
UX Design
UX Design
Design strategy
Design strategy
Design strategy
Project planning and management
Project planning and management
Project planning and management
Workshop facilitation
Workshop facilitation
Workshop facilitation
Accessibility and Inclusive design
Accessibility and Inclusive design
Accessibility and Inclusive design
Wireframe & High-Fidelity Prototyping
Wireframe & High-Fidelity Prototyping
Wireframe & High-Fidelity Prototyping
Information Architect
Information Architect
Information Architect
Usability Testing & User Research
Usability Testing & User Research
Usability Testing & User Research
Customer Journey Mapping & service blueprint
Customer Journey Mapping & service blueprint
Customer Journey Mapping
Wireframe & High-Fidelity Prototyping (Figma)
Wireframe & High-Fidelity Prototyping (Figma)
Wireframe & High-Fidelity Prototyping
Cross-functional collaboration
Cross-functional collaboration
Cross-functional collaboration
Stakeholder Engagement
Stakeholder Engagement
Stakeholder Engagement
More about my works? Let's connect.
More about my works? Let's connect.
More about my works? Let's connect.
I enjoy turning ambiguity into clarity and delivering digital experiences in agile and collaboration