My role
Identified business opportunities within tech-led projects to deliver effective customer solutions.
Iterate the latest design with UX improvements and build a design system for design handover
Develop a new design concepts to enhance the customer experience, creating customer journeys and blueprints to improve both customer and employee interactions.
Challenge
Design in speculative approach for innovative outcome
I also work on developing concepts, focusing on speculative and hypothesis-driven approaches.
With conducting extensive product research, we were exploring how the potential solution could align with user needs and enhance the overall user experience, with mapping out possible user journeys to visualise its application.
Given the hypothesis-driven nature of the work, there was a predetermined expectation that this technology would serve as a viable solution in future scenarios.
Process
Iterate on APP / web design & Build up the design system
We reviewed and analysis the previous version, refining visuals, improving better user flow for enhancing onboarding, streamlining payments journey. It also includes introducing new features.
Outcome
Develop design system
Discovery scope was too big and difficult to navigate, narrow down from synthesis.
Integrate the user’s complex touchpoints across the website, social service to legal process.
Summarise the synthesis, Identify where are prioritised needs and test these hypothesis in Alpha.
Outcome
Create an omnichannel shopping experience
The deliverable interpreted new technologies into innovative design concepts, from crafting seamless journeys across multiple devices while connecting digital and physical touchpoints.
By considering the holistic experience for both customers and staff, I integrated user experience and service design to create a cohesive and engaging solution.
My learning
Expend the depth including designing for the digital product in devices, immersive technology and physical space
It was challenging to adapt to Tech-led project process with UX approaches to deliver solutions for customers on speculative design process.
I also advocates user-centred design for the tech-led project and accelerated recommendations with a customer experience centre approach, connect the dots with holistic customer experience between digital and physical touchpoints.
