Experience

Hitachi Solutions Europe

• United Kingdom
• IT Services and IT Consulting
• 300 - 400 Employee

• Lead service designer

  • Apr 2023 - Present



PogoLab

• United Kingdom
• Wellness and Fitness Services

• Founder and Director,IoT Dental Healthcare Innovation, Research and Product Development

  • Mar 2013 - Present

  At PogoLab, we make a fun, interactive oral hygiene system that teaches people the correct way to brush. PogoLab is located in London at the InnovationRCA, proudly supported by the James Dyson Foundation in conjunction with the Royal College of Art. It was awarded by Innovate UK in 2015 on "Enhancing User Experience of Using Personal Data" competition. Apart from scoping the business direction and developing the key partnerships, I also lead and deliver R&D solutions to meet business goals: •Create value proposition, define the minimum viable product (MVP), business model and roadmap •Define the vision for research and design and lead a multidisciplinary team of 2- 8 people •Developed research partnership with King's College London, an IoT technology solution company, a game design studio •Acquired and managed medium and long-term projects (4 to 12 months) •Engage with C-suite clients and recruit team members •Prototype development and testing: design research, experience design, industrial design, design co-creation workshops •Redefined brand and design service ecosystem for clients, which helped clients secure grants and investment •Provide advice to clients on touchpoint strategy and lead a team of 6 people to design and develop the cross-channel customer experience •Composed end-to-end design of touch points-research, concept, wireframe, testing, interface design, story writing and development briefing/management •Design and lead concept workshops with team members and clients remotely Show less



Zepp Health

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Staff product manager

  • May 2022 - Nov 2022

  I am the first product manager of smartwatch and wristbands business unit in the EMEA area. I led the team to build up the foundation of product discovery and user experience optimisation in the European and the North American market. • Developing product discovery capability in Europe and the North America • Shaped the product value proposition of female smartwatch I am the first product manager of smartwatch and wristbands business unit in the EMEA area. I led the team to build up the foundation of product discovery and user experience optimisation in the European and the North American market. • Developing product discovery capability in Europe and the North America • Shaped the product value proposition of female smartwatch



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Service Designer and Design thinking coach

  • Nov 2020 - May 2022

  I was part of a group of agile changemakers on a mission to improve customer and colleagues’ experiences while coaching product leadership team to utilise design thinking approaches to define what are the right things to build. I was a lead service designer on shaping new IT service and rebranding. • Co-developed the agile governance process that transformed a B2B digital voice service tribe’s mindset and behaviour towards agile • Co-created service patterns that improved efficiency of collaboration and improve consistency of experience for customers • Contributed to develop design thinking tools and coaching plan for a product leadership team to adapt agile way of working • Created service blueprints across the organisation that shaped product roadmap and defined what to measure Show less



Babylon

• United Kingdom
• Hospitals and Health Care
• 400 - 500 Employee

• Service Designer

  • Oct 2018 - Mar 2020

  I am the first service designer joined Babylon Health and contributed to build up human centric design culture in a fast growth organisation. I worked in various product teams to help them prioritise user needs in context, develop and validate concepts based on research evidences and identify risks and relationships to shape the MVP directions and service blueprints for new digital B2B2C and B2C services. •Led service design work to uncover unmet user needs, pain points and collaborate with different parts of the business to define product-market fit solutions to tackle the challenges like: helping people with chronic conditions to take an active role in understanding and managing their health to reduce costs for health insurers; streamlining the home testing kits service to reduce error rate; defining product direction to deliver an accessible, affordable and quality mental health care for people with mild depression and anxiety; understanding and aligning the goals and roles of teams across different part of the business to deliver a consistent experience for end-users and eliminate duplication of work streams. •Setup research plan to understand the market and identify frictions and gaps of current services •Build relationships with key stakeholders to collaborate across the business and partners to create innovation solutions •Determine human centered approaches and service design frameworks to be applied to approved initiatives •Lead and design workshops, field studies to map, measure and improve their product and service offerings •Define product directions in collaboration with cross-functional colleagues and develop hypothesis statements, feature descriptions, JTBDs, user flows, user journeys, wireframes, prototypes •Designing user research experiments, collecting and analysing data to inform design decisions and validate hypothesis Show less



Imperial College London

• Research Services
• 700 & Above Employee

• Human Centred Design Consultant

  • Jul 2017 - Nov 2017

  Design Foundation Project for A&B Corp, the project was funded by Innovate UK grant. In the project, we implemented double diamond design process (Discovery>Definition design proposition> Define design capability roadmap >Development propositions>). -Desktop research and developing research tools used by the team -Ethnographic research, including field research, Customer journey mapping, habit setting research, service safari -Design and facilitate expert workshop and ideation workshop -Research data analysis and insights extraction -Identify new product-service-system propositions Show less



Studio intO

• United Kingdom
• Research Services
• 1 - 100 Employee

• Senior design researcher and cultural guide

  • Feb 2016 - Aug 2017

  I worked at Studio INTO as a design researcher/cultural guide contractor on Dorel Juvenile and Tommee Tippee project. Those projects aim to identify new innovation opportunities and market entry strategy to achieve a cultural fit in the Chinese market via ethnographic research. I worked at Studio INTO as a design researcher/cultural guide contractor on Dorel Juvenile and Tommee Tippee project. Those projects aim to identify new innovation opportunities and market entry strategy to achieve a cultural fit in the Chinese market via ethnographic research.



Zingy Life

• Wellness and Fitness Services

• UX design consultant

  • Feb 2017 - Jul 2017

  Zingy App is an evidence-based nutrition mobile application for people to form a healthy eating habit. - UX and UI design for Zingy App targeting the users with a wish to “slim down” empowered by gradually growing food nutrients database - Apply different research methods to ethnographic research, lead expert interviews and design sprint workshop to identify design proposal and product proposition with the client Zingy App is an evidence-based nutrition mobile application for people to form a healthy eating habit. - UX and UI design for Zingy App targeting the users with a wish to “slim down” empowered by gradually growing food nutrients database - Apply different research methods to ethnographic research, lead expert interviews and design sprint workshop to identify design proposal and product proposition with the client



Individual practice

• Freelance Product Designer

  • Sep 2009 - Mar 2013

  Worked internationally in Hong Kong, China and United Kingdom as a freelance industrial designer, working with companies such as Whirlpool, Bayer Material and Ford. Worked internationally in Hong Kong, China and United Kingdom as a freelance industrial designer, working with companies such as Whirlpool, Bayer Material and Ford.