Delivering Research that Drives Innovation

Experienced in qualitative research to uncover hidden nuances in human behaviour, paired with quantitative data for well-rounded insights that guide impactful design.

Understand fulfilment journey

A diary study on the post-purchase journey of wholesale e-commerce customers

Enhancing checkout service efficiency

A contextual inquiry to understand as-is process and effectiveness of checkout service implementation

A field study and in-depth interview that helps shape personas and insights

Getting to know GoDroid users

New Home Owner Platform Innovation

A discovery project with a lean testing approach focused on concept testing for idea iteration.

Evaluating usability of business baking

A usability test that helped define improvement opportunity of a business banking app

An unmoderated usability test for app homepage improvement concepts

Optimising app homepage content

Crafting A Holistic Experience Design

Leading end-to-end product and service design—from user insights and strategy to digital UI and service delivery.

Order tracking experience redesign

Improving visibility of order status and streamlining service for refund and return tracking for customers

Order management platform design

Helping employees achieve effective fulfilment and customer service

Decluttering the process for sustainability

I believe efficiency is key to sustainable work, so I invest upfront in creating processes that ensure future tasks run smoothly and quickly.

Here are a few initiatives I’ve introduced to my teams and organisations.

Streamlining Research Operations

Research participant database, insight repository and flexible recruitment approaches. Read Medium article.

No more resource shortage for a big research project, when you get everyone involved! Read Medium article.

Building an Agile Research Squad