Me on my favourite walking path in beautiful North London 🌲🍁
I'm a Chinese 🇨🇳 born Canadian 🇨🇦 user experience and service designer currently working in London, UK 🇬🇧. For over 12 years, I’ve been leading research and user-centred design projects across various sectors, including public, third, and retail domains. I believe in designing for people rather than systems and am an advocate for Equality Diversity and Inclusion (ED&I).
My strength lies in effectively communicating with customers, translating complex ideas into understandable language. With a keen eye for detail and a passion for research, I delve deep into user needs to ensure that solutions are both user-centric and effective. I also have a visual design background which allows me to effectively turn ideas into reality through prototyping and validation via research.
My positive can-do attitude, coupled with strong leadership skills, shines through as I lead projects and cultivate strong client relationships, earning trust and delivering impactful outcomes.
<aside> 💡 I'm currently a Principal UX Consultant & Service Designer at CXPartners, a user experience research and design consultancy that helps some of the world’s biggest companies focus on their customers, design better services, build effective teams, and transform their businesses.
</aside>
If I were to describe my role, it’d be something similar to that of a ‘full-stack’ experience designer. This means I have the skill set needed to support organisations and delivery teams all the way from strategy, research, design, to supporting with implementation. I show organisations what’s possible by embedding User Centred design into default ways of working. I show by doing and lead by listening, being honest, willing to be vulnerable, while embracing complexities and challenges along the way.
I have been leading research and user-centred design work for clients across retail, financial, and public sectors. Range of work include:
Designing a new centralised digital service to improve roadworks for the Department for Transport,
Leading discovery research with NHS England to better support people with severe mental illness,
Designing a bespoke live chat service to support women experiencing domestic abuse for Women’s Aid,
Designing a retail shopping app to help customers to easily order meals for Wiltshire Farm Foods. (view in app store)
At the moment, I’m supporting Sport England with their organisation transformation to be more service and outcome led so they can be better positioned to achieve their ambitious 5 year vision in tackling inequalities with sport and movement.
In 2021 at SDinGov, I gave a talk for fellow practitioners to gain more confidence when tackling research projects around sensitive topics such as domestic abuse and mental illnesses. As part of this, I’ve created a checklist (published on the CXPartners website) to better support researchers who work in the space.
Recording of the talk I gave with my colleague Amy Bracewell on: Research sensitive topics with people in vulnerable situations
The 45min talk covers the following:
