Digital, Data and Technology, RBK & LBS shared service, London, UK. Sep. 2023 - present

• Led a mixed-method, cross-council research that produced a strategic insight on data-driven digital decisions, escalating from a single-service brief to council-wide standards work in customer services.

• Led cross-channel analysis to identify unmet user needs and service gaps, shaping digital prioritisation and investment across Planning and Building Control services.

• Optimised Contact Centre call menu ahead of GenAI voicebot rollout, working with a Business Analyst to combine call data with user research. Reduced general enquiry calls by 10% and improved routing accuracy to the services by 29% within 7 weeks.

• Led research strategy and delivery for a large-scale kingston.gov.uk redevelopment, working with content and service designers to enable data-driven prioritisation, improve information architecture, and increase task success from 43% to 70%.

• Led Adult Social Care(ASC) on the transition from children’s to adult service, improving accessibility and clarity of information for vulnerable users and shifting from content expansion to more engaging, user-centred solutions.

• Plan and deliver inclusive research with users who have diverse access needs, shaping content and design improvements.

Trint, London, UK. Oct.2022 - Apr.2023

• Defined research goals and conducted projects with stakeholders across multiple teams (Core products - web and mobile app, Expansion).

• Managed research operations, including advising product designers, maintaining the research repository, and producing actionable reports.

• Facilitated workshops to prioritise product development and led efforts in developing comprehensive strategies and roadmaps.

• Conducted qualitative research and utilised quantitative data via Mixpanel to identify user problems, segment the user base, and define user archetypes.

• Effectively communicated research findings across diverse teams, showcasing strong communication skills.

• Performed ISO27001 documentation assessments as a Service Owner.

Arc Dev, California, USA. April-July. 2022

• Conducted research with users in Taiwan, Europe, and the Americas.

• Managed end-to-end research process, from planning to insight analysis, and delivered written reports to project stakeholders.

• Analysed user behaviours using Fullstory and generated hypotheses for further research.

• Provided actionable insights through user interviews, surveys, concept testing, and ideation workshops.

Moment Pet Wellness, Taipei, Taiwan. Dec. 2020 - Feb. 2022

• Managed research operations and conducted user research, both on-site and remotely, for the first pet tele-health product in Taiwan, developed from scratch.
  Organised and facilitated events in London to connect with pet owners from abroad.

PEBBO eXperience Design, Taipei, Taiwan. Nov. 2019 - Dec. 2020

• Conducted user research for a design agency specialising in working with organisations for social and environmental good.

• Developed concepts for validation testing based on problem analysis.

• Defined user needs and pain points to deliver research findings aligned with the agency's mission.

• Managed and hosted four networking events, fostering connections within the impact-driven community.

Vision Union, Taipei, Taiwan. Apr.-Sep. 2019

Taoyuan Land Art Festivel (Sub-exhibition area), Taoyuan city, 2019

• Researched the local history, communicated with community chiefs, school, local organisations, and developed the storylines for the exhibition.

• Conducted over 20 community co-creating workshops with over 100 residents and 8 artists, and planned over 8 educational workshops.

Children friendly playground project planning, Taipei city, 2019

• Analysed playground challenges, and planned 5 inclusive family events.