More Selected Works
A curated selection of product initiatives demonstrating my ability to adapt strategic UX principles and problem-solving skills across diverse complex sectors.
Health Management APP (Insurance+Health)
Tag
Health & Wellness | Behavioural Design | Product Strategy | User Retention
Role
Product Manager & UX Designer
Context
To increase daily active usage (DAU) and expand the target demographic, the business initiated a strategic pivot towards a high-frequency health management platform. The core challenge was architecting an experience that seamlessly merged preventive health tracking with the company’s broader commercial goals, without causing cognitive friction for the user.
Approach
Navigating competing stakeholder visions, I took ownership of translating the strategic business pivot into a clear, tangible product structure and user flow.
Defining the "Health Index" (Behavioural Strategy): To naturally encourage retention, I helped structure the UX around a proprietary "Health Index." This system incentivised positive daily habits—such as hydration, step tracking, and heart rate monitoring—by linking them to tangible commercial rewards, establishing a strong behavioural hook.
Architecting Complex Inputs: I mapped out the information architecture to handle diverse data streams seamlessly. I designed the UX logic to cleanly integrate automated syncing (e.g., Apple Health), interactive hardware tools (optical heart rate scanning), and manual entry, reducing user friction while gathering critical health metrics.
Progressive Disclosure: To prevent users from feeling overwhelmed by medical data, I directed the design team to keep the core dashboard modular and scannable. Detailed analytics (like 7-day trends and historical tracking) were layered deeper into the flow, allowing users to engage at their preferred level of depth.
Impact
Successfully translated the strategic vision into a tangible product architecture, delivering a cohesive health platform that integrated cross-departmental technologies and provided the business with a highly presentable narrative to support ongoing funding objectives.
Digital Claims Ecosystem
Service Design | B2B2C Workflows | Insurtech | System Architecture
Role
Product Manager & UX strategist
Context
The business relied on a heavily manual, 20-day offline claims process. As the sole product manager, my objective was to architect a 0-to-1 digital ecosystem connecting policyholders, actuaries, internal claims specialists, and external TPAs (Third-Party Administrators)
Approach
Cross-Functional Blueprinting: Collaborated deeply with actuaries, system architects, and TPAs to map offline operations into a robust digital state machine. I defined the backend logic for claim assessments, data exchange protocols, and financial payouts.
Frictionless User Portal: Directed the UX logic for a guided submission and tracking interface. By allowing users to easily upload medical evidence and view live status updates, the design directly addressed user anxiety during high-stress claims.
B2B Operational Workspaces: Architected high-contrast, data-centric internal dashboards. I structured complex audit timelines and settlement data into scannable interfaces for both claims adjudication and financial disbursement.
Impact
Successfully launched the 0-to-1 platform (processing 10,000+ claims), drastically reducing the average claim processing time from 20 days to just 3 days, and decreasing claim-related customer support queries by 70%.
Instant Refund Ledger
Tag
Financial UX | E-Wallet | Conversion Strategy
Role
Product Manager & UX Strategist
Context
Users needing to amend incorrect policy details faced a 3-7 day bank refund delay, causing high drop-off rates during the repurchase phase. Simultaneously, marketing required a tangible "cash reward" system to build trust and drive engagement without distributing withdrawable funds.
Approach
Strategic Friction Removal: Introduced a proprietary "Account Balance" system to facilitate instant platform refunds, leveraging the psychology of immediate resolution to rebuild user trust and secure the repurchase.
Complex Logic Resolution: Architected the underlying financial UX logic to strictly segregate funds. I defined the system rules to separate withdrawable 'real cash' (from user refunds) from non-withdrawable 'marketing credits' (strictly for premium deductions) to prevent company financial leakage.
End-to-End Design Direction: Defined the complete user journey and mapped out the wireframes—covering the personal dashboard, withdrawal requests, and security verifications—overseeing visual designers to ensure the final UI clearly communicated complex backend operations.
Impact
Eliminated the 3-7 day refund delay, driving an estimated 10% increase in immediate repurchases while providing marketing with a sustainable, continuous promotional tool.
Launching a B2B Enterprise E-Invoice Portal
B2B SaaS | Enterprise Software | Web Portal | Information Architecture | Product Strategy
Role
Product Manager & UX Designer
Context
The company's existing electronic invoice service functioned purely via API interfaces, relying heavily on operations staff to manually and verbally pitch capabilities to partner branches. To scale the service to external B2B clients and reduce manual communication overhead, a professional, centralised digital storefront was required.
Approach
Information Architecture: Designed a new front-end portal to streamline external client communication, structuring technical capabilities (such as API integration, batch processing, and QR invoicing) into a clear, accessible format for decision-makers.
Operational Efficiency: Replaced verbal sales pitches with a self-serve informational hub, visualising industry-specific solutions (e.g., hospitality and retail) to reduce friction and save time for the internal operations team.
Commercial Strategy: Positioned an internal technical tool for external market capture. By establishing an enterprise-grade digital presence, the portal bridged the gap between engineering outputs and commercial viability, paving the way for broader partnerships beyond the immediate corporate group.
Impact
Successfully delivered a professional, client-facing portal that simplified complex B2B workflows for a large-scale enterprise system, establishing a scalable foundation for external client acquisition and demonstrating system reliability.
Note: The original product was designed and deployed in Simplified Chinese. The UI screens displayed above have been translated and visually updated for this portfolio to clearly illustrate the UX rationale and interaction logic without language barriers.
