Google Pay - App Platform PayCore

Lead Designer | Q4 2021 – Today

Representing the fundamental building blocks that make up the end-to-end payments journey, I gather learnings from different region where GPay operates and improve on the baseline platform experience.

Google Pay - India Risk Framework

Lead Designer | Q4 2020 – Today

Google Pay users are becoming target for social engineering attacks. I led the design solution to reduce fraud attack, introduce holistic patterns that is adopted product wide.

• Introduced a wholistic Risk Level strategy 📝 that solves high complexity problems with a principled approach, reducing the number of P2P transaction to scammers. One solution featured in Google for India 2022.

• Collaborate with Trust and Safety team to learn more on current fraud problems, and contribute to the submission of a whitepaper publication.

Google Pay - India Support Framework

Lead Designer | Q4 2020 – Q4 2022

With each support call costing a lot, contact rate of GPay3 India sits on the high side. It causes GPay to spend a lot every year to staff support agents to process user calls daily. We need to lower contact rate whilst providing high user satisfaction during stressful situations. I have been leading the end to end support strategy and design for this area.

• Develop and scaled 2020 support strategies 📝 that standardises and expedite implementation with a defined framework to introduce more solutions. Solutions achieved 40% reduction on contact calls.

GPay 3 - Singapore Launch

Lead Designer | Q4 2019 – Q3 2020

Architecting a banking system, and building for markets beyond India. In addition to leading and overseeing execution of GPay3.0 launch, I also led UXD for Payflow, Transaction details, FOP, All transactions, and Settings features.

• Initiated and drove UX across streams under 4 months, running multiple back to back sprints, while also proposing new process to influence UX strategy 📝.

GPay 3 - App consistency and unified Sticker Sheet

Lead Designer | Q1 2019 – Q4 2019

Merging India app with the US App, it was time to relook into app consistency across platform experiences

• Maintain momentum for ENG in both US and SIN to ensure foundation are aligned 📝 and adopted.

• Horizontal team alignment by influencing platform team in US, to adopt and accommodate the long term vision for a unified payment pattern 📝.

• Introduced Figma to the team for easier working collaboration between teams, and led base structure of app sticker sheet that adopts GM2 patterns.

SK Planet

Head, User Experience (SEA) | Jan 2015 – Aug 2016

Got involved in more team management using JIRA, confluence, agile development. Worked on the product, Pickat, and conducted usability studies as well as facilitated a design sprint workshop (adopted from Google Ventures).

I focus on product development, creating narratives and detailing the product features to meet business goals and user needs. Product directions were usually refined in the face of data and other findings and validated through usability tests.

Also picked up multiple tools such as Pixate to create working prototype with interactions to path the long-term vision of the product.

User Experience Designer | Apr 2014 – Dec 2014

Produced design artifacts including wireframes, hi-fi designs, style guides and pattern libraries for implementation. Collaborate closely with engineers through sprints, and ensure both Android and iOS product defines the same experience for users.

Supported the marketing team with social media and print collaterals of delicious food visuals that made me always hungry during my time here.

Aleph Labs

Interactive Designer | 2012 – 2014

This is where I started sketching hi fidelity wireframes and render them into detailed flows focusing on the overall user experience. I produced pitches for multiple clients at a high rate I dreamt of presenting them in my sleep. Worked very closely with the development team to ensure proper UI implementation, as well as harassing them with my interaction blog so as to create a better user experience.

Notable Projects:

• • DBS PayLah! consumer app

  • OCBC Pay Anyone consumer app

  • Standard Chartered Bank Benchmark internal staff app

  • Standard Chartered Bank Sales App internal staff app

  • Standard Chartered Bank Right Start internal website

Visibility Design Pte Ltd

Project Designer | 2007 – 2009

Picked up doing everything relating to Above the Line advertising. I was responsible with overseeing design to production, as well as setting up the events and materials when the city sleeps. If you head out to Changi Airport Terminal 3 and noticed those fancy big art exhibits, no it's not done by me. However, the signage that sits right beside is designed by me. Till this day, my mom still believes the art installation was part of my work.

Notable Projects:

• • Civil Aviation Authority of Singapore (CAAS): T3 Artwork Signage

  • One Rochester Park: Valentine's Day Event 2008

The Hong Kong Polytechnic University

BA (Hons) in Design, First Class Honours | 2009 – 2012

Ended up in Hong Kong alone for 3 years not knowing what to expect. It's pretty similar to my previous education in Temasek Polytechnic, but the experience improved my fundamentals of design tenfold. My coding language flourished with basic knowledge of AS1 and AS2, and I picked up AS3 only to find out in the year 2015, Google killed Flash. Some of the things I learned here are still relevant - you can't go wrong with general design concepts such as composition, readability, and how making it look cool doesn't mean it works.

Who would think the art of cramming for History of Design paper would be put to good use. Still able to name drop key design movements such as Art Deco and Art Nouveau when visiting galleries or exhibitions.

Awards:

• Nominated for Valedictorian to represent School of Design

• Outstanding Student Award 2011/2012

• Prof. Chow Heung-wing Stephen Scholarship, 2010 ~ 2011

• HKPU Non-Local Student Scholarship (Academic), 2009 ~ 2012

Temasek Polytechnic

Diploma with Merit, Visual Communication | 2004 – 2007

This is where I turned to be a jack of all trades and master of none. Picked up a variety of skills to do everything for almost every project. From print design, corporate identity, exhibition design, coding, video making, copywriting, photography, typography... pretty much everything you would think a young adult would do to find her true calling.

Awards:

• • Ace: Daytons Advertising (International) Silver Medal, 2007

  • Director's List for outstanding performance, 2004 ~ 2007