7+ years in product design and user research. Empathetic collaborator who’s built relationships successfully with Product, Engineering, Marketing, Customer Service and Business Development. Highly adaptable and comfortable working at strategic, tactical and execution levels. Achieved success launching products to solve problems in eCommerce, public service, financial advisory and rewards and loyalty spaces.
Product Design & Delivery
Led design strategy and execution of MoneySmart’s SmartRewards incentive program, launched in July ‘23. Contributed to substantial uplift in conversions for our banking providers post-launch.
Led design strategy and execution of Product Recommendations & User Profiling, launched in Feb ‘23. More than 25% of customers have engaged with recommendations and answered profiling questions, leading to significant uplift in monthly revenue since launch due to cross-sell of financial products.
Built rapport and collaborated closely with Senior Leaders, Product Managers, Tech Leads, Software Engineers, Performance Marketing, Visual Designers, Operations and Commercial teams.
Design Management
Coached and mentored 4 product designers in end-to-end design strategy, execution, stakeholder alignment and management. Mediated conflict resolution between designers and stakeholders. Managed and advised on each designer’s career progress.
In collaboration with scrum master, product and tech counterparts, designed and defined the work processes between all three teams to ensure efficient work delivery and good team health.
Management of product design team health through 1-on-1s, weekly syncs and monthly retrospectives.
Research
Led cross-departmental effort between Marketing, Customer Service and Design to gather voluntary customer feedback through in-context surveys at various touchpoint of a customer’s journey with MoneySmart. Results are then used to justify improvements to our digital experiences alongside that align with business initiatives.
Designed, defined and implemented research operations within the product design team to ensure smooth conduct of user research activities and delivery of research insights to relevant internal teams.
Design System
Led cross-departmental efforts in maintaining, optimizing and contribution to internal Design System of UI components. Coordinated front-end engineering and UI design efforts to ensure DS provides efficiency to high-fidelity UI design delivery and handoff.
Ensure that Figma component libraries are always synchronized with design tokens in code, and components are always updated upon need product launches.
Service Designer, GovTech (Ministry of Manpower)
November 2019 - August 2022
Part of the Scrum team that launched a major digital service for medical professional to transmit patient information to MOM, in Dec 2021
Led end-to-end research, design and handoff efforts for multiple products
Ran multiple research studies from planning and scoping all the way to delivery and presentation of customer insights and UX recommendations to senior MOM stakeholders
Business process re-enginering work, leading to creation of business process maps and customer journey maps
Identified product and usability issues, and collaboratively solution for them with Scrum team through facilitation of ideation workshops
Collaborated with software and quality engineers and product owners as Scrum teams to deliver products within product roadmap timelines
Set up ResearchOps, DesignOps and Design Systems to scale UX work
Implemented analytics to gather quantitative user behaviour data post-launch
Managed and advised junior designers on project and stakeholder management
UI and user flow design for FWMOMCare app within days to aid in the fight against Covid-19 in the foreign workers dormitories
Lent a helping hand to the TraceTogether team at the start of the Covid-19 pandemic to expedite design work on its mobile apps
Senior UX Designer, EdgeProp Singapore
February 2019 - November 2019
Led end-to-end product strategy and design to develop co-living product from the ground up, collaborating with product, engineering and business teammates
Led the re-design of property inspection and analytics tool for Property Agents
Managed workload and career growth of junior designers
UX Consultant, VMLY&R
September 2018 - January 2019
Content Audit and Strategy content for clients in English and Japanese
Information architecture recommendations and best practices work
Participation in collaborative work with Accounts Executives, UI designers and Art Directors
Product Designer, Chope
February 2017 - August 2018
Led interaction and UI design for entire B2C vertical
Spearheaded year-long end-to-end research and design effort for B2C app redesign, released in Dec ’17 to 5 countries
Planned, conducted and secured buy-in for research efforts for eCommerce experience in Jakarta and Singapore
Part of Scrum team that launched iOS/Android eCommerce experience in 3 months
Involved in close remote collaboration with engineering teammates in Beijing, with Mandarin as working language
Implemented analytics to perform A/B tests and gather quantitative user data
Professional Training
- Nielsen Norman Group, UX Certified (1035010), completed the following courses:
Analytics and User Experience
Assessing UX Designs Using Proven Principles
Design Tradeoffs and UX Decision Frameworks
Designing Complex Apps for Specialized Domains
DesignOps: Scaling UX Design and User Research
Discoveries: Building the Right Thing
Effective Ideation Techniques for UX Design
Facilitating UX Workshops
Measuring UX and ROI
The Human Mind and Usability
Usability Testing
User Interviews
User Research Methods: From Strategy to Requirements to Design
- Certified ScrumMaster® (CSM®) from Scrum Alliance (ID: 1259051)
Completed a 5-day online instructor-led training by The Seattle Scrum Company. Certification expires August 2022.
- Architecting on AWS (Amazon Web Services)
Completed 3-day online instructor-led training with working knowledge of Amazon Web Services as of January 2021.
Portfolio
Portfolio is available for viewing here. Please use the password provided or request for it through here.
It is NOT recommended to view my portfolio on mobile devices as it contains many live, embedded presentation files which may cause performance issues on them.
Design Community
I believe in giving back to the community that nurtured me, in the following ways:
Mentoring on ADPList - I have spoken to more than 30 unique individuals seeking advice such as portfolio reviews, career guidance and general mentoring.
Teaching at General Assembly - This is also where I completed a UX bootcamp in 2016 to transit into product design. I want to ensure that new graduates are well-equipped by filling in the gaps in UX curriculum personally.
Sketch & Design Meetup
As my bit for the design community here, I organise the official Sketch & Design Meetup here in sunny Singapore. With support from Bohemian Coding, I bring Designers and Engineers together to help foster better working relationships and understanding of each other's role in product development.
Education
General Assembly, Singapore
User Experience Design Immersive
August - November 2016
Nanyang Technological University
Bachelor of Fine Arts (Photography & Digital Imaging)
August 2009 - November 2013
Singapore Polytechnic
Diploma in Multimedia Technology
July 2003 - March 2006
Contact
julesactually@gmail.com
+65 9825 0989