Working for the European e-commerce Miravia, responsible for designing the fundamental UX flow for buyers.

• Led the comprehensive design of Cainiao's Help Center service modules, seamlessly integrating both assistance and resolution pathways through designing a robust product network and extensive data system to address platform-specific business challenges.

• Developed Cainiao’s Flow Orchestration Middleware, introduced automated processes, streamlined service and approval workflows to boost productivity.

• Analyzed service performance data to identify and address product inefficiencies, resulting in the development of a holistic, g11n & i18n-ready help service system for Cainiao Group.

• Spearheaded UX design for Cainiao Smart Customer Service Suite, including Chatbot interactions, Ticketing mechanisms and Auto-bots processes, serving a wide-range of enterprise user needs in logistics, financing, and HR sectors;

• Conducted enterprise user’s holistic lifecycle research and competitive analysis to identify primary & secondary pain points, constructing design strategies that heightened efficiency and user satisfaction across multinational scenarios.

• Developed design guidelines for Cainiao Chat and crafted reusable components for logistics-centered bots, creating a visual workflow tool to expedite process automation; greatly optimized operational efficiencies for all parties including customer, enterprise user and platform developers.

• Cainiao Guoguo App Consumer service satisfaction of Help Center increased by 25.1%; The Chatbot services satisfaction increased by 8%

• Lead designer of online learning platform with 100,000+ users, designed website components and internal & external dashboards

• Collaborated with product team and engineers in product development lifecycle to deliver elegant and practical solutions to design challenges in marketing and education facing projects

• Lead the whole UI/UX design process through product research and analysis, conducting user surveys and drafting user stories as well as usability testing, wireframes, high fidelity prototypes, user flows and interactive mockups

• Evaluated and improved the product based on user testing and feedback