Hi I’m Faye, a product designer at JP Morgan Chase. I’m passionate about problem-solving, and enjoy creating user-centric, delightful, and human experiences.

Previously at Samsung Electronics America.

 

About me

I am a product design leader of equal parts strategy, product and service innovation, interaction design, and communication design. I research, ideate, design, prototype, and I am passionate about problem-solving. When designing a product or service experience, I always think about the emotions, and cognitive processes that make up the experience. ““An experience” is multi-dimensional, it doesn’t happen on a screen, it happens in the mind.

With over a decade of experience leading design projects and mentoring designers, I am passionate about collaborating with companies to build stronger brands, create meaningful product and service experiences, and enhance people’s lives through design. I thrive in navigating ambiguity, balancing quality, speed, and experimentation. Always eager to learn, I embrace new challenges and tackle a wide range of problems as they arise.

In my ex-lives, I helped crafting brand and packaging design experiences for many consumer brands; reimagined spacial experiences and way-finding systems; redesigned B2B e-commerce site experience for Samsung’s corporate marketing team. Currently, I’m leading the design effort for Chase’s Loyalty Servicing Platform, uplifting service experience for 50K phone specialists and branch specialists.

 

Philosophy

I always involve users early and often, actively listen and understand users’ needs and pain points, at the same time set requirements that align users' goals with business goals.

  • Being more proactive rather than reactive. I don’t just sit there and wait for answers to come to me. Being proactive at the start of a project is key, where there is a lot of ambiguity or a false sense of consensus.

  • Understand the specific skills of others and leverage when necessary. Not everyone is a carbon copy of skillsets and experience, I try to get to know people that I work with so I can better collaborate with them, tap into those exceptional complementary skills in others during the design process.

  • Establish empathy together as a team. Understand users together as a team. Doing so eventually weaves benefit into the product at every level.

  • Collectively define and agree on problems. Take time to understand and clearly define users and business problems. Everyone on the team should have a voice and share his/her perspective openly. Work together to truly understand and align on problems.

  • Have logical reasons behind every design decision and articulate clearly. Design can be a subjective and creative art form, but it’s also very logical and scientific. I try to make data-informed design decisions, and I believe that every UI element should serve a specific purpose and should earn its place. Data can tell me a lot about user behavior: the preferences of the users I serve, what they like/dislike, how they interact with digital products, and what devices they use.

  • Fail early and fail cheaply. Spend the minimum amount of time to create the closest to the real thing, then work with users to collect feedback on the idea. By iterating on solutions frequently, we reduce wastage, so that we do not work blindly on things that are not used in the final product.

  • Work closely with developers. Keep open communication and work closely with developers from start to finish, making developers understand that every little feature created will make or break the overall product experience. Getting engineers involved in the design process early on so developers feel included in the early ideation phase, not just downstream.

  • Constantly iterate and improve. I don’t get too attached to the final design, because there is always room for improvement. Pay attention to metrics that help measure the success of each product, analyze and identify new areas for improvement work.

When giving feedback I try to provide feedback using the “Love Sandwich Method”. I would begin with a positive, constructive comment on something that works well in the design that is being critiqued. Then I get to the meat part, which is constructive criticism, what areas could be improved. Last, I will end with another piece of a positive acknowledgment. If I’m providing feedback in written form, I would try to organize my feedback and prioritize the feedback base on the level of effort. In terms of receiving feedback, I always welcome and willing to hear people’s opinions. Whether it’s about my work, my work style, my work quality. I love honesty and brutal truth, communicate in a straightforward manner and I won’t take it personally.

Feedback

Applications

  • Sketch (design & prototyping)

  • Zeplin (delivering & hand off)

  • Jira (project management)

  • After Effects (Motion Graphic Design)

  • Illustration (Creating Visual Asset)

  • Photoshop (Photo/Image Editing)

  • InDesign (Book Layout & Typography)

  • Premiere (Video Editing)

  • Powerpoint / Keynote (Presentation Design)

Skill Sets

  • UX Strategy & Ideation

  • User Research & Testing

  • Information Architecture

  • Wireframing

  • Prototyping

  • Visual Communication

  • Collaborative Team Player

  • Fast Learner w/ Curiosity

  • Good Listener, Empathize w/ Users

 

After Hours

I'm a swim champion who won my first gold medal at the age of six and have continued swimming as a lifelong sport—it keeps me grounded and healthy. I also have a passion for travel and love diving into new experiences, both literally and figuratively. Although I'm naturally introverted, I'm always open to growth and eager to learn new things.

Upcoming adventure: Trip to Norway
Currently reading: The Gifts of Imperfection
Currently learning: Smart animate in Figma