Facilitating Customer-Centered Innovation for Sustainable Growth

Led CX at B2B payment scaleup Paybyrd, integrated with the team to drive customer-informed product & service design. Implemented a collaborative product roadmap, managed customer journeys, and built a design system for a consistent, user-friendly service experience.

Facilitated a pharmaceutical company in transitioning from product-based to service-driven business. Supported the establishment of a business transformation department by designing and delivering an online corporate innovation program, leading to the development of three new business initiatives.

Supported an anime art community platform in expanding its user base and engagement in the U.S. market. Conducted qualitative and quantitative research on local users, then synthesized insights to design and facilitate workshops to define product and marketing strategies.

Supported a Japanese automobile company in establishing a future brand experience vision to retain loyal customers as products evolve. Conducted customer interviews and ethnographic research to identify the brand's core essence, ensuring long-term loyalty even as the brand transforms.

Assisted an insurance innovation lab in modernizing its conservative systems and culture. As part of the initiative, transformed a complex, outdated insurance quote web application into a fun, user-friendly mobile experience to facilitate service innovation.

Proposed a new product design for an electronics manufacturing company's content hub, ensuring a seamless platform experience while enabling effective customer insight gathering.

Contributed to Digital Society School in exploring Ed-tech solutions for teachers in vulnerable communities during the pandemic. Conducted digital ethnographic research and interviews to identify key challenges, designed a systematic solution integrating a mobile app and local community support. Secured a potential partnership with a local teachers' association to enhance impact.

Empowered innovation departments in international NGOs by co-designing a membership service for NGO innovation directors. Focused on monthly interactive work sessions to address unique challenges for scaling innovation. Conducted research, created reports, and helped shape the service to foster collaboration and overcome isolation.

Collaborated with Fukuoka City, Japan in expanding its startup ecosystem through an acceleration program. Led workshops for 200 entrepreneurs, facilitated networking and pitch events in Silicon Valley, and provided ad-hoc mentoring.