Hello! I’m Shauna Jin, a big picture thinker and service designer. I use user-centered, facilitative, and co-creative tools to coordinate diverse teams to solve complex problems. I’m currently working at Sutherland Labs.
Experiments in cross-cultural, collaborative design to cross-pollinate sustainable design in the Vietnamese furniture and handicraft design industries.
When talking about services, it’s not one gimmicky moment that creates enduring loyalty. It’s the accumulation of all interactions with that particular service. This moment was woven into a well designed experience from start to finish. It was the cherry on top.
Eatsa has taken cringe worthy experiences, e.g. fast food, order kiosks, loyalty programs, and transformed fast food. Each touchpoint in the Eatsa ecosystem is seamlessly coordinated and points toward a future of service and automation, today — it’s an exciting and thought provoking proposition.
There’s a cadence and flow to customer journeys. Manage expectations, keep the customer’s psychology in mind — deliver on your brand promise, but also design for unexpected moments of delight, and make sure to end on a positive note!
UX is key to build customer empathy, to leverage appropriate growth channels, and ultimately, reach product-market fit. If startups don’t already have UX in their DNA, they might not yet value, or have the know-how incorporate a user centered approach into their core process.
Design events connected to building a design community in Vietnam.