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.
Author: Shauna
I am a curious designer, thinker, and doer who’s passionate about sustainability. I'm currently working at the intersection of business and academia.
Previously, I was service design lead at Deloitte Digital focused on human centered innovation, and service and proposition design.
I’ve provided consulting services for Fortune 100/500 companies, startups, and nonprofits in Western Europe, the U.S., and South East Asia. I’m an advocate for user-centered, participatory, and inclusive design approaches.
I have a PhD in Sustainable Design & Innovation from TU Deft and degrees in mechanical engineering and architecture from MIT.
CASE | Growing musicality in children
Soundler is a research driven project into the unmet needs around music for teachers and children. We built and tested Soundler, a prototype that delivers bite-sized learning exercises.
BLOG | Managing visibility in a digital world
Digital platforms have enabled us to work increasingly remotely, distributed, and asynchronously. As a result, the content of our communication is becoming more visible and persistent. What does our digital activity “say” about us, in the moment and accumulated over time?
BLOG | How can chatbots improve the onboarding process of new hires?
Even without the new context imposed by COVID-19, hiring and onboarding processes are already exciting and stressful processes for new employees, with many highs and lows. A good or bad employee experience increasingly affects the “brand” of organizations…
BLOG | The Future of Work, after COVID-19
The whole world is currently engaged in a social experiment to reorganize around the COVID-19 pandemic. Organizations are adapting quickly to the new normal, and they are seeing their workforce pivoting to work productively from home. I interview Professor Marleen Huysman on how COVID will change how we work.
CASE | Developing new propositions for nurses
In an open innovation project on the Future of Healthcare, I led a multi-disciplinary team of designers, innovators, and strategists to develop 5 propositions in 5 weeks to support nurses at work and beyond.
BLOG | Trello x User interviews: Analyzing, synthesizing and sharing results
Trello is useful for just about everything from analyzing interviews, to developing journey maps or service blueprints, to organizing todo lists. Here’s a workflow that I’ve found works well for analyzing and synthesizing user research.
BLOG | Eatsa — The future of service is here, in fast food form
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.
BLOG | Customer journeys: Under promise, then over deliver
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!
BLOG | UX and Startups
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.
And & Design // Shauna Jin 