EMILY
LAI
SERVICE DESIGN
Strategic system thinking
Workshop Facilitation
Facilitated internal and external workshops using human-centred design and design thinking methodologies to support problem framing, service design, roadmap definition, and design sprints. Worked with multidisciplinary stakeholders to align on user needs, clarify priorities, and drive informed decision-making. Clients include HMRC, Abbott Nutrition, and Hong Kong Science and Technology Parks (HKSTP).
P&G: Collaborative Co-Creation Workshop for Fast-Tracking Product Success
At Procter & Gamble, I led a cross-functional co-creation workshop to accelerate the development of a new feminine care product for the China market. By bringing together marketing, engineering, design, and consumers, I facilitated rapid ideation, prototyping, and user testing to validate concepts quickly. This streamlined approach significantly reduced time-to-market, contributing to a successful product launch that gained strong market share and internal recognition.
GSK Transforming user journeys to improve completion rates
At GSK, I identified and addressed a major drop-off in clinical trial sign-ups by conducting user research and analysing workflows. I discovered that forcing users to switch between platforms caused confusion and disengagement. I redesigned the journey to create a seamless, single-platform experience, resulting in a 75% increase in task completion and significantly improved user engagement.