Optimising self-service capability
Significantly improving the customer portal experience.
How taking a mobile-first approach led to higher completion rates and a huge spike in mobile phone users. Read this
Prefer using email? Hit me up at [email protected]
I'm Wai, your UX advocate based in Melbourne AU
I remedy troublesome user journeys, pinpoint usability issues and create compelling experiences that drive conversions. Chat with me
Significantly improving the customer portal experience.
How taking a mobile-first approach led to higher completion rates and a huge spike in mobile phone users. Read this
Reimagining an outdated HTML builder as a drag and drop experience.
A journey to transform a HTML builder into an intuitive drag and drop page builder that makes web page creation enjoyable and simple for all. Everyone can create stunning pages with ease. Read this
Designed for diverse audiences, improved collaboration amongst delivery teams with scalability benefits.
Achieved a 15% increase in design consistency by establishing their first ever Design System, delivering visual consistency across all digital channels as part of a large transformation project. Read this
Exploring conversational user interfaces.
This is about how I contributed to developing a strategy for implementing an AI/ML solution to solve the organisation's customer satisfaction problem. Read this
Creating engaging currency exchange interactions
On a short term tenure with a limited budget and access to users, I redesigned the key user journeys. Read this
I drive results through evidence-led design and conversion tactics.
I'm a British Born Asian, Citizen of Australia, living in Melbourne. I love tiny home videos, whisky cocktails and I've walked a marathon but I'm yet to run one.
Chat with me"I have worked with Wai on a number of projects. He is intuitive, efficient and a pleasure to work with. He has the ability to come up with innovative problem-solving solutions which contribute greatly to the successful outcome of our projects. I would not hesitate in recommending his services"
Michael Pullman · Head of Digital · Wild Frontiers
A curated selection of written work.
Inclusive and accessible to all. Consider diverse customer needs that meet with international standards.
How might you design for a 'greenfields' project that has no specific goals or a clear vision.
A designer's point of view. I built this website using the Jekyll static site generator.