From Personal Frustration to Evidence-Based Design
Reflection
What started as a personal pain point became a valuable lesson in how trust is cultivated across a service journey. Throughout the process, I practiced "zoom-in, zoom-out" thinking—balancing the big picture with fine details to uncover the emotional drivers behind user behavior.
This project reaffirmed that my role as a designer is to find the right problem first, ensuring that every touchpoint is intentional, justified, and deeply rooted in the user’s reality.
Engaging with real users reminded me why we design. I discovered insights I could never have assumed on my own. It was a powerful reminder to always lead with evidence rather than ego.
A validated design proposal that prioritizes user evidence and systemic transparency over assumptions.
The Outcome
Application of a holistic design approach integrating ecosystem analysis, academic literature reviews, and user-centered research to drive evidence-based solutions.
The Approach
(01)
Ecosystem & Stakeholders
Analyzed the product ecosystem by mapping stakeholders and creating As-Is Blueprints to identify service gaps and technical constraints.
User Research
(03)
Gained deep user insights through qualitative interviews and user testing, ensuring the solution addresses real-world pain points.
Academic Side
(02)
Conducted literature reviews to ground the project in academic insights and pedagogical principles.
Design & Iteration
(04)
Developed comprehensive Personas, User Journeys, and flows, leading to high-fidelity prototypes refined through continuous iteration.
Tackling information asymmetry and lack of transparency in the rental housing market.
The Challenge
Trust Lease
Redesigning the rental ecosystem to bridge the trust gap through research-driven strategy.
My Role
Lead Researcher & Designer
Project
MSc in UX and Service Design (Present)