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CORE SKILLS

Strategy and Leadership

Facilitation

Design Research

Co-Creation

Prototyping and Validation

STRATEGY AND LEADERSHIP

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  • Open spaces: Co-creator of the Grab Product prioritisation process and ensuring customer insights are a primary input  into organisations OKRs and roadmap development and successfully built-in Human centered design steps into the Grab Product and service development process.

  • Team mentoring and coaching

    • Created learning and development program on human centered design with a focus on service design to ensure better working relationships between Grab technology and operations arms. ​

    • Coached the Grab design team on how to run effective usability and concept tests as well as workshop facilitation and creation of actionable insights to influence decision making. 

  • Developed the career ladder and growth opportunities for the Design strategy and Research team. ​

  • Successful created an immersion program to immerse Grab Tech org that was based across Singapore,  China, India and USA with customers in SEA to build empathy.

  • Co-founder of nbn innovation. A start-up capability created to ideate and trial wicked ideas.  In one year the nbn innovation broke even with the new product and services it launched into market.

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FACILITATION

My workshop facilitation experience range from vision workshops, Value proposition, design sprints, ideation, validation in both product design and service design context. ​

  • Facilitation of design sprints for GrabFood service resulting in validated solutions that were launched into Market. 
  • Facilitation of vision workshops for Grab maps, Grab Food 2.0 moonshot. 
  • Co-created and facilitated Customer value proposition creation for Grab products and services such as Grab offers, Grab cross-sell and Grab Mart. 
  • Pioneered the development of 'experience jams' for nbn. A customer centric scenario led approach for assessing the health of products before launch. 
  • Facilitation of activities across the  human centred design methodology framing,  co-design, role play and service blue printing  for varying initiatives such as  Passenger emergency response service for Gran, Grab&Go, Grab rental service, nbn satellite product and STC regular giving offerings. 
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DESIGN RESEARCH

  • Experienced in conducting research  with customers, driver partners, merchants, enterprise customers,  people with disabilities, Australian indigenous communities and in multiple countries Australia, Singapore, Indonesia, Malaysia

  • Led end to end research efforts: scoping, planning, research logistics, execution, synthesis and communication 

  • Well versed in multiple research techniques such as Contextual inquiry, Interviews, Diary studies, Fly on the wall, sacrificial concepts 

  • Have experienced creating multiple research artefact such as Personae, journey maps, service blue prints 

  • Successfully communicated research insights to drive action using techniques such as  triangulation of  insights, align insights to business metrics, involving stakeholders through out the research process and taking key opportunities to co-creation â€‹

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Co-Creation 

  • Experienced in multiple co-create techniques such as 

    • Crazy 8s

    • Creative matrix

    • Worst idea

    • Break the rules

    • Voting

    • Effort/value mapping​

  • Co-creation has led to successfully moving solutions based on customer insights into business roadmaps​

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PROTOTYPING AND VALIDATION

Experienced in creating and validating  both product and service solutions​ using techniques such as:

  • Role play

  • Storyboards

  • Service blueprints

  • Experience prototypes

  • Usability testing

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