Developed Cainiao’s Flow Orchestration Middleware, introduced automated processes, streamlined service and approval workflows to boost productivity.

Analyzed service performance data to identify and address product inefficiencies, resulting in the development of a holistic, g11n & i18n-ready help service system for Cainiao Group.

Conducted enterprise user’s holistic lifecycle research and competitive analysis to identify primary & secondary pain points, constructing design strategies that heightened efficiency and user satisfaction across multinational scenarios.

Developed design guidelines for Cainiao Chat and crafted reusable components for logistics-centered bots, creating a visual workflow tool to expedite process automation; greatly optimized operational efficiencies for all parties including customer, enterprise user and platform developers.

Cainiao Guoguo App Consumer service satisfaction of Help Center increased by 25.1%; The Chatbot services satisfaction increased by 8%

Collaborated with product team and engineers in product development lifecycle to deliver elegant and practical solutions to design challenges in marketing and education facing projects

Lead the whole UI/UX design process through product research and analysis, conducting user surveys and drafting user stories as well as usability testing, wireframes, high fidelity prototypes, user flows and interactive mockups

Evaluated and improved the product based on user testing and feedback