# Yi-Chun Chen > Creating low-code, no-code building experiences for apps and data Location: Sunnyvale, California, United States Profile: https://flows.cv/yichun ## Work Experience ### Staff Product Designer @ ServiceNow Jan 2024 – Present | Santa Clara, California, United States • Developed the strategic vision for the generative AI builder for Service Catalog, a critical feature with millions of monthly item creations. Collaborated with product leaders and a senior designer to craft a compelling presentation, successfully allocating engineering resources from senior leadership. • Designed key user experiences for UI Builder, a low-code enterprise app-building platform, to accelerate time-to-market for custom ServiceNow apps. Projects included configuration presets, guided page creation flows, and responsive layout features, enhancing user efficiency and a streamlined app creation experience in multi-tenant environments. • Identified design opportunities to align conflicting taxonomies across key user touchpoints through comprehensive audits and 10+ interviews with cross-functional experts. Presented findings and a user journey map to design leadership, resulting in their escalation for faster cross-team alignment. • Led the creation and ongoing maintenance of a UI component and design pattern library for UI Builder in collaboration with the staff visual designer, improving design consistency and efficiency. Coordinated a team of seven designers to contribute reusable assets. • Developed and delivered UI Builder training to 60+ internal designers, enabling independent design feasibility assessments and driving team efficiency and design quality. ### Senior Product Designer @ ServiceNow Jan 2022 – Jan 2024 • Led the launch of an enhanced, no-code data-binding feature, driving a 20x increase in dynamic data-binding usage during app development. • Developed UI Builder's generative AI strategies and future visions with product leaders to accelerate no-code app-building experiences. • Designed UI Builder’s latest layout system, increasing task completion rate from 20% to 100%. • Optimized the page creation flow in UI Builder, cutting average task time by 50%. • Envisioned GenAI solutions at an internal hackathon with product partners. The team was selected as one of the four finalists. ### Product Designer @ ServiceNow Jan 2020 – Jan 2022 • Strategized and designed the MVP for the form editing experience of Table Builder. Consolidated the form creation and editing workflow from 15 disparate tools into a unified product through research and rapid iterations. • Ensured the consistency of 100+ component configuration designs on UI Builder platform by creating design guidelines for internal contributor teams. ### UX Designer @ Zell Lurie Institute for Entrepreneurial Studies Jan 2019 – Jan 2020 | Ann Arbor, MI • Shipped a complete redesign of the Content Management System (CMS) for LineLeap, a YCombinator-supported nightlife marketplace startup. Transformed the system from an internal webmaster platform to a business-facing analytics dashboard and an inventory management application to expand the business. • Streamlined the pass creation workflow for the platform and reduced necessary steps by 50%. ### UX Intern @ Clinc, Inc. Jan 2019 – Jan 2019 | Ann Arbor, MI • Revamped the personas and documented common workflows for Clinc’s enterprise-facing conversational AI building platform using in-depth interviews, observations, and contextual inquiries. Revealed eight major challenges of the AI developer platform and suggested a series of actions that led to the team’s 2020 development roadmap. • Communicated key usability issues and proposed design recommendations for a versioning feature and a new script editor design of the AI platform. ### UX Research Intern @ Essential Jan 2019 – Jan 2019 | Palo Alto, CA • Conducted regular usability studies for the interface design for a handheld communication device. Evaluated the usability of the software interface on the device’s unique form factor and provided potential design solutions to improve the interaction experience. • Using an internal workshop and synthesis from desk research, determined the target user groups and compelling use cases. ### Graduate UX Researcher & Designer @ Dynamo Metrics Jan 2018 – Jan 2019 • Identified key pain points for code enforcement officers at the City of Jackson when interpreting property and neighborhood data, using ethnography, contextual inquiry, interviews and affinity analysis. • Evaluated usability of the current data visualization application and provided redesign suggestions with an interactive prototype using Figma. ### Graduate UX Researcher @ FordLabs - RetroQuest Jan 2019 – Jan 2019 • Used in-depth interviews, contextual inquiries, and a survey to identify user needs and use cases for RetroQuest, an internal productivity tool at Ford. • Conducted heuristics evaluations and usability tests. Reported 10+ usability issues and suggested redesign directions of the desktop and mobile UI. ### Volunteer UX Designer @ Hellenic Museum of Michigan Jan 2019 – Jan 2019 | Detroit, Michigan • Refreshed and rebuilt the museum’s website to increase user engagement and reduce bounce rate during the 5-day alternative spring break program. • Addressed both stakeholders’ expectations and user needs after stakeholder interviews, usability research, user interviews, and user flow evaluation. ### Data Visualization Volunteer @ A2 Data Dive Jan 2019 – Jan 2019 • Visualized violation inspections data of food service organizations in Detroit using Tableau and SPSS. • Using charts and heat maps, highlighted districts with most school violations and their correction patterns. ### Marketing & PR, Global Marketing Team @ Synology Jan 2016 – Jan 2018 | Taiwan • Led all marketing strategies in the ANZ, the Middle East, and South Africa markets, promoting hybrid cloud, data protection, virtualization, surveillance, and networking solutions to both consumer and business customers. • Managed webpage development projects for online campaigns, product launches, and user events in targeted markets, contributing to 20% growth in event registrations in Dubai and 10% growth in Australia. • Facilitated company brand image through PR strategies, contributing to 23% and 60% YoY growth in positive media coverage in Australia and New Zealand. • Designed and led multiple seminar sessions in ANZ, Dubai, and Singapore, introducing Synology’s data backup and recovery solutions to 300+ channel partners and end users. ### Mandarin Chinese Instructor @ Chinese Culture University Jan 2014 – Jan 2016 ### Graduate Research Assistant @ Institute of Teaching Chinese as a Second Language, National Taiwan Normal University Jan 2013 – Jan 2016 • Conducted various behavioral experiments in cognitive linguistics, leading to three publications. • Evaluated a self-learning web application with statistical analysis in a learning experiment. -- Journal Article Hsiao, Huichen S., Yi-Chun, Chen and Ying-Chen Wu. (2016) The Representation of Polysemy in Mandarin Verbs: Chi, Da, and Xi. Concentric: Studies in Linguistics, 42(1), 1-30. -- Conference Paper Hsiao, S. H., & Chen, Y. Effects of Metaphorical Awareness on Reading Comprehension and Vocabulary Retention. Presented at the 2015 International Annual Conference of Teaching Chinese as a Second Language in Taitung, Taiwan. (Dec 25 to Dec 27, 2015) -- Conference Poster Hsiao, S. H., & Chen, Y. The Representation of Polysemy in Mandarin Verbs: Chi, Da, and Xi. Presented at the Ninth International Conference on the Mental Lexicon in Niagara- on-the-Lake, Ontario, Canada. (Sep 30 to Oct 2, 2014) ## Education ### Master of Science in HCI / UX Research & Design in School of Information University of Michigan ### Master's degree in Teaching Chinese as a Second Language National Taiwan Normal University ### Bachelor of Arts (B.A.) in Foreign Languages and Literatures National Taiwan University ### Full scholarship exchange program Freie Universität Berlin ## Contact & Social - LinkedIn: https://linkedin.com/in/yi-chun-phoebe-chen --- Source: https://flows.cv/yichun JSON Resume: https://flows.cv/yichun/resume.json Last updated: 2026-02-23