https://www.garysuen.com/portraiture daily 0.75 2017-10-15 https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1508050828431-SFH3DFHHRWJZU9EFH4YX/image-asset.jpeg Portraiture https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1508050828431-SFH3DFHHRWJZU9EFH4YX/image-asset.jpeg Portraiture https://static1.squarespace.com/static/59e297f38dd041af65f137df/59e306ebe5dd5b040d2a412e/59e3078b469ba05b8ab17d4d/1508050703806/ Portraiture https://www.garysuen.com/work daily 0.75 2026-01-24 https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1508440502379-DQFATO1X9Q7GNLWTQUS1/Music+App.png Work - Pandora Redesign Concept https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512035943887-R5U01WG6XH6Z4N679CYA/New+Bidder+Reg+with+New+Brand+-+Desktop+and+Mobile+Web+-+Thumbnail2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512036574256-EN2JYMA0P5EXHVTDYUIZ/New+search+and+filter+mobile+web+-+Thumbnail.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512037396093-QEJ3CV6WETHXVB7V0E4Z/New+search+and+filter+mobile+web+-+Thumbnail4.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512122289807-QD1WK69Q6PIKT5LJUHE5/Nest+-+WWWN+Marketing+2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1513009833333-5T3TB8BFV03Z9CYDSKHF/Screen+Shot+2017-12-12+at+12.29.47+AM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541586307723-62R5U07INEMZ9HIC9CJE/home_view_with_iphone_xs_frame_bg.png Work https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1465245043422-VHAQXC27X5R9B34JIFQ6/img1.jpg Work https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1461274021205-581EOYQN0IGUJ69M41SW/pickles-editorial-blue.jpg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592476392212-8Z1CIUSLBZZ0ZJ91S7MU/Get%2Bprescription%2Banimation%2B3.gif Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592476392212-8Z1CIUSLBZZ0ZJ91S7MU/Get%2Bprescription%2Banimation%2B3.gif Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/af2a2242-e462-4478-affc-13521905c221/AVA+with+macbook+frame+in+grey+background.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/10572b1c-d8f5-4c83-b2e8-32bcba8490a0/Co-app+on+iPhone+1.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511937670476-ZWGPOHSS70R6298EPQ8Y/IMG_1904.JPG Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511937858694-RIXN3RNF378GNZ6WHQ9D/IMG_6102.JPG Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511945453643-IRDIAIC5UK7ZLFORH8PE/Screen+Shot+2017-11-29+at+12.50.27+AM.png Work Old mobile web experience - Zoom In https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511946492791-ALDXHLMESG4TCTSINUAO/Screen+Shot+2017-11-29+at+1.05.39+AM.png Work Old desktop experience - Zoom In https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511946863688-QVM2S0AMV490S75ORLME/Old+Bidder+Registration+Web.png Work Everyone in the room took a closer look at the existing flow together. Then I organized and categorized findings. We realized users usually got lost after they went to their email clients to confirm their new accounts. Even if users checked on their emails and came back to Auction.com, they lost the context about the property they were viewing so they would get stuck. The second biggest issue was that users could be drained by the SUPER heavy Bidder Registration page. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511948521101-4S7DQ5Q99DY23L24ROFP/Conversion+Rate.png Work Conversion rate decreased as user tried to go through the process. It dramatically dropped on Deposit Information section on the Bidder Registration Page. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511948651980-H0WNYB4R26FWYJOUO1UV/Screen+Shot+2017-11-29+at+1.43.31+AM.png Work The old Bidder Registration page had repetitive accordions and a lot of visual clutter around. As a result, it diminished trust and prevented users from moving forward. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511952365898-BSQYNNQ6FTS5JGC1WIGX/Screen+Shot+2017-11-29+at+2.45.06+AM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511952830844-LHOWIQPLEK877TGY2DT0/Screen+Shot+2017-11-29+at+2.52.06+AM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1511953483738-YCBY9ME0GYR47U0HWO92/New+Bidder+Reg+Web+v2.png Work In the new experience, users are auto-logged in after sign-up so they can go back to the property page they are looking at immediately without getting lost. The new Bidder Registration is now a clean and straightforward page. The new design focuses on only the most essential fields (Name, email, password) while still supporting the other fields for agent info, broker info and deposit info through the checkbox. We also made the customer support (Chat) very clean yet prominent enough so our users get help effectively while completing the process. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1515193222504-JQQSN596PGH1YWHEYMDN/New+Bidder+Reg+with+New+Brand+-+Desktop+and+Mobile+Web.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1515397606202-Q3L9T5D86DIWMLSWDCEK/New+Bigger+Reg+with+New+Brand+-+Bidder+Reg+Solo.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512121867493-1FJKYX60FJ971RXIL5BE/Nest+-+WWWN+Marketing+2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512168861539-F49MR9NMD8DVUMJSPO08/WWN+Wireframe+Reviews+for+Portfolio+2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512522978740-XB878KGMKMS5M4M2O0RL/WNN+Sitemap_2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512124267132-S42LD113PKMRUS4009JI/Screen+Shot+2017-12-01+at+2.29.57+AM.png Work WWN Introduction Page from UX Spec https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512123962236-SQ386KQOL0CIA2087T7A/desktop_catalog_landing.jpg Work WWN Introduction - Hi-Fi Mockups https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512124568359-MRHFORIL74GV98AADN0N/Screen+Shot+2017-12-01+at+2.34.59+AM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512125060882-UWYM774RGKW4XK7JK387/WWN+Wireframes.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512475208440-2TA8ZDUGFRRN3GM7E247/Hi-Fi+Review+for+WWN.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512130538417-F6TQNW9VSGIINSVTR5FY/3rd+Party+Device+Details+-+Web+and+Mobile+Web.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512653070066-0KJR1678S6UDDU1UQRE8/Screen+Shot+2017-12-07+at+5.22.26+AM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512654430930-NJI6NJ26QJ3O1WY59GZ1/Nest+Cam+Purchase+Flows.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512696349607-EWULTXXHFEFHEX8SNXJC/WWN+UC2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512689027129-PLRRGDQ8D6FEXYV8NPU8/Nest+Cam+-+Use+Case+2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512700569530-W31Z5RIKIM7ULZYMWBVM/Shopping+Cart+for+Nest+Cam+and+Subscription.png Work I tested an edge cases which had 3 Nest Cams and 4 Nest Aware subscriptions at once during the design process. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512696801871-2H4BT14AOZ61OCTD6JHS/Screen+Shot+2017-12-07+at+5.28.45+PM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512697176735-Y0HICBSUBH9WWD95O8TJ/Nest+Log+In.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512696882335-OCSR284RRQRGLVSVI7EK/Screen+Shot+2017-12-07+at+5.29.59+PM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512696907166-CLBPE2QJANOML5XO2ZCI/Screen+Shot+2017-12-07+at+5.30.55+PM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512782224618-A0V198ADPX8LWG143GCZ/Screen+Shot+2017-12-08+at+5.16.25+PM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512692628531-0FMM2RXDN1CQIC47NXS5/Nest+Cam+-+Use+Case+3.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512780506083-3YFHLXQZW5IRDNIPT3S9/Screen+Shot+2017-12-08+at+4.47.08+PM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512780520367-GCCC2F85L6AH9CVKC6GJ/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512780533111-AHG83ZQLQ9QC4F7J3DOG/Screen+Shot+2017-12-08+at+4.47.50+PM.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512782108772-WGKY9LVUHN49NHNOTKAB/UC4+Workflow.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512694734380-MDOE0E3GS4I34BPJ383Y/Nest+Cam+-+Use+Case+4.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512781238901-MR6UC9IVJURMWLT2JL5S/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1512781538561-Q2MRJ9ZUDUSWQZVTHZYT/UC4+-+2.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1516070418899-EAJ8XX3GMEK8VBM2PG5Q/3+important+factors+affect+outfit+decision.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1516098795602-O1DM245RP90HGSL8BNZM/IMG_8500.jpg Work Initial flow for "Add a new item to closet". User can adjust the item image size and rotate it. To create a look, just put these items together as a "Items on table view". https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1516007084840-6C1765M8ZAHNV2E4XHKC/IMG_8493.JPG Work App flow in high level. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1516008647221-NLO0BLM9OVIPXAAH2Q1D/IMG_8494.JPG Work Concept for Looks (Outfits), Look Details and Inspiration. Assuming user has uploaded a self image during onboarding process, s/he can view items on herself/himself. This is the second way to view the outfit. Instead of checking the outfit in front of a mirror, user can use this feature to do just that. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1516260350588-3U4AE7HMZBUKE2KHPMM0/Closet+Org+App.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1542006790949-MNFL4KJ50NCFDB7TUNAS/image-asset.jpeg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1542006930780-3HTCYILMK3YRR5FY8BRM/in-office-1.jpg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1542006898338-3K383VT4MFF5DSM6F35H/in-office-2.jpg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541018830268-VXCDSDPXBVP7XAFJR12Z/p+-+checkout+flows.png Work Three major use case flows. Checkout page is also a vital step (the page with purple underline). Zoom In https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1554636243765-1GMHPPCLHM2BCPHXWLUU/Design+process+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1540882162453-W8L0CJOYM3M41TWHIP6C/Old+homeview+and+checkout.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1544516673136-2IU9G61SRBYT8NOG4YV6/Old+Home+View+Permutations_blue+lines.png Work Old Home View & relvanet screens - View larger image https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1550568977790-NB2M2E413OMYNN7MDA5P/nimble+artifacts+with+numbers.png Work Some of the materials and artifacts used at ideation stage (from left to right): Images 1 and 2: Drug labels as inspiration for the new Home View and details page due to their faster scannability. Image 3: New Home View and medication details page draft based on requirements. Image 4: Print-out mockups discussed with cross-functional teams. Image 5: New changes applied to kiosk experience for consistency. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1548316564906-LFME1SDO8CQ1LUD4P3CE/Upfront+and+Later+%282%29.png Work Exploration for Home View interaction system. View larger image https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1546070650205-4OGAYN6WEKXPOD431HQ9/Order+status+concepts+-+actions+on+home+view+%281%29.png Work Side by side comparison. View larger image https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1548148016029-JXWHE7XBIFHBQBIIE6IW/Comparsion+for+home+view+options+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541029983529-769CNEMX7G7UHEC1QNF3/Home+View+Interaction+System+-+part1.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541134187121-KD1UF2HCU0ERRA62BFM9/Home+View+Interaction+System+-+part2.1.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541029984717-FOTT1P34KXS86JQB8DHT/Home+View+Interaction+System+-+part3.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1546074613604-X3WDAN7OJ1BD8R8P0W5F/Visual+enhancement.png Work Explored various visual treatments for the header and buttons on Home View. Doing this enabled us to incopreate the shopping cart into the header while putting more emphsis on the medication cards on the page. View larger image https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1544521740353-MRQGAJZD04ZFOQHEOW3X/Home+view+concept+2.1.png Work This is one of my iterations for “All Constrains Upfront” Home View option. This indicates how “Add to Cart” would interact with the users. View larger image https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541445144338-PL5VPN29ZW3I0XKXJ51W/new+nimble+style+guide+all.png Work This New style guide for products was created to support the revamping effort. Enhanced UI components include the following: • Buttons with shadow (with corrected elevation level to provide proper visual cue for separation between elements without causing visual noise). Zoom In • New header that makes menu and shopping cart icon prominent while reserving the emphasis for other important elements on page such as the “Add to Cart” and “Proceed to Checkout”. Zoom In • Redefined font for clearer hierarchy and increased content legibility. Zoom In https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1586332901215-RSKNOCBU1YO2WF9RV012/New+CTAs+were+defined+with+proper+emphasis Work New CTAs were defined with proper level of emphasis. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1544587600526-SNL7IBDHBGUM2TJGXBPA/New+Nimble+Header+-+Responsive+Design.png Work I crafted and tested the new design for mobile web, tablet and desktop view for the project. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541586395836-AF2AOWHTV6JZPTMLVPUM/home_view_with_iphone_xs_frame_bg.png Work The new Home View UI elevates the usability, simplicity and affordance for our patients. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1541848253410-46GUULOEBAQYS0BI0K43/nimble+-+home+view+new+UI+with+hand+%283%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1548146027551-HN4E49S35EH4HD9P2BSV/New+menu%2C+home+view%2C+cart%2C+checkout+and+order+status+with+frame+%285%29.png Work Four new major screens in the checkout flow - Home View, Preview, Checkout, Order Status User Testing for the new UI and interactions - After I built the interactive prototype, our team used it to conduct user testing with twelve patients in our Menlo Park office. On the East Coast, we partnered with the University of Baltimore to conduct remote user testing with forty other users who were from the ago of 40 to 55 years old. Based on the overall result from the testings, 93% of the users considered the process of ordering a medication through the new Home View “very easy”. In addition, the evaluation indicated a net promoter score of 60 out of 70. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591698143794-WAO022IKDMJ96IL7MVVU/iPhone+X+-+RR+Confirmation+for+Anderson.png Work Project involved: UX • UI • Visuals • Motions • IOS • Responsive Web • User Insights • Testing https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591745674573-M79JJS5C2NFPQI508L9O/Design+Process+for+RR+%285%29.png Work - Design Process It was highly iterative and I used it to develop a deeper understanding of the patients for which I was designing this product. I also evangelized user empathy and user-centric design. I taught my engineer peers the value of design, so they were more motivated to do their best work for the new Refill. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591750274879-A7T7HWRJ2LOZ9LN0T0CJ/NMAR.png Work - Discovery In the beginning, our team did research to understand the importance of refill. According to National Medication Adherence Report, about 50% of patients are considered completely or largely adherent (Adherence level A and level B in the graph) in America. This indicates that half of the total patients would want their refills. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591766019423-9GNHRYMALKGYWGD8QJWF/female%252Bpatient%252Bwith%252Bwheelchair.jpg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591766131582-MYW9T3TDTJSA27H0JQ4T/Interview%25252Bwith%25252Bpharmacy%25252Bowner%252B%2525281%252529.jpg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591752200557-UI67AE8154T0KKKAUQ21/Non-adherence+reasons+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1600159984048-UD91A4NM45ANI10WYFNK/persona+for+refill+%402x+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592347206487-QVSEG468TZEEOPH754JU/Refill+work+flow+for+patients+%402x+%286%29.png Work - Define Based on user search findings and persona, I discussed potential short and long term solutions with my PM. This chart shows how the old refill process worked and how our North Star version would revamp the experience. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592028541332-QANQB4CS0JKP4ELGI7YW/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592028553641-XCT3B0SWMX5JUPR2FMDE/details+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592365979746-VVDN052PQEGI0SOYT7S1/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592372932968-FZXE3HF04CH7R2HKFHIJ/refill+screens+with+frames+5.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592220725559-8024FQHD71HY76DPJJNA/Whiteboarding Work - Ideation Based on the findings and the constraints, I started exploring design solutions with the team. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592378423694-MR84OLOF05O6JJCV6SKR/adaptation.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591960998276-QZZ340VT40Q4ZW7DORVD/M1 Work First version of stand-alone Autofill https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592383392898-UD38TY3TL6AAEVI1DUS0/image-asset.png Work Second version of stand-alone Autofill https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592091498018-DK73AX7E5O8U7NNELYOY/refill+reminder+approach+initial+concept+sketch Work Reminder approach without the checkout page https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592099164349-7O8J1AMUSZA9AC1AM2D3/refill+reminder+with+checkout+page+sketch.png Work Reminder approach with the checkout page https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592030049650-8LPWU5RF0VPZQDEG926J/RR-M5 Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592032122602-4MSHIY364P7I216K2061/Request%2Brefill%2Bfor%2Bactive%2Bpatient%2B%401x+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272325581-U9Y27IS1YAUCCXTSJ82T/refill+-+sms Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272172232-BSBRL7RFNFE5PXF6SQF5/refill+-+decision+point Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592295747441-WMDJG32GOSTAIBFUX6PL/refill+consent+on+pharmacy+dash_v4.1.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272340973-TZERAYFI1BGVG393HYAH/refill+-+confirmed+with+no Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272420705-WBCCNZEZ873LMUMRR9NK/refill+-+confirmation+and+next+step Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592090010868-WJNC1WMTDBF4UQANVB23/Request%2Brefill%2Bfor%2Binactive%2Bpatient.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592041984483-B05GKYG0J80KC33DAMO6/Screen+Shot+2020-06-13+at+2.52.06+AM.png Work - Interactive Prototype & Demo https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592113510535-M1CMP4D2MM85GJ6H4I51/Screen+Shot+2020-06-13+at+10.43.52+PM.png Work - Visuals & Animations I took the chance to give the patients some visual reward as a way to complement their effort in completing the Request Refill process. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592034157620-HATZ5C0C5LCLO4WV25E0/Get%2Bprescription%2Banimation%2B3%2B-%2Btrimmed%2B460x460.gif Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592035368043-ZTXV2WUDSV81AP5GQGVV/Custom%2BIcons%402x%2B%283%29+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592036164718-QQK1UIFJLIBY3BKG868V/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592292920866-K5EBU99B5ALMRKRUTWQW/refill+screens+with+frames+4.png Work - Impact Refill Refund rate was reduced by 85%. The net sales for Refill ended up having a 164x lift when we compared it to the old process. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592123688785-Q1DWLGOLEVAULYIK8I5V/Refill+-+Future+-+M7+%282%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/31f1df16-2ce1-422a-8743-61e2c8d49b5e/Achieve+banner+%282%29.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/18f77943-b6a8-43f9-939a-bbd03433bd36/DEX+Work+Diagram+-+Gary+%282%29.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/e2041060-f598-4fd0-9ef9-b3bd99d76d3e/User+journey+map+with+pain+points.png Work - Make it stand out User pain points from existing experience https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/348e1fe2-b864-4453-a8d6-b29e6dc596d5/Impact+Effort+Matrix+for+Co-app+-+Action+Priority+Matrix+for+Co-app.jpg Work - Make it stand out Impact/Effort matrix for new co-app functionality https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/d1bb5424-444c-4b4e-98b9-6270c0cf8f3e/FDR+Co-app+workflow+old+and+new.png Work - Make it stand out Old flow vs Proposed flow with DEX capability https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/b736fffc-c3df-4bd8-846f-fb5e4694e442/Original+Co-app+before+Co-app+%282%29.png Work - Make it stand out Reviewed potential frictions and opportunities in the existing DEX UI for Co-app https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/66823108-e55c-47c5-9657-f8e787481673/Co-app+design+options.png Work - Make it stand out Design exploration for new co-app experience with different ways to structure the data input https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/82e63e3a-4cdb-4a2d-9541-727dc4b782a2/Co-app+E2E+-+Clean+1.30.2025+%282%29.png Work - Make it stand out Concept D which uses separated income fields and combined expenses fields https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/e7633f01-5b4e-42bf-9f56-d1db7d070e1b/new+co-app+sample+screens.png Work - Make it stand out Select close-ups from the launch https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/10572b1c-d8f5-4c83-b2e8-32bcba8490a0/Co-app+on+iPhone+1.png Work - Make it stand out Future phase with visual uplift and updated components from Achieve Design System https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/731eae6e-f6ec-4201-9558-1b51229b5f4e/dynamic+date+picker+newer+version.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/8650bb64-c446-408e-905b-2f881e2f7557/CA+Agreement+Signature+Process+-+Happy+Path+SUIP.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/afa4919f-bb9b-4583-96d8-1d1501601ed8/Flow+chart+for+signaing+everything+at+once.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/527bbce4-62b0-4320-af88-326019baac6c/Enable+CA+-+Version+A.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/daf2d179-38c4-4718-bfe5-56a7cf8a2938/Education+screens.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/05dff28d-d565-4a83-97d5-c8d7ed63339f/GCS+Flowchart.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/edf5e652-d2fe-4f5d-971a-78f25c6e13ec/GCS+screens.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/58c229e4-b0f2-4fd1-8f7b-3aeb26168731/High+ABI+screen.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/df265e31-4715-4c90-9473-5ce2710b856d/Bi-weekly+offers.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591698143794-WAO022IKDMJ96IL7MVVU/iPhone+X+-+RR+Confirmation+for+Anderson.png Work Project involved: UX • UI • Visuals • Motions • Content Design • Responsive Web • Research Insights • User Testing https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/03f4245c-6e37-4f71-afc2-c3e45eaa76f9/Stakeholders+and+Timelines+v0.1.png Work - Design Process It was highly iterative and I used it to develop a deeper understanding of the patients for which I was designing this product. I also evangelized user empathy and user-centric design. I taught my engineer peers the value of design, so they were more motivated to do their best work for the new Refill. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/03f4245c-6e37-4f71-afc2-c3e45eaa76f9/Stakeholders+and+Timelines+v0.1.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591750274879-A7T7HWRJ2LOZ9LN0T0CJ/NMAR.png Work - Discovery In the beginning, our team did research to understand the importance of refill. According to National Medication Adherence Report, about 50% of patients are considered completely or largely adherent (Adherence level A and level B in the graph) in America. This indicates that half of the total patients would want their refills. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591766019423-9GNHRYMALKGYWGD8QJWF/female%252Bpatient%252Bwith%252Bwheelchair.jpg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591766131582-MYW9T3TDTJSA27H0JQ4T/Interview%25252Bwith%25252Bpharmacy%25252Bowner%252B%2525281%252529.jpg Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591752200557-UI67AE8154T0KKKAUQ21/Non-adherence+reasons+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1600159984048-UD91A4NM45ANI10WYFNK/persona+for+refill+%402x+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592347206487-QVSEG468TZEEOPH754JU/Refill+work+flow+for+patients+%402x+%286%29.png Work - Define Based on user search findings and persona, I discussed potential short and long term solutions with my PM. This chart shows how the old refill process worked and how our North Star version would revamp the experience. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592028541332-QANQB4CS0JKP4ELGI7YW/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592028553641-XCT3B0SWMX5JUPR2FMDE/details+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592365979746-VVDN052PQEGI0SOYT7S1/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592372932968-FZXE3HF04CH7R2HKFHIJ/refill+screens+with+frames+5.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592220725559-8024FQHD71HY76DPJJNA/Whiteboarding Work - Ideation Based on the findings and the constraints, I started exploring design solutions with the team. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592378423694-MR84OLOF05O6JJCV6SKR/adaptation.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591960998276-QZZ340VT40Q4ZW7DORVD/M1 Work First version of stand-alone Autofill https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592383392898-UD38TY3TL6AAEVI1DUS0/image-asset.png Work Second version of stand-alone Autofill https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592091498018-DK73AX7E5O8U7NNELYOY/refill+reminder+approach+initial+concept+sketch Work Reminder approach without the checkout page https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592099164349-7O8J1AMUSZA9AC1AM2D3/refill+reminder+with+checkout+page+sketch.png Work Reminder approach with the checkout page https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592030049650-8LPWU5RF0VPZQDEG926J/RR-M5 Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592032122602-4MSHIY364P7I216K2061/Request%2Brefill%2Bfor%2Bactive%2Bpatient%2B%401x+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272325581-U9Y27IS1YAUCCXTSJ82T/refill+-+sms Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272172232-BSBRL7RFNFE5PXF6SQF5/refill+-+decision+point Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592295747441-WMDJG32GOSTAIBFUX6PL/refill+consent+on+pharmacy+dash_v4.1.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272340973-TZERAYFI1BGVG393HYAH/refill+-+confirmed+with+no Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592272420705-WBCCNZEZ873LMUMRR9NK/refill+-+confirmation+and+next+step Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592090010868-WJNC1WMTDBF4UQANVB23/Request%2Brefill%2Bfor%2Binactive%2Bpatient.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592041984483-B05GKYG0J80KC33DAMO6/Screen+Shot+2020-06-13+at+2.52.06+AM.png Work - Interactive Prototype & Demo https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592113510535-M1CMP4D2MM85GJ6H4I51/Screen+Shot+2020-06-13+at+10.43.52+PM.png Work - Visuals & Animations I took the chance to give the patients some visual reward as a way to complement their effort in completing the Request Refill process. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592034157620-HATZ5C0C5LCLO4WV25E0/Get%2Bprescription%2Banimation%2B3%2B-%2Btrimmed%2B460x460.gif Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592035368043-ZTXV2WUDSV81AP5GQGVV/Custom%2BIcons%402x%2B%283%29+%281%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592036164718-QQK1UIFJLIBY3BKG868V/image-asset.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592292920866-K5EBU99B5ALMRKRUTWQW/refill+screens+with+frames+4.png Work - Impact Refill Refund rate was reduced by 85%. The net sales for Refill ended up having a 164x lift when we compared it to the old process. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1592123688785-Q1DWLGOLEVAULYIK8I5V/Refill+-+Future+-+M7+%282%29.png Work https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/0fd995dd-4086-460c-862d-b8771f35d0e9/Existing+workflow+for+debt+consultant+at+Achieve+v1.4.png Work - Make it stand out Existing debt consultant workflow in details https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/f6908445-4344-4baf-882c-b2ea4e0d1198/Coummunicator%402x.png Work - Make it stand out Communicator - Legacy system used by debt consultants https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/e85ed495-4e81-4692-a9b4-b076aad64e9c/Customer+Journey+Mapping+-+Copy+of+DC+workflow+with+pain+points+with+descriptions.jpg Work - Make it stand out Areas affected by the major pain points https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/49c2829f-8e68-457d-a53d-df02202649b4/Experience+Satification+Diagram+for+AVA+v2.png Work - Make it stand out Experience Satisfaction Diagram for AVA https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/6b635688-3ee6-427a-bfa5-f0afa64938a6/Before+and+After+-+Improvements+by+AVA.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/b1316c23-e0bb-4295-bdb3-96db7e87a6e8/External+market+research+insights+for+AVA%402x.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/a07a5305-bbbd-40a2-9dbb-ee73b53d8c68/Comparison+table+for+potential+strategic+solutions.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/f88d7635-aca7-4632-89be-8ffdc9b15970/AVA+-+system+replaced+or+consolidated.png Work - Make it stand out Impact on system level by AVA https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/74deda9a-d238-42a7-87eb-d4554d029e50/kona+Model+for+AVA+with+borders.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/b613a328-d55b-47f4-8e6c-b8741733f306/task+panel+-+customer+details.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/8ebdb90c-d6f8-4e37-a00f-0d610f163a32/task+panel-call+control.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/811c0303-a2c0-4ff0-80a9-b4bccb45dac9/task+panel+other+customer.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/aa08d7a8-c827-4498-9d67-5f7e38de9530/Debt+consultant+task+panel+-+AI+summary.png Work - 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Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/a2b3728f-ea8b-4f1d-9826-1aaf8fbdc32f/AVA+Chat+-+create+a+new+contact.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/0fd15659-bafb-49d1-b29b-580a9ddb9a45/AVA+Chat+-+creating+new+contact+in+Salesforce.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/59c90f25-fe40-4d17-9bb9-1bd1cd3ec9bd/AVA+Chat+-+created+new+contact.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/8e55cf5a-c3c1-4319-a3f4-895e31588cee/AVA+with+ADS+1.5.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.garysuen.com/gallery daily 0.75 2017-10-27 https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1509095075724-PQ0DCLVR7S2OT68YOIG1/TBD.png Gallery https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1509095075724-PQ0DCLVR7S2OT68YOIG1/TBD.png Gallery https://www.garysuen.com/new-index daily 0.75 2020-06-08 https://www.garysuen.com/about daily 1.0 2026-01-07 https://images.squarespace-cdn.com/content/v1/59e297f38dd041af65f137df/1591434428587-9NMS717VYAVEKSXI2AVJ/gary_in_hk_3.jpg About - I’m an empathic UX designer who is passionate in bringing real impact to real people. I currently spend time crafting the next-gen financial and debt relief experience at Achieve. https://www.garysuen.com/services daily 0.75 2020-06-08