My Case Studies
As part of my Masters in Customer Experience and Innovation, I collaborated with IKEA to improve their in-store checkout. Together, we conducted research that revealed long wait times and confusing manual scanning for shoppers. We created SYNKA, a scanless RFID solution where customers simply walk through gates and confirm their purchases in seconds. This innovation reduces checkout times by over 65% and creates a smoother, more satisfying end to every IKEA visit.
For my User Experience Design Certificate at FIT, I redesigned GoodReads’ book search to improve relevance and ease of use. After interviewing users and mapping their journeys, I created flexible filters for title, author, genre, and publication date, helping readers quickly find what they want. While the project was a course exercise, the new design is expected to reduce user drop-offs and make book discovery more rewarding by letting people find what they’re looking for with less frustration.
Additional Work
Rider App Redesign - QuadX (2023)
Junior Product Manager - Platform Experience
Led research with 30+ delivery riders across Metro Manila to redesign the core courier experience. Through data-driven prioritization and agile sprints, we improved operational efficiency and achieved 98% SLA performance targets.
Impact: 98% SLA performance | Improved rider satisfaction | Reduced support tickets by 25%
Self-Service Support Platform - QuadX (2024)
Product Manager (Head of CX and Innovation)
Built and launched Zendesk self-service platform serving 5,000+ monthly users. Led usability studies and journey optimization, reducing support ticket volume by 35% while increasing CSAT by 15 points.
Impact: 5,000 monthly users | 35% ticket reduction | +15 CSAT points
Regional Launch Strategy - Ninja Van (2017-2018)
Regional UX Researcher & Product Design Partner
Orchestrated 6-country launches across Southeast Asia, conducting field studies and workshops to tailor UX for diverse markets. Led cross-disciplinary teams through design workshops and agile development cycles.
Impact: 6-country rollout | Regional product-market fit | Stakeholder alignment
My Case Studies
As the Product Manager and Head of CX and Product Innovation, I led the redesign of the GoGo Xpress integration on Shopify. By conducting over 100 interviews and running multiple usability tests with entrepreneurs and small teams, I discovered that manual booking slowed growth and led to frequent errors. With the product team, we delivered a direct integration allowing sellers to sync and validate orders from Shopify to GoGo Xpress in just three clicks, increasing speed and accuracy. Within 10–12 months of launch, this solution drove a 10x revenue increase for GoGo Xpress, empowering sellers to scale their businesses.