Product designer at Worldwide Learning to build world class capability for customers, partners, employees, and future generations to enable them to achieve more.

As an early member of the Expedia Conversation Platform and Customer Engagement team, I designed many foundational conversation features and created rich chat-based experiences across channels, including Voice (IVR), Chat, and Complex Agent Tools (CRM). Until now, onboarded and mentored 150+ UX and content strategist partners with the conversation design best practices.My journey at conversation platform is very fruitful, list out some of my main achievements: Successfully launched products (from Zero to One):• 🤖Virtual assistant conversational self-service experience (Customer-facing & agent-facing): 1) [Design lead] Lodging cancel with waiver request (The first-ever post-booking virtual agent experience in the conversation platform for travelers & agents & partners & suppliers) 2) [Design lead] Airline credit redemption experience (As Covid-19 Response) 3) [Design lead] Complex flight exchange (First conversational shopping experience) 4) [Design lead] Lodging change (Room type change, date change, cancel and rebook, inside/outside penalty cancel) 5) [Design lead] Trip Flexibility- Insurance/Assurace 6) [Design collaborator] Knowledge base • ☎️ IVR system (Call Contact Center) 7) [Design lead] Expedia recording experience 8) [Design lead] Identification experienceOn-going: 1) Expedia Arrival Assistant 2) Agent's Softphone design and componentization for homegrown CRM & Salesforce (Agent, partner & supplier-facing)

• Build self-service experiences (web & mobile) for travelers to make flight soft change thru Expedia• Explore virtual agent foundation (like Itin card, knowledge base, help center, etc)

•Design and ship many digital interactive products including Bacaoke, MetrixSpace, and Candyone•Conduct qualitative and quantitative research

• Lead the team to design a mentorship platform to enhance clients’ interaction with AIM Service, including landing page, dashboard, etc• Design data visualization and allow the dashboard to work in conjunction with the data retrieved from SQL databases• Conduct market research

* Design the interactive user interface (D3.js) for IU Cognitive Science Co-author Visualization Network* Redesign the reference databases interaction page and landing page for Indiana University Cognitive Science department* Design posters to welcome new students

• Establish the needs of users and monitor user access and security• Monitor performance and manage parameters to provide fast responses to front-end usersmap out the conceptual design for a planned database• Consider both back-end organization of data and front-end accessibility for end-usersrefine the logical design so that it can be translated into a specific data model• Work closely with IT project managers, and database programmers.

Facilitating activities

• Design official website and internal dashboard using WordPress • Databases management • Conduct user research with partners and customers to help outline business strategy

Radio host for Children Program Xiao Xiao Le Yuan