Iris Liu Email and Phone Number

• Responsible for user analysis for Alipay products, both the mobile app for customers and platforms for business clients. • Worked closely with cross-functional teams, including designers, product managers, engineers, and market teams, to enhance users’ satisfaction and market share.• Identified key factors of UX for Alipay products, and quarterly examined user satisfaction, pointing out important problems through questionnaires and usability tests.• Explored the obstacles and key actions to transform potential users and keep users active; and improved the conversion rate by suggesting a shift in potential users and redesigning the ad and main page. • Investigated business clients’ needs and trends, especially focused on Local Retail, Food and Drinks, and E-commercial business clients; and gave suggestions on how to use Alipay better as their business channel.• Conducted user tests on prototypes, and prioritised improving lists.

• Work with diverse clients from Solution, Finance, Games, Technical Hardware Industry, etc.• Work with stakeholders from Leader, Product Management, and User Experience teams to identify, also balance their needs regarding user experience matters• Plan, design, and conduct qualitative and quantitative research studies towards different goals (e.g. usability evaluation, customer satisfaction improving, target market study, end-to end journey study, and competitive analysis) • Analyze results/data and translate into clear and useful strategic and tactical insights to improve or design products, workflow, services, and market strategy• Analyze user behavior on a mobile application to understand the most common behaviors, typical user flows, and user life cycle• Report at various levels, from detailed issues for product teams, UX experience teams to high-level executive overview• Conduct workshop with cross functional teams to inspire creative thinking on new products, or end-to-end services• Mentor junior staff to plan, design, conduct studies; and to ensure results are clear, concise, well-organized, and valuable• Manage the scheduling, solve problems, and ensure a high-quality of work in a timely manner

• Work cross-functionally with design, product management, strategy, engineering, and marketing teams• Recruit English-speaking online shopping users• Conduct local and remote user interviews to build personas and their decision-making process on shopping websites• Perform surveys to regularly assess customer satisfaction and website usability level • Monitored online customer feedback, report on issues and trends