Susan Zhuang

Designer in London, United Kingdom

Member since July 22, 2022

Susan has ten years of experience as a UX and product designer across agency and in-house roles in London, UK. Her recent experience has been in the seed stage and series A startups. Susan's strengths and depth of experience lie in UX design, user research, and product strategy. She is comfortable leading cross-functional teams and passionate about building empowered product teams, inclusive design, and continuous discovery.

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Portfolio

Digital Design

Helping General Practitioners and Therapists Communicate with Patients at Confrere
- Discovery
- Opportunity Maps
- Design Sprints
- User Validation
- MailerLite
- Intercom
- Miro
- Figma
- User Interviews
- Jobs to be Done (JTBD)
- WebRTC
- User Experience (UX)
- User Interface (UI)
- Product Design
- Product Management
- SaaS
- B2B
- Small & Medium-sized Enterprises (SME)
Matching Families with Caregivers at Koru Kids
- Marketplaces
- Accessibility
- Figma
- Lookback
- Miro
- Usability Testing
- User Interviews
- UI Design
- Product Design
- Childcare
- Feminism
- User Experience (UX)
- Product Management
- Product Strategy
- Lean Experiments
- Product Marketing
- Onboarding
Collaboration Workflows for Spoken Content at Trint
- Enterprise SaaS
- WebRTC
- RTMP
- Pricing Strategy
- Collaboration
- Workflow
- Product Design
- User Experience (UX)
- User Interface (UI)
- Sketch
- iOS
- Mobile
- Product Management
- Product Strategy
- B2B
Creating a Neighborhood Platform as a Pandemic Pet Project
- Figma
- Storybook
- React
- Community
- User Interface (UI)
- Design Systems
- UI Components
- Concepting
- User Experience (UX)
- Marketplaces
Designing Experience Principles for Mendeley
- UX Principles
- Guiding Principles
- Workshops
- UX Workshops
Creating a Culture of Continuous Discovery at Trint
- SaaS
- Enterprise Startups
- User Research
- Usability Testing
- Product Discovery

Employment

Product Design Consultant
2022 - PRESENT
Sonderlig Ltd
- Designed an internal product to enable system administrators to create financial products.
- Conducted user research and design to support a completely new product added to the client's product line.
- Collaborated closely with senior stakeholders, engineers, and other product people to design and develop better financial products.
Technologies: Figma, Miro, Salesforce
Senior Product Designer
2021 - 2022
Confrere
- Acted as a squad and product lead and managed a cross-functional team, including two senior software engineers, one head of customer success, three customer support representatives, one content designer, and one content strategist.
- Oversaw my team's work on the web app, customer onboarding, activation and retention, subscriptions, and account management.
- Managed continuous improvements and product discovery of new propositions.
Technologies: Figma, Storybook, Jira, Slack, Zendesk, Miro, InVision App, Product Design, User Interviews, UI Design, Usability, Mobile UI, User Testing, Mobile UI Design, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Leadership, Design Leadership, Strategy, Design Thinking, Behavioral Design, Design Strategy, Agile, Storytelling, UX Design, Web UX Design, Information Architecture (IA), Web App UX, Web App Design, Mobile Prototypes, Minimum Viable Product (MVP), SaaS, User Interface (UI), User Experience (UX), Dashboards, Interactive Prototypes, Rapid Prototyping, High-fidelity Prototypes, Mobile App Design
Lead Product Designer
2019 - 2021
Koru Kids
- Led design in the growth squad that was later renamed the ready-to-match squad and used rapid hypothesis-driven product experimentation across product marketing, onboarding, and early marketplace experiences for families and caregivers.
- Moved our hard-coded product marketing site to a headless CMS, Storyblok, and designed new customized product marketing landing pages to increase acquisition.
- Designed and delivered the onboarding funnel for caregivers, which had previously been managed using third-party and no-code tools, such as Airtable and Typeform.
- Acted as both a product designer and product manager until the company decided to hire product managers.
Technologies: Figma, Miro, Storyblok, Slack, Clubhouse, Hotjar, Intercom, Airtable, Typeform.io, Product Design, User Interviews, UI Design, Usability, Mobile UI, User Testing, Mobile UI Design, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Leadership, Design Leadership, Strategy, Design Thinking, Behavioral Design, Design Strategy, Agile, Storytelling, UX Design, Web UX Design, Information Architecture (IA), Web App UX, Web App Design, Mobile Prototypes, Minimum Viable Product (MVP), User Interface (UI), User Experience (UX), Dashboards, Interactive Prototypes, Rapid Prototyping, High-fidelity Prototypes, Mobile App Design
UX Lead
2018 - 2019
Trint
- Created a continuous user discovery engine where I operationalized three to ten weekly user research sessions with customers and enabled a shared understanding of user insights across the company.
- Democratized design as the sole user researcher and UX designer across four product engineering squads, forming strong relationships with the engineering team and coaching them in user research and design.
- Led UX design for Trint's new pricing and packaging strategy, pivoting from B2C pay-as-you-go to B2B subscription-based pricing.
Technologies: Sketch, GitLab, Adobe Premiere Pro, WebRTC, RTMP, Continuous Delivery (CD), Product Design, Product Launch, Product Management, SaaS, Enterprise SaaS, Pricing Strategy, Zendesk, User Interviews, UI Design, Usability, Mobile UI, User Testing, Mobile UI Design, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Leadership, Design Leadership, Strategy, Design Thinking, Behavioral Design, Design Strategy, Agile, Storytelling, UX Design, Web UX Design, Information Architecture (IA), Web App UX, Web App Design, Mobile Prototypes, Minimum Viable Product (MVP), User Interface (UI), User Experience (UX), Dashboards, Interactive Prototypes, Rapid Prototyping, High-fidelity Prototypes, Mobile App Design
Senior UX/UI Designer
2016 - 2017
Elsevier
- Redesigned the Mendeley reference manager at mendeley.com as a UX lead across three product engineering squads.
- Managed the weekly user discovery program, which enabled us to invite five to ten user research participants into our physical research lab every week. I also ensured research operations were running smoothly.
- Facilitated and moderated hundreds of user research and usability testing sessions.
- Supported design hiring, including managing CV screenings and all steps of the interview process, including three-hour portfolio reviews, until the final decision stage, which was left to the primary hiring manager.
Technologies: Sketch, OmniGraffle, Slack, Lookback, Confluence, Jira, Atlassian Suite, Product Design, User Interviews, UI Design, Usability, Mobile UI, User Testing, Mobile UI Design, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Leadership, Design Leadership, Strategy, Design Thinking, Behavioral Design, Design Strategy, Agile, Storytelling, UX Design, Web UX Design, Information Architecture (IA), Web App UX, Web App Design, Mobile Prototypes, SaaS, User Interface (UI), User Experience (UX), Dashboards, Interactive Prototypes, Rapid Prototyping, High-fidelity Prototypes, Mobile App Design
Senior UX Designer
2015 - 2016
Poke London
- Designed customer experiences for SCA (Bodyform or Libresse and Libero), Nestlé, UBS, Heineken, Morrisons, Knight Frank, Yopa, and Airbus.
- Facilitated client and stakeholder workshops and regularly presented work to clients.
- Traveled to client offices and sites for meetings and presentations.
Technologies: Sketch, OmniGraffle, Axure, Slack, User Interviews, Usability, Mobile UI, User Testing, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Leadership, Design Leadership, Strategy, Design Thinking, Behavioral Design, Design Strategy, Agile, Storytelling, UX Design, Web UX Design, Information Architecture (IA), Mobile Prototypes, User Experience (UX), Interactive Prototypes, Rapid Prototyping, High-fidelity Prototypes, Mobile App Design
Associate UX Architect
2014 - 2015
Digitas
- Designed customer experiences for Honda, Carnival Corporation, and the Renault-Nissan Alliance.
- Worked as a UX lead for ownership experience on the Helios project, a multi-brand and global project that included over 250 team members in the London office and several international offices.
- Participated in and presented to my internal team and the client at regular rituals, such as stand-ups, design reviews, and planning sessions.
- Presented my team's work at regular sprint demos, which were for all our internal teams and a number of external clients. Sometimes these were live-streamed on YouTube. Between 50 and 200 people would attend these demos.
Technologies: Sketch, Jira, Confluence, HipChat, OmniGraffle, Axure, Axure RP Pro, Slack, Adobe Experience Manager, User Interviews, Usability, Mobile UI, User Testing, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Strategy, Design Thinking, Behavioral Design, Design Strategy, Agile, Storytelling, UX Design, Web UX Design, Information Architecture (IA), Mobile Prototypes, User Experience (UX), Interactive Prototypes, Rapid Prototyping, High-fidelity Prototypes, Mobile App Design
UX Lead
2012 - 2014
We Are Ignition
- Designed customer experiences for Samsung, British American Tobacco, Eli Lilly and Company, Barclays, Formula 1, BP, REN Skincare, Watches of Switzerland, Post Office, Metapack, and NCB.
- Got the job as the first employee at this startup, and I managed one to two junior UX designers as the startup hired more people.
- Integrated myself into client teams by independently representing my agency. I also traveled with clients domestically and internationally for projects.
Technologies: OmniGraffle, Basecamp, Apple Keynote, PowerPoint Design, Python, PHP, HTML, CSS, Axure RP Pro, User Interviews, Usability, Mobile UI, User Testing, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Leadership, Design Leadership, Strategy, Design Thinking, Behavioral Design, Design Strategy, Storytelling, UX Design, Web UX Design, Information Architecture (IA), Mobile Prototypes, User Experience (UX), Interactive Prototypes, Rapid Prototyping, High-fidelity Prototypes, Mobile App Design
Research Assistant
2010 - 2010
University College London
- Conducted lab usability experiments in the human-centered system research group within the computer science department.
- Analyzed quantitative research data in the human-centered system research group within the computer science department.
- Analyzed qualitative research data in the human-centered system research group within the computer science department.
Technologies: Atlas, Tobii Eye Tracker, Eye Tracking, Human-centered Design (HCD), User Interviews, Usability, User Testing, Mobile UX, UX Research, Prototyping, Wireframing, Web UX, Strategy, Design Thinking, Behavioral Design, Design Strategy, Storytelling, UX Design, Web UX Design, Information Architecture (IA), User Experience (UX)

Education

Masters of Science Degree in Human-computer Interaction with Ergonomics
2011 - 2012
University College London - London, United Kingdom
Bachelor of Science Degree in Psychology
2008 - 2011
University College London - London, United Kingdom

Experience

Usability Testing12 years
Accessibility12 years
User Research12 years
UX Design11 years
Workshops10 years
Product Design10 years
Design Leadership7 years
Figma3 years

Tools

Figma

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Designer in London, United Kingdom

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Senior Product Designer

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UX Lead

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Senior UX Designer

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UX Lead

Research Assistant

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