Yihao Tan

BizPortal is a web portal for enterprise clients to manage and provision their telecommunications services. I spearheaded the product management to create an improved portal, as well as migration of enterprise users from the legacy portal. There was high customer dissatisfaction and a high influx of customer service requests that required significant manual customer service resolution from the legacy client portal that was not utilizing modern web development standards. I conducted user interviews with various stakeholders, from customer service officers to the clients, to understand their pain points and use cases, and with this data, I used it to holistically inform the design and purpose for the new portal, as well as the prioritization of features for our MVP. I also had to do some data crunching and analysis to inform some product decisions by delivering some Python scripting on raw server logs of the legacy portal as the data was not readily available. The MVP was launched with only the highest value features to a beta group of users first and subsequently expanded the feature set iteratively and eventually made it generally available to all our clients, with a 70% reduction in customer service requests and 50% cost-savings.

The Habitat Kiosk platform consists of 40” interactive touchscreens deployed in retail stores that enable users to be able to discover, search and purchase a much wider range of SKUs from the online product catalog, compared to the smaller proportion of items that can be physically stocked in retail stores. With a deadline of just two months to create and implement a solution that will enable in-store shoppers to be able to discover and purchase more products that are available in our online catalog but not physically present on the retail shelves to increase average basket sizes and revenue, I assembled and led a squad of designers, developers and testers, evaluated a few potential solutions and narrowed it into a kiosk-based format after doing rapid prototyping with cardboard and user testing. With our available resources and timeline, I had determined that an Android-based kiosk system will be most ideal for us. I did sourcing of the kiosk hardware from manufacturers while also doing product management of Android kiosk app development with the squad. In summary, my team managed to deliver the objectives and launch ten Kiosk platforms in just two months with minimal costs than ROI itself within three months.

Hungrysia is a platform that allows businesses to provide meals for their employees conveniently and cost-effectively. I created a marketplace platform utilizing a unique business and pricing model where our platform can accommodate any employee meal requirements at a wide range of budget by automating the matching, quotation, and fulfillment process of clients needs with our wide network of food vendors that were not able to serve the corporate segment directly. Previously, there was this unmet need in the market, and I had discovered this gap after doing extensive user interviews and market research with F&B vendors as well as businesses. I managed the product management of the MVP, iterating along the way with feedback from users, and scaled it up to a full-fledged web-based platform where it managed over 100,000+ employee meals, benefits our F&B partners by increasing their sales by 50%, and delivered 25% cost savings to our clients.