jennyh

● 0-to-1 System Build: Sole UI/UX on the team; owned the full process from research and proposal to interface delivery. ● Competitive Research: Analyzed architecture, features, and UI styles of leading international CRM systems; produced a competitive report and proposed design directions. ● User Research & Pain Points: Conducted on-site observations and led cross-functional interviews (8–10 participants across 4 stakeholder groups); synthesized multi-role pain points into a structured insights report. ● IA Optimization: Proposed IA restructuring for the customer service query system, reducing query depth from 4 levels to 2. ● Cross-System Integration: Integrated case-tracking with cross-system workflows to build complete service records, enabling performance measurement and operational analysis. ● Project experience: Customer Service System (Ticket Mgmt, Order List, Delivery List, Customer List, Customer Detail, Marketing), Employee Intranet, Intelligent Customer Service System.

● Data-Driven Redesign: Analyzed 5 years of customer service data and requirement records; identified 3 core pain points as the basis for redesign. ● Information Disclosure Redesign: Separated internal controls from external API constraints, reducing user errors; switch anomaly reports decreased post-launch. ● Competitive Analysis: Built a proprietary framework (feature mapping / comparison / SWOT); produced reports and presented to management to clarify market positioning. ● Cross-Department Collaboration: Served as project communication lead, coordinating technical support and timelines to ensure on-time delivery. ● Design Quality Management: Built an internal UX checklist adopted into team workflow; tracked component library changes, resolving 80%+ of layout-breaking issues. ● Multi-Module Delivery: Delivered 14 agile projects covering B2B back-office modules: membership management, data reports, announcements, and game configuration.