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ERIN ZHOU

☺

PORTFOLIO 2015-2018


Erin Zhou Curiosity-Driven | Care for Details | Doer

INTERESTS

Excited for the challenges and inspirations

City walk

Believe in human-centered design

Snapshot of kirakira light, shadows of everything

Passionate in creating beautiful everyday life experience

EMPLOYMENT HISTORY Experience Researcher | Service Designer

09.2015-07.2018

SAIC Motor Passenger Vehicle Co., Shanghai

BA in Commerce, Service Excellence

09.2012-04.2015

University of Victoria, Canada 07.2014-10.2014

Jones Lang LaSalle, Shanghai Dealers Financing Support Coordinator

SKILLS

EDUCATION

TANG Consulting, Shanghai Analyst, Markets

Independent magazines

Exchange, Entrepreneurship and Innovation

Studies, Surveys, Shadowing, Focus Group, In-depth 09.2013-12.2013

BA in Economics Sun Yat-Sen University, Guangzhou

Interview, Card Sorting, Affinity Diagrams, Persona, Scenarios, Customer Journey Map

University of Jรถnkรถping, Sweden 05.2013-08.2013

DESIGN RESEARCH

Business Canvas Model, SWOT, Cultural Probes, Dairy

09.2010-06.2012

SERVICE DESIGN

Holistic Brand Experience Design Model, Service Strategy Triad, Service Blueprint, Storyboard

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PRODUCT & SERVICE EXPERIENCE DESIGN

USER RESEARCH & USABILITY TEST

EVENT & INDIVIDUAL WORKSHOP

Aurora Group

Furniture Service Innovation and Showroom Experience Design

smart

Mobile e-Commerce Service Research and Design

Mercedes Benz

e-Commerce Ideation Consultant Service

NeoBear

Magnifier Neo Research and Design

YouXi

User Research and App Concept Design

TANG Internal Research

2000s Generation Research

Yum China

Corporate Website Expert Evaluation

⼀一+ TECH

Food Safety Product Experience Chinese User Research

Porsche

Plug-in SIM Product UX Design

Renesas

Website Usability Study

Watsons

Omni Channels Research and Strategy

Galaxy Macau

Multi-platform Website Usability Test

TANG Internal Research

95s Generation Research

L’Oréal

Luxury Skincare China Official Website User Research

BMJ

Medical App Usability Test

Bosch

Global User Research Qualitative Evaluation

VISA

Participatory Design Workshop

TANG

xcamp 3


* Due to client’s personal reasons, we only finished the research work for this project

PROJECT 01 | 03

Food Safety Product Experience Chinese User Research ⼀一+Tech is a startup company. They discovered an opportunity in Chinese food safety product market and want to make a product that tailored to Chinese customers. This project is to help them define the brand experience, the target persona and core scenarios, and design the future product functions and service.

Client

Role

⼀一+ Tech

Project Manager | User Experience Researcher

Category

Team

User Research

User Experience Researcher (1)

Visual Designer (1)

Length

User Research Expert (1)

1 Month

Experience Strategist (1)

4


PROJECT 01 | 03

Project Process

Discover

Define

Create

LEARN THE USER

DIFFERENTIATE THE BRAND

DESIGN PRODUCT AND SERVICE

Graphic Design:Charlie Tsai

5


PROJECT 01 | 03

Research Considerations

HOME INTERVIEW (8)

Three Generation Family

(2)

Single/Young Couple

(2)

LEAD USERS Old Couple

(2)

Innovators 2.5%

Early Adopters 13.5%

Early Majorities 34%

Later Adopters 34%

Lagger 16% TIME Pregnant/Infant Family

(2) 6


PROJECT 01 | 03

Research Considerations

INTERVIEW STRUCTURE

Grocery Shopping & Food Preparation Journey

Exploration of Attitudes on Food Safety

Tech Product Shopping Attitudes & Behaviors

Product Expectation & Brand Attitude

What kind of reasons raised your attention to food safety?

Invite the users to mockup their family’s daily food preparation process and observe the kitchen layout, kitchen appliances arrangement and traffic flow

Are you craving for any tech products recently? What is it?

Why it attracts you?

[Show the instruction video of the food safety product] How do you feel about the process?

What are the changes happen to your life when you concerned about food safety? Any examples? (e.g.food consuming habit, cooking habit)

Could you please simply describe your daily routine of preparing a tasty meal (use journey map to map out key activities and thoughts )

What frustrates you most during your daily use of kitchen appliances?

Which brand gives you the most hightech feelings? Why?

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PROJECT 01 | 03

Key Findings

PUBLIC PERCEPTION LEVEL OF FOOD SAFETY

1

No mud or dirt on the surface

2

No pesticide residues or bacteria on the surface

3

Elimination of food’s natural toxins

4

Elimination of internal additives like antibiotic and hormone

Current Public’s Expectancy

CLEAN & SAFE

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PROJECT 01 | 03

Key Findings

VARIED KITCHEN ENVIRONMENT

MR. CARING

HEALTHY LIFE-STYLIST

SMART LAZY

THRIFTY ELDER 9


PROJECT 01 | 03

Key Findings

INGREDIENTS COMPLEXITY

INGREDIENT CATEGORY

DIFFICULT TO WASH

NEED SEPARATE WASH

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PROJECT 02 | 03

Furniture Innovation and Showroom Experience Design AURORA Group has more than 50 years history in the office equipment and furniture industry. However, as the industry has more and more new comers, they’re facing an unprecedented competitive challenge.

This project is to help Aurora to upgrade the company’s furniture showroom and enhance the overall user satisfaction during the purchasing journey.

Client

Role

Aurora

Service Designer | User Experience Researcher

Category

Service Strategy

Service Experience

Team

Interaction Designer (1)

Service Designer | User Experience Researcher (1)

User Research Manager (1)

Length

Experience Strategist (1)

6 Months

Partnered with an External Interior Design Team

11


PROJECT 02 | 03

Project Process

DEFINE & UNDERSTAND

DESIGN

• • •

Persona, Scenarios, Journey Map

Showroom Position

Service Strategy

• •

Ideal Touring Experience Design

Channel Strategy

DEEPEN

• •

WeChat Concept Design

Showroom Interior Design

Graphic Design:Charlie Tsai

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PROJECT 02 | 03

Research Considerations

MYSTERIOUS SHOPPER (5)

SHADOWING (5)

IN-DEPTH INTERVIEW (30)

DECISION-MAKERS (4)

FRONTLINE EMPLOYEES (12)

USERS (10)

INDUSTRY EXPERTS (4)

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PROJECT 02 | 03

Key Findings

CLIENT UNDERSTANDING BEFORE Geographic Area Product Style Preference

Organization Type

AFTER WORK STYLE

WORK STYLE

WORK STYLE

WORK STYLE

Work Style

DECISION POWER

PROFESSIONAL LEVEL

DECISION POWER

PROFESSIONAL LEVEL

DECISION POWER

Professional Level PROFESSIONAL LEVEL

DECISION POWER

PROFESSIONAL LEVEL

Decision Power PROFESSIONAL INFLUENCER

FULL-STACK NOVICE

ON-DUTY LEADER

STANDARDIZED PURCHASER

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PROJECT 02 | 03

Key Findings

VALUE OF THE SHOWROOM

BEFORE

Sales’ personal abilities are the key to make a success: perceive the website and the showroom as a totally decoration and sell the furnitures mainly on sales pitch and product catalog Support the sales and help the client get sense of their ideal workplace and oďŹƒce furniture

AFTER

Need Workplace Decoration

Online channels are the pre-experience of the showroom

Explore Suppliers

Communicate brand philosophy and workplace trends

Communicate Proposal

Check and Accept

Repair

Replenish

Gather and analyze data to get constant updates

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PROJECT 02 | 03

Service Design

Self-Visiting

Self-Visiting

IDEAL JOURNEY MAP

Comfort Sensation

Future Work

Aurora Moment

Aurora Exploration

Aurora Co-creation

Further Connection

Easy Communication

Showroom Searching Professional Influencer

KEY NEEDS

• •

Overall perception of the brand philosophy

Free exploration of the showroom

ATTRACT

INTERACT

CONNECT

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PROJECT 03 | 03

Mobile e-Commerce Service Research and Design In 2017, smart’s parent company Daimler was in a digital transformation. They think smart would be a good starting point for the exploration of vehicle e-commerce service, so they raised a contest inside the company.

This project is to help Chinese smart team explore, understand and design the e-commerce service concept based on H5.

Client

Role

smart

Project Manager | User Experience Researcher

Category

Team

Digital Product Experience

User Experience Researcher (2)

Visual Designer (2)

Length

Interaction Designer (2)

1 Month

Experience Strategist (1)

17


PROJECT 03 | 03

Project Process

Research Team

Understand

Define Design Team

BRAND

&

USER

FUNCTION

&

SERVICE

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PROJECT 03 | 03

Research Considerations

INTERVIEWEE REQUIREMENTS e-Commerce website • high internet engagement

• prefer to online information channels

• experience with online car services

INTERVIEW STRUCTURE

smart • attracted to smart or purchased recently

• family and additional car user

• smart fortwo & forfour user

Car Purchasing Journey

Car Using Scenarios

Brand Understanding

Lifestyle

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PROJECT 03 | 03

Key Findings

CONTRAST UNDERSTANDING

The Public “TINY CAR” “WEAK POWER”

smart Owners “SPACIOUS!” “EFFICIENT!”

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PROJECT 03 | 03

Concept Design

Your smart Life

smart Assistant • reasonable guidance with car using scenarios

CITY PARKING

STUFF STORAGE

NEVER BEEN SO EASY

BIGGER THAN YOU THINK

92

• efficiently support with the choice of the right “smart”

JOHNNY WANG ARCHITECT, SHANGHAI

smart LIFE INDEX

smart Life • build exclusive smart circle

• promote smart lifestyle

“BORN TO BE FUN”

388

196

days

connections

6986 Interaction Design: Dorina Yang, Jie Zhou

likes

“smart is my little toy.

32

smar

orders

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THANK YOU & HAVE A ☺ NICE DAY +86-139-1792-7916

erinzhou2@icloud.com

chujun.zhou

ERIN-B-R

Profile for Erin Zhou

Portfolio_Erin Zhou  

Service Designer | User Experience Researcher

Portfolio_Erin Zhou  

Service Designer | User Experience Researcher

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