Splyt

Senior UX/UI Designer, Apr 2020 - Dec 2022

About

Splyt is a superapp enabler. It enables full integration of services like ride-hailing, micro-mobility, airport transfers, public transport and experiences into superapps, travel platforms, and online wallets that billions of people already use.

My role

I was part of the product team. My role was to lead the design for food delivery service, customer support tooling and improving existing services. I also lead design research and collaborated with other designers for services such as experiences and public transport.

With the expansion of services, customer support officers in Splyt had to use three different platforms to provide different kind of support. To make things efficient for our officers, we decide on a Splyt support portal - a one stop platform that encompasses all services. I was tasked to lead the design for this project.

With the new portal, a customer support officer only has to interact with one tool, regardless of the type of services. I organised workshops with our support team to identify pain points, opportunities and ideate new features that would boost their performance. The new design was well received by the team and it was scalable for future expansion and services. It also reduces the time taken for the officer to support a ticket.

Splyt support portal
Internal tooling

Together with other designers in my team, we designed the entire journey of users purchasing experiences and tours in the Binance app using cryptocurrency. I lead the design research and primarily focused on the landing screen, post-purchase, cancellation and customer support journeys. It took five months to launch the product, from design to development and testing.

I was also in charge of designing the support needed for our officers. This support is part of the portal that I worked on.

Experiences
Binance x Viator

This is one of our live service. The goal of this project was to reduce cancellation when searching for drivers for existing service

1. Re-iterate that cancelling and requesting subsequently will not 'refresh' the search. On the contrary, it makes user lose it's spot on priority.

2. Updating the copy from time to time to keep users informed.

3. Hiding the cancellation button.

Ride-hailing
Grab x Alipay

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