Singapore

UX Design

Service Design

Customer Experience (CX)

Accelerator programme

Evonne Q

Applied Design

Usability Testing

Qualitative research

Communication

Collaboration

Critical-thinking

Team player

Presentation skills

Customer service

Analytical skills

Email writing

User research

Qualtrics

Webflow

Adobe XD

Figma

Jira

Maze

Miro

Mixpanel

Monday

Lookback

Zendesk

Mural

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Talk to people who have learned to manage their imposter syndrome.

Dealing with imposter syndrome

Navigating micro-aggression, getting paid what you are worth and finding a community.

Being a woman in tech

Understand the process of training, motivating and directing your team members.

Managing people

How to create a positive workplace culture that drives collaboration and productivity?

Fostering a good team culture

How to maintain trust, commitment, accountability deliver results while handling conflict

Avoiding common dysfunctions

Tips for transitioning into a new role or company.

Changing roles

How to successfully prepare and position yourself for a job promotion?

How to get promoted

How to ask for a promotion and negotiate for salary raise?

Negotiating a job offer

Get actionable feedback on your resume or portfolio.

Resume and portfolio review

Practice HR, technical and behavioural interviews with mentors.

Practice mock interviews

Talk to people who've broken into the tech industry and learn their stories.

Breaking into tech

Methods of prototyping and solution validation. When to use which kind of prototype (eg. Webflow, Notion, etc)

Prototyping methods and tips

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Learn how to properly present your work and share ideas and opinions.

Presenting your work with impact

How to work with team members with different skill sets but towards a common goal?

Working cross-functionally

Explore different generative and evaluative research techniques. User research synthesis and presentation.

Conducting good user research

Ways and resources to improve your design skills.

Improving design skills

Ways to provide constructive feedback to team members.

Giving effective feedback

What is a successful user onboarding flow and how to achieve it?

Onboarding new users

How to conduct interviews, what to ask, and how to analyze your results? (eg. user interview)

Conducting effective customer interviews

As a Service Design Manager, I collaborate with an inter-disciplinary Product & Services team to create delightful experiences at the world's busiest Airport. My work focuses on: 

Advocate service experiments - propose, implement and review user research and data analysis activities using mixed quantitative/qualitative methodologies and mediums to validate and discover passenger behaviour, thereby uncovering opportunities to improve or transform experiences

Elevate overall passenger experience - consult and put forth change recommendations to various business stakeholders (Operations, Branding, Commercial) that are necessary for a holistic improvement of travel experience through the Airport

Deliver last-mile learning - enable staff operational-readiness in transition projects through in-person and on-ground training, develop and deliver workshops using Adult Learning pedagogy and design materials to facilitate learning and familiarisation. More on my learning design methodologies > https://bit.ly/LearningDesignP

As a Senior Consultant, I drove conversations to land design decisions by leveraging on these methodologies:

Led design facilitation – Drove design-thinking conversations on business and user goals with global clients through progressive facilitation and service blueprinting methodology 

Shaped bid proposals - Transformed ideas into compelling propositions by leveraging my expertise in applied design, user journey and user behaviour insights alongside fellow subject-matter-experts (in Consumer, Marketing, CRM) to put forth winning solutions

Elevated user experience standards – Developed processes and operationalised end-to-end user experience (UX) conceptualisations and workflows, including needs analysis, user research discovery, as-is and to-be user journey mapping, insights synthesis, rapid prototyping and usability testing across Thailand, Vietnam, Philippines and Singapore markets

Drove learner success – Engaged over 50 learners in high impact executive learning on topics including AI Leadership, HealthTech Innovation and Future of Mobility by MIT-Sloan. Coached learners to set and achieve personal goals by eliminating barriers relating to policy, technical or administrative issues to achieve 100% course completion success.

Enhanced course engagement – Facilitated learner feedback sessions as measured by learner satisfaction surveys and completion rates. Collaborated with wider Esme team of academic, technical and success specialists to foster exceptional course support experience across the 7-week executive program by leveraging on collaborative platforms including Zendesk, Slack and Riff.

As a Service Excellence Manager, my role is to co-create with our commercial partners to build thoughtful and personable experiences for the World's Best Airport. Here's my areas of focus:

Charge up service performance - Lead and drive service benchmarks for Airport concessions, engaging dominant Travel Retail operators (amongst 150+ concession partners) to deepen Airport-wide service culture.

Level up with training - Design and develop training programs and learning opportunities for community of 5,000+, tailor learning for every category of concession partners - frontline, middle management and C-suites using mediums such as blended learning, in-person workshop facilitation, learning festivals and conference events.

Design data-guided initiatives - implement data-driven and data-guided strategies using datasets (CSAT, CES, NPS, CX topline). Using service as a medium to drive conversions, help partners focus resources on where it matters, and monitor impact on business and service indicators 

Innovate new service models - Lead the white-glove Changi Shopping Concierge service (a team of 18)  to cultivate and engage High Net Worth (HNW) traveler and non-traveler segments with bespoke Airport Experiences. 

Connect with me to know the details to these experiences.

Evonne Q🇸🇬