Indonesia

Service Design

Industrial Design

Customer Experience (CX)

UX Testing

UX Research

Service Design Research

Royal College of Art London, UK

Institute Technology of Sepuluh Nopember Surabaya, ID

Ihsan Biantoro

Research Lead and Operation

Quantitative research

Qualitative research

Communication

Collaboration

Problem-solving

Empathy

Customer service

Leadership

Market research

CAD design

Qualtrics

Solidworks

SurveyMonkey

Tableau

Trello

Typeform

UserTesting

Adobe Illustrator

Airtable

Asana

Balsamiq

ChatGPT

Figma

Maze

Miro

Notion

Autocad

Lookback

Organisation skills

User research

Usability Testing

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

General mentorship

Making remote and globally distributed teams work for you and your needs.

Working remotely

Learn essential burnout prevention techniques and replenish physical and emotional energy.

Managing burnout

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

Steps to building and maintaining a strong, cohesive and effective team.

Building an effective team

Learn the tips to successfully manage a team in a remote environment.

Managing a remote team

Strategies for maximizing your design internship or co-op program.

Getting the most out of my internship

Tips for transitioning into a new role or company.

Changing roles

Practice HR, technical and behavioural interviews with mentors.

Practice mock interviews

Best practices for running productive design critiques.

Running effective design critiques

Manage team expectations and get the most out of your meetings.

Running effective meetings

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

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

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

Conducting effective customer interviews

Identifying gaps in existing workflows, conducting stakeholder interviews, and analyzing industry best practices to propose data-driven improvements.
Creating clear, structured SOPs, updating outdated procedures, and ensuring alignment with business goals through visual documentation (e.g., blueprints, flowcharts, process maps).
Mapping SOPs to key business operations, improving cross-functional collaboration, and integrating efficiency metrics to measure process impact.
Gathering feedback, training employees on SOP implementation, and ensuring adoption through clear communication strategies.
Monitoring SOP effectiveness, recommending automation opportunities, and fostering a culture of continuous process enhancement.

Led research initiatives to provide short and long term strategy recommendations to drive business expansion (global market and product diversity), e.g. user and market research, business development and partnership, etc.
Design and optimized end-to-end business operations and customer journey to run smoothly, including project management and service experience, for a scalable system.
Executed initial plan and iteration for business expansion.

Led research and experiments with new partners (B2B), significantly improved team understanding on the SaaS and financing product relevance.
Improved service operation by mapping customer journeys, touch points, and backend processes, reduced Service Level Agreement (SLA) by close to half.
Built research ops foundation from scratch, effectively being used by all team members as insights repository to deepen understanding on MSEs business process, customer, and user.

Led foundational research that improved campaigners experiences and campaign quality by revamping the campaign creation process.
Examined potential touch points to improve in multiple service schemes within campaign creation process.
Contributed on providing insights and advice on how to organize and advance the user research team and practices.

Discovered opportunities on the donor side, to help the crowdfunding squad (acquisition and retention) provide personalized campaigns to donate and create a sense of fulfillment.
Built user research framework and standard, especially for documentation, together with UX lead and UX researchers, to establish a consistent practice and output quality.

Discovered and developed solutions for after order experiences, increasing retention rate.
Doing a single end-to-end project (research and design), from making research plans, quantitative and qualitative data analysis, providing insight, defining the best solution to turn into wireframes to prototypes, then conducting the testing itself.

Selected to be a designer in Designer Dispatch Service program, increasing the new high quality standard of craft products for export.
Successfully launched exported products for selected SMEs by doing market and product research.

Led CSR program in Berau and Passer, South Kalimantan.
Created a blueprint program for skill and community development from ethnography study.
Successfully assisted, trained, and supervised programs that meet CSR objectives.

Led Design Lab team, Bali Creative Industry Center, that successfully delivered innovative craft products to be produced by the local crafter and SMEs around Java.
Successfully assisted, trained, and supervised the MSEs to produce quality products.
Led a capacity building program in the field of entrepreneurship and design, joined by 70 local crafters, SMEs, and designers.

Ihsan Biantoro🇮🇩

About Ihsan Biantoro

Expertise

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