Hi, I’m Joy.
I help companies build things people love through great stories and an achievable vision.

My current role is to help my team do their best work so we can solve complex problems in the enterprise software industry.

2024 – Present | ServiceNow

Elevating ServiceNow post-sales customer experience

As a Senior Design Manager for post-sales at ServiceNow, I lead a team of 10 focused on delivering exceptional experiences for customers, partners, and prospects. Our work spans platform management, strategic planning, improved navigation, and enhancing ServiceNow’s service delivery to customers.

2019 – 2023 | ServiceNow

Building enterprise platform and premium customer success experience

As an early designer on ServiceNow Impact, the company’s premium customer success offering, I collaborated with stakeholders to shape the vision for its fastest and most successful product launch. Prior to that, I contributed to ServiceNow’s Next Experience components and UI framework.

2017 – 2019 | Google Hotels Search

Organizing hotels and lodging information for travelers around the world

As an avid one-bag traveler, I took pride in designing a product I personally use— Google’s hotel search. Leading the expansion of hotel search to include vacation rentals, I contributed to a 10x increase in search conversion in 2019. I also improved hotel promotions, enhancing user trust in ads and driving a 12% revenue boost.

2015 – 2017 | Samsung Electronics America

Reimagining a future with smarter, proactive appliances

As part of the Product Innovation Team, I specialized in transforming hardware specs into compelling stories. Collaborating with product strategists, I identified future trends and delivered 3-5 year vision concepts to Samsung executives, securing productization approval. Notably, this work led to the launch of the smart refrigerator.

2012 – 2015 | Philosophie

Bringing product visions to life for startups and agencies

Before joining big corporations, I was immersed in Los Angeles’ Silicon Beach tech scene. I led interaction design for 10+ product launches across payment services, e-commerce, ed-tech, CMS, and more—one of which appeared on Shark Tank. This experience fueled my passion for cross-functional collaboration and cemented my path as a UX practitioner.

Teaching design

I enjoy being a part-time instructor, bringing real-world industry experience into the classroom. When I entered the digital product design field, formal programs were rare, and my peers all transitioned from diverse, non-UX backgrounds. With technology evolving rapidly, I’m passionate about bridging that gap—preparing students to tackle real-world design challenges with strong storytelling and persuasive design rationale.

Courses taught:

Advanced Interaction Design
Intro to Interaction Design
Prototyping
Systems Thinking
Sponsored Studio: Lenovo Collaboration

Mentoring and fostering communities

I find great joy in giving back to the community. In the early 2010s, I began volunteering and attending meet-ups, producing speaker events with AIGA for 100+ attendees and volunteering as an event moderator for Balanced Team and General Assembly, exploring better UX methodologies and spreading awareness.

During the 2020 pandemic, I joined online design communities to mentor recent graduates and career-changers entering the UX field, offering my services pro bono because I believe in supporting those seeking opportunities.

Alongside supporting the design community, I am passionate about breaking the bamboo ceiling for Asian-Americans and women. As an alumna of the Mount Jade West mentorship program, I recently helped produce the 2024 Women’s Leadership Summit, empowering Asian-American women in their professional growth.

Hi, I’m Joy.I help companies build things people love through great stories and an achievable vision.