Design Thinking Initiative

Competitor user experience research was the entry point for easy understanding of the overall digital experience and customer needs. A quick user experience assessment of Swire Properties existing mobile apps was conducted and used to demonstrate the difference for stakeholders to identify the potential problems and overall pros & cons easily. In this case, further research for non-mall loyalty programs was conducted to provide insights into the collaboration with other group services. To influence the stakeholders and other teams to adopt a design thinking framework into the development process, a recommended customer journey was provided based on the findings to highlight the importance of validation - Through the primary research to listen and understand Swire Properties customers' needs and review the workflow to balance the customer needs, business requirement and technical. After the initiative, design thinking workshops to be organised to further support and make the alignment with the stakeholders and other teammates in the long term.