Design Lead
Digital Products /
Service Experiences
RUBEN SUN
Research, Strategy, UX
My practice cuts across research, strategy, and UX design — with an emphasis on discovery (problem and solution framing). I approach complexity with a systems-thinking mindset, human-centered empathy and rich contextual understanding.
Missing Package Service CRM
Purpose built customer service CRM
for missing package requests
for missing package requests
CASE STUDIES
USPS
Product Management / Product Design
Hotel Property Management System
Task coordination — facilitating property maintenance, room preparation and guest servicing
MULTINATIONAL HOSPITALITY COMPANY
Product Management / Service Design
Innovating Retirement
Product and service concept backlog creation for customers and advisors
FINANCIAL SERVICES PROVIDER
Product Strategy / Service Design
Retail Analytics Platform
Ground up platform re-design for marketers and planners
NATIONAL PHARMACY
Product Strategy / Product Design
ADDITIONAL PROJECT HIGHLIGHTS
Ground up redesign of audio streaming app — encompassing the content library, play controls, user history and favorites — with the aims of driving greater subscriber loyalty and listener engagement.
Management of global design library for the mobile banking app for Citi. Implementation of new product features relating to account management, transactions and account activity.
Development of an operating model and service design definition for a holistic care platform for patients of heart failure with the aims towards treatment adherence and the reduction of patient re-admission costs.
SIRIUS XM
Audio Streaming App
Product Design
CITI
Mobile Banking App
Product Design
HEALTHCARE CLIENT
Heart Failure Patient Care Platform
Design Ops / Service Design
Landscape Analysis, Competitive / Comparative Analysis, Qualitative Research, Observation
Discover
I've practiced design across a variety roles in different environments, leveraging different process models (HCD — double diamond, Lean UX / GV design sprint, Kanban, Scrum).
Fundamentally, at it's core, design is about gathering insights in context (discovery), sense making and solution framing (definition), and solution ideation (design).
Fundamentally, at it's core, design is about gathering insights in context (discovery), sense making and solution framing (definition), and solution ideation (design).
APPROACH
Define
Design
STRATEGY
Alignment + Co-Creation
Blueprinting / Journey Mapping, Behavioral / Attitudinal Modeling, Problem Framing, Vision Definition, Value Framing
Solution Architecture, Backlog Creation, Product Roadmapping, Concept Ideation
Heuristic Evaluations, Contextual Inquiries, Card Sorts, Concept Validation, Usability Testing
Process Modeling, Functional Modeling, Content Modeling, Interaction Modeling, Design System Creation
Interface design, Prototyping
DESIGN
Experiences / Applications
INDUSTRY EXPOSURE
Financial Services
Insurance
Retail
Publishing
Media and Entertainment
Shipping
Hospitality
Healthcare
Insurance
Retail
Publishing
Media and Entertainment
Shipping
Hospitality
Healthcare
I came into the practice as a generalist; what we call a "full stack designer" today. I've since involved myself more towards upfront problem and solution framing.
I'm currently seeking environments and roles where design is involved in both strategy and execution.
I'm currently seeking environments and roles where design is involved in both strategy and execution.
