Yung-Hsuan (Grace) Tien

Digital Transformation/ Scrum/ UX/ Digital Product & Product Manager with 5 year+ experience in ecommerce, startups, digital products, websites, and apps.

  Taipei City, Taiwan      

Highlights


  • 5+ years' experience in digital transformation, Scrum, and product/project management.
  • 2+ years' experience in educational tech startup team, lead product development from user interview, wireframe, prototyping, to coding and launch.
  • 6+ years' experience in quantitative research and data analysis.

Work Experience






Digital Commerce Supervisor

Nu Skin Taiwan

May 2019 - Present
Taipei, Taiwan

Roles & Responsibilities:

  • Responsible for digital transformation in NU SKIN TW, such as Scrum facilitation, Customer Experience (CX) Optimization, digital analytics, and organization of multi-channel digital communication and marketing.
  • Collaborate closely with Global CX team and Global Digital Analytics team to localize global strategy in TW market.
  • Launch and facilitate first cross-functional Scrum teams in Nu Skin TW, assist local cross-departmental stakeholders from understanding customers (consumers/ leaders/ employees) needs, creating wireframes, specifications and data requirements.
  • Collaborate closely with data experts and IT in implementing GA/GTM, Firebase, Hotjar, and Qualtrics to track digital experience data from zero.
  • Form and lead the cross-functional digital campaign solution scrum team of 4 people, manage project roadmap, backlogs, risks and issues, and report team updates to management level.
  • Controlling budget and leverage the value of external agencies.

Key Achievements:

  • Scrum Facilitation & CX Optimization:
    • Introducing Scrum and CX Journey Map to Management level and core members through 5+ internal and external consultant workshops.
    • Launch and facilitate cross-functional Scrum teams from demand gathering to new NUTOWN web/app features launch - “Personal Offer”, “Success Trip Qualification “, and “Vera Skin Consultation”.
  • Digital Analytics:
    • Design and build up TW CX journey Dashboard, tracking key indexes from customer journeys – Learn, Act, Repurchase, Share, Qualification, and Communication.
    • 2+ internal digital data onboarding training to Management level and facilitate +80% data-driven decisions.
  • Digital Communication:
    • Start tracking performance from digital communication channels – SMS, App push, LINE, FB, Group, Campaign, KOLs.
    • Generating digital leads for our new products – Nutricential and Brighter, creating +50% new users, and ROAS 16.4.

User Experience Researcher

Rakuten Taiwan

November 2018 - March 2019
Taipei, Taiwan

Roles & Responsibilities:

  • Collaborate closely with PMs, UX designers, UI designers in exploring user needs.
  • Conduct qualitative and quantitative research to explore consumer needs and convert insights into possible solutions and business opportunities.
  • Utilize user research methods, such as journal, card sorting, user journey, persona, KANO modal, System Usability Scale (SUS), Net Promoter Score (NPS), Likert satisfaction score, etc. to explore user needs.
  • Report research finding to stakeholders and all employees on a regular basis.
  • Lead an assistant in understanding research and statistic methods.

Key Achievements:

  • Conduct Rakuten Super Point research, define four type of point users – proactive user, money-safer, optimists, and passives – and come out with potential solutions to attract specific type of users.
  • Conduct large scale (10,000+) NPS and satisfaction questionnaires and find out key factors of user recommendation.

Service Designer / Digital Product Specialist

School of Continuing Education, Chinese Culture University

July 2016 - November 2018
Taipei, Taiwan

Worked in the User Experience Design Sector of Educational Technology Business Department, a tech startup team.

Roles & Responsibilities:

  • Collaborate closely with product supervisor and UI designer to create product portfolio, UX framework and workflow at the very beginning stage of product development.
  • Conduct user research and interviews to explore user needs, and convert insights into the value proposition.
  • Translate user stories and business requirements into specifications, wireframes, and UX flow.
  • Optimize product developing process:
  • Introduce UI prototyping technique (e.g. Invision, Prott) and reduce communication costs. (https://invis.io/S9NCQBGA8BR)
  • Facilitate Scrum and Kanban process, and be the bridge between UI designers and engineers by building consensus about task priorities.
  • Define and apply data tracking (Firebase and App Center) to our product.
  • Define and establish multi-language development in our App and administration website.

Key Achievements:

  • Build Qubo – Smart Room Assistant from zero to MVP and Launch in 2 years.
  • Pitched and demonstrated our product in front of potential investors in Xiamen (http://xm.fjsen.com/2017-10/19/content_20279523_all.htm ).
  • Awarded the 2017 Golden Thumb Team (the Top 5 most productive departments of the year).

Side projects:

  • Attended 2018 NASA Hackathon won a special prize – 環宇關懷獎 by building a weather learning platform within 48hr. (Pitch PPT: http://bit.ly/2SGviN7 )
  • Attended Haoshi Bootcamp in August 2018. Brainstormed ideas, built business model, prototype, and pitched within 3 days. (Experience sharing: http://bit.ly/2Ne9EQW )
  • Gave a lecture about UX career and work experiences to undergraduate psychology students in April 2017. (http://bit.ly/2NFAiSu )
  • Joined the concept development & idea generation session in the beginning of class interaction APP - iCan, the Online Learning Circle.

Graduate Research Assistant

Psychology Department, National Taiwan University

September 2013 - January 2016
Taipei, Taiwan

Worked in Explorer of Perception and Attention Lab (EPA), directed by Prof. Su-Ling Yeh .

Roles & Responsibilities:

  • Investigated visual perception and attention issues, and asked questions about human consciousness.
  • Designed quantitative research methods, recruited participants, conducted both behavioral and Event-related potential (ERP) visual experiments, and drew conclusions by data analyzing.
  • Literature review and data report on a regular basis.

Key Achievements:

  • 2 journal publications, e.g. Cogn Affect Behav Neurosci, and PLOS ONE.
  • 5 international conference poster presentations, e.g. 2015 19th ASSC, 2014 10th APCV.
  • 2 local conference oral presentations, e.g. 2014 53th TPA.

Visual Perception Research Intern

Himax Imaging

July 2015 - August 2015
Taipei, Taiwan

Roles & Responsibilities:

  • Define possible research projects related to visual perception and image quality.
  • Literature review and report on a regular basis.

Key Achievements:

  • Introduced and established visual research methods for the image sensor company, as the first psychological background intern.
  • Accomplished the first visual research project – The subjective perception of light damping algorithm and gender difference – as a starting point of psychological research in Himax Imaging.

Education


2013 - 2016

National Taiwan University

Research and Experimental Psychology

  • Thesis: Role of Consciousness in Temporal Integration of Semantic Information
  • Advisor: Prof. Su-Ling Yeh
  • Specialized Area: Consciousness, Perception, Attention, Cross-modal Integration
  • Skills: Experimental Design, Quantitative Research, Data Analysis, Problem-Solving


2009 - 2013

Kaohsiung Medical University

Psychology

  • Specialized Area: Experimental Psychology, Perception, Cognitive Psychology
  • Recruiter of Art and Handicraft club

Skills


   Scrum master certification      Product Management      Product Owner Certification      Product Owner      UX Design      UX Research      Wireframing and Prototyping      HTML/CSS      Presentation & communication skills      Trello      Teams      Google Analytics      Firebase Analytics      Datastudio      Hotjar      Qualtrics      JavaScript      Google Drive   

Languages



   English — Fluent      Chinese — Native or Bilingual   

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