Perspective
Most digital experiences are still designed screen by screen, but people don’t experience products that way. People move across journeys—through touchpoints, systems, and moments that are inherently connected, whether we design them that way or not. The real problem is not the screen. It is the system behind it.
Designing better interfaces is no longer enough.☝️
Today, organizations operate within rich ecosystems of tools—design systems, content platforms, analytics, and AI. Yet even with these capabilities, experiences often feel fragmented.
Not because teams are not optimizing—but because optimization happens in isolation.
The work now is designing how everything works together:
• how journeys connect
• how platforms support them
• how intelligence informs them
• how decisions scale across the system
Strong enterprise experience systems align human-centered design, operational performance, and responsible AI—not as separate efforts, but as a coordinated system.
Tools like Figma enable design execution. Platforms like Google enable data, experimentation, and AI. But tools alone do not create coherence.
They do not define how journeys, platforms, intelligence, and governance connect into a system that works. This requires connecting experience strategy, technology platforms, and governance from the start—so digital ecosystems function as cohesive, resilient systems, not fragmented interfaces.
This work often lives in complex, mission-driven environments—where systems serve large audiences, where reliability is essential, and where fragmented experiences create real consequences.
In these contexts, improving a single interface is rarely enough. Connecting the system is what creates impact. In the age of AI, experience is no longer just interface design.
It is architecture.☝️
What This Work Enables
This approach helps organizations move from isolated UX efforts to coherent experience systems by:
• Defining outcomes across customer value, business value, and trust
• Architecting journeys across complex, multi-touchpoint ecosystems
• Designing scalable platforms including design systems and content structures
• Integrating intelligence and responsible AI into experience operations
• Aligning teams and governance across design, engineering, and decision-making
Background
Growing up in Hong Kong—a city where transportation, density, and culture operate as interconnected systems—sparked an early interest in how people navigate complexity. After moving to the United States during high school, it became clear that environments shape how people behave, interact, and understand systems.
This perspective first took shape through interior design—studying how physical space influences behavior, how people move through environments, and how design quietly guides those movements.
As the world became increasingly digital, that same curiosity evolved into a new question:
How do people navigate complex information? 🤔
Graduate and post-graduate studies in user research and information architecture focused on how information can be structured so people can understand and use it. Over time, the work expanded beyond individual interfaces to the systems behind them—journeys, platforms, data, and governance.
Today, Viv’s work centers on designing experience architectures that bring these elements together—so large-scale digital environments operate coherently, responsibly, and at scale, with a thoughtful and human touch.
Selected Impact
• Led web operations and UX strategy for a platform serving 2M+ monthly users
• Oversaw digital publishing across 200K+ content and data assets
• Implemented research-driven improvements to enhance usability, accessibility, and clarity
• Coordinated cross-functional teams across design, engineering, and content operations
• Contributed to consistently high customer satisfaction and performance outcomes
Education & Academic Foundations
Master of Arts — Interactive Design & Game Development
Savannah College of Art and Design
Morris Scheer Fellowship Award
Savannah College of Art and Design
Morris Scheer Fellowship Award
Doctoral Studies — User Research & Information Architecture (coursework completed)
University of Baltimore
University of Baltimore
Master Certificate — Information & Interaction Design
University of Baltimore
University of Baltimore
Bachelor of Fine Arts — Interior Design
Virginia Commonwealth University
Virginia Commonwealth University
Credentials & Affiliations
• Presidential Management Fellows (PMF) Mentor
• Certified Usability Analyst (CUA)
• Certified Scrum Master (CSM)
• Certified Scrum Product Owner (CSPO)
• Lean Six Sigma Green Belt