Hi! I’m a design thinker and do-er.

With a deep focus on the entire customer and employee journey, I take a holistic view, ensuring that every interaction aligns with the bigger picture. My goal is to drive business success while enhancing the overall experience across the ecosystem. I constantly ask, "How is the team performing? What’s the status quo, and where can we elevate the experience?"

Over the past 15 years, I’ve grown from a Service Design and UX designer into a leader who champions design thinking and user research. I excel at solving both front-stage and back-stage challenges, facilitating meaningful conversations with users and stakeholders, ensuring alignment, and driving impactful decisions that resonate across the organization.

Design & Customer Experience Strategy

Steering design projects to fit with big-picture business goals, sparking innovation, and getting different teams to work together. I’m all about blending creative vision with practical needs and showing how design makes a real impact.

Collaboration & Workshop Facilitation

Align teams, spark ideation, guide decision-making, and define actionable next steps using proven methods that energize and inspire, fostering creativity and collaboration to achieve impactful results.

Design Leadership

For the past 5 years, I have been mentoring design teams, building strong cross-functional relationships, and fostering a collaborative community. I ensure exceptional work by delivering high-quality results on time and within budget, while driving creativity and innovation.

Service Design

Systematically looking at an experience, by mapping complex ecosystems to pinpoint critical connections, ensuring that every interaction—both front-stage and back-stage—creates a seamless experience. I orchestrate these connections to align with user needs and business goals, delivering value at every touchpoint.

User Research

My expertise in user research guides teams to uncover insights about user needs, behaviors, and pain points. Overseeing research strategy, methodologies, and execution, ensuring that findings inform design decisions and drive user-centered solutions. Translating research into actionable recommendations.

UX Design & Prototyping

With over 13 years as a UX practitioner, my default is to lead by prototype and sketching, to drive quick and efficient ideation and validation of ideas, using whatever tools that are current and available.

“

I love working with Jackie. Before I worked on a project with her - I saw and felt her presence everywhere, wherever she was engaged she left a trail of positive tales and incredible work. When I finally got to work with her this year I could see why. Somehow, during a potentially stressful project

she brought a clarity of purpose and a methodical mindset

to our problems that was very generative and allowed us to create strong work while also having a good time! This is what I look to in design leadership - and Jackie has it in spades!”

Service and Interaction Design Lead

Josh On, Fjord/Accenture Song

“

Jackie is the true definition of a design leader. She not only excels as an experience designer herself, but is also able to drive teams and projects forward with mastery, thoroughness, and grace. Her ability to dive into the details and then step back to look at the project more strategically makes her one of those rare UX unicorns you feel lucky to have crossed paths with."

Design Leader, Partner

Fabricio Teixeira, Work & Co

“

Not only is she a supremely talented yet strategic designer, she is a fearless leader, great with both internal teams and with senior clients and client teams.  I worked with Jackie on business development, projects and as part of a leadership team at Fjord, and my role and life at work would have been not only so much harder, but filled with a lot less joy without her.  She is always bringing new ideas to the table, is incredibly proactive and cares emphatically about the wellbeing and happiness of her whole team.

Clients adore Jackie for her down to earth yet well thought out approach to program planning and delivery

and she allows and actively encourages her team to take the space needed to create wonderful deliverables. She is an excellent people developer."

Design Operations and Program Management Lead

Olivia Wilkerson, Fjord/Accenture Song

“

Jackie has been an instrumental leader and coach in helping me navigate the early years of my career. Being in the presence of her badass Asian female leadership is something I'll never take for granted; she inspires me to tackle the glass and bamboo ceiling by challenging the systems around us that don't celebrate inclusivity nor include that POV into designing a better world.

Jackie created a space and culture where I felt I could bring my whole self to work.

I am so grateful to have worked alongside Jackie these past few years and know that anyone who crosses her path will understand my sentiment of gratitude."

Digital Strategy Lead

Katie Chung, Launch by NTT Data

“

Jackie is an amazing design leader- not only does she successfully manage and deliver against client expectations in the most demanding corporate environments, she also is one of the single strongest people champions for her own teams. She is the type of design lead who attracts the best talent to her- to learn, to grow and to ultimately be better people."

Design Leader, Founder

Steven Boswell