Hi, I’m Joy.
I help companies build things people love through great stories and an achievable vision.

My current role is to help my team clarify ambiguity and align cross-functional roles so together we can solve complex problems in the enterprise software industry.

My Values

One balanced team

Building a product is a team sport. Bring others along and collaborate to achieve greater ripple effect.

Stay curious

Get behind the why and how, whether it’s user needs or a strategic decision, so alignment comes naturally.

Ask the right and tough questions

Things get messy in product development lifecycle, help the team get comfortable addressing the elephant in the room.

Always tell a story

Best way to get buy-in is to build empathy: get stakeholders invested in user journeys.

Selected works

2021 – Present | ServiceNow

Elevating the post-sales customer experience

I lead design strategy for Impact, ServiceNow's post-purchase customer success platform, partnering with VP and Sr. Director stakeholders to define a multi-year roadmap. Impact shipped in a record 11 months and became one of ServiceNow's most successful releases to date, driving significant CACV growth. My role on Impact grew from design lead to manager to a team of 1 design manager and 7 designers across various verticals.

2025 – Present | ServiceNow

Modernizing product onboarding and setup for the enterprise

I lead design strategy for Setup, a platform capability now adopted across 8 products and its tiered SKUs. Most customers are experts at running their own business, not an enterprise platform, and fragmented tooling made setup slow to plan and execute. My team of 4 built a unified setup experience that’s helping customers get up and running with confidence.

2017 – 2019 | Google Hotels Search

Organizing hotels and lodging information for travelers around the world

As an avid one-bag traveler, I took pride in designing a product I personally use — Google’s hotel search. Leading the expansion of hotel search to include vacation rentals, I contributed to a 10x increase in search conversion in 2019. I also improved hotel promotions, enhancing user trust in ads and driving a 12% revenue boost.

2019 | Google Hotels Search

Establishing a robust hotel amenity content infrastructure for better search experience

Inaccurate or outdated amenity information disappoints travelers and costs hotels bookings. Working with a content strategist and engineers, I enhanced the amenity schema and found that many amenities change seasonally, giving hotels real incentive to keep it current via Google My Business.

2015 – 2017 | Samsung Electronics America

Reimagining a future with smarter, proactive home appliances

As part of the Product Innovation Team, I specialized in transforming hardware specs into compelling stories. Collaborating with product strategists, I identified future trends and delivered 3-5 year vision concepts to Samsung executives, securing productization approval. Notably, this work led to the launch of the smart refrigerator.

2011 – 2015 | Miso Media, Philosophie

Bringing product visions to life for startups and agencies

Before joining big corporations, I was immersed in Los Angeles’ Silicon Beach tech scene. I led interaction design for 10+ product launches across payment services, e-commerce, ed-tech, CMS, and more—one of which appeared on Shark Tank. This experience fueled my passion for cross-functional collaboration and cemented my path as a UX practitioner.

Hi, I’m Joy. I help companies build things people love through great stories and an achievable vision.