Sabrina Ngai

I’m an experienced UX Design Lead focused on delivering impactful and intuitive digital products that help customers and businesses thrive together.

Get in touch

Download résumé

LinkedIn profile

My work in consumer facing native apps and websites span across fintech, real estate, mass media, and education industries.

Account Setup

CAPITAL ONE

Led an Account Setup experience for new card holders that keep them informed and motivates enduring engagement throughout their spend journey.

The Feed

CAPITAL ONE

Defined new components and interaction patterns for a centralized servicing messaging and insight framework that helps customers focus on what's most important and better manage their finance.

Search & Filter

PACASO

Envisioned, researched, and designed holistic experience for potential buyers to discover their dream second home in luxury destinations and attractions that appeal to their lifestyle.

Access

PACASO

Launched new product offering and marketing campaign for second home dreamers to gain exclusive access to early listings and new market launches.

Account Setup

Business Objective

An Account Setup experience for new card holders that focuses on leveraging key moments in the early relationship to make a great first impression and motivate enduring engagement. The hypothesis is that greater digital engagement will keep customers informed about account health and drive continuous spend.

Customer Benefit

Help customers make the most out of their new card and stay on top of their credit card bills by going paperless for convenience, adding the ability to choose automatic payments when adding a payment account to avoid missed payments and earning early spend bonus and rewards faster by adding an authorized user.

Research Process

I led my team through remote, unmoderated user research in testing prototypes to identify any usability and comprehension issues, and if participants were able to complete the task unaided.

The Solution

I conceptualized a break-through design vision for the next generation of Account Setup across iOS, Android and web platforms, defined new components and interaction patterns that moved some big needles for our customers, business, and partners.

The Feed

Customer Experience Vision

The Intelligent Feed is a centralized and personalized place for customers to find relevant servicing messaging and insights related to their accounts. The Feed will help customers focus on what’s most important. And it will inform, escalate, and help a customer better manage their finances.

The Design

Customer Experience Vision

I became involved in the Feed as it was approaching its planning and implementation phase where I helped evolve the Feed style, structure, and customer experience details.

The Design

I became involved in the Feed as it was approaching its planning and implementation phase where I helped evolve the Feed style, structure, and customer experience details.

The Research

I worked closely with Feed researchers to dive deeper into understanding the impact of our CX recommendations on customer perception and expectations.

The Partnerships

I built collaborative partnerships with other feature teams to evangelize the Feed, and help teams understand, design, and develop in the Feed framework.

The Roadmap

I worked with feature teams to understand their roadmap, future vision, and planned campaigns so that we can identify opportunities to elevate their message in the Feed.

Search & Filter

Customer Experience Vision

Before Pacaso launched its new search and improved filter experience, potential buyers were limited to browsing listings to find a home. My objective was to envision, research, and design a holistic experience for potential buyers to discover their dream second home in luxury destinations and attractions that appeal their lifestyle across all iOS, Android, and web platforms.

Test and Learn

Championed the customer experience and leveraged data analytics to hypothesize and test towards a new cohesive search and improved filter experience.

Customer Experience Vision

Evolve the Design

Leveraged design-thinking strategies to conceive and evolve a new way for top of funnel buyers to find homes in attractions that appeal to their lifestyle, resulting in higher engagement in home listings and conversions in home tours.

Stakeholder Design Reviews

Thoughtfully led weekly discussions in stakeholder design reviews and alignment for forward momentum.

The Result

The new search and filter experience resulted in higher engagement with home listings by 60%.

Access

Customer Experience Vision

Launch a new product offering and marketing campaign for second home buyers to gain exclusive access to early listings, new market launches, and receive a generous credit at closing.

The Design

Customer Experience Vision

I created the end-to-end Access journey from program introduction to its payment flow, marketing collateral, and success messages in iOS, Android, and web platforms.

Launch a new product offering and marketing campaign for second home buyers to gain exclusive access to early listings, new market launches, and receive a generous credit at closing.

The Design

I created the end-to-end Access journey from program introduction to its payment flow, marketing collateral, and success messages in iOS, Android, and web platforms.

The Partnership

I collaborated with marketing partners to provide creatives for marketing campaign and enrollment messages for a cohesive experience.

Let's get to know each other.

Get in touch