Lisa, a seasoned UX designer at Coupang Eats, has been leading various design projects with her extensive experience. Today, we sat down with her to dive into her career journey, growth, and her experience at Coupang Eats. Let’s meet Lisa.
Hello Lisa, please introduce yourself.
Hello, I am Lisa from the Coupang Eats UX team. I have been building my career path by exploring various working environments, collaborating with diverse colleagues, and seeking opportunities for growth. This led me through a dynamic array of settings, including both domestic and international corporations, as well as startups. Recognizing the potential for further growth as a Designer, I joined Coupang almost 3 years ago. As the organization grew, my role evolved, especially in defining my position as a Product Designer.
Can you describe approaches to leading design initiatives as a design lead?
Our team operates under three fundamental approaches to drive efficient problem-solving and impactful outcomes.
Firstly, we define a problem. This initial phase involves robust discussions centered around customer pain points, identifying focal issues, and setting clear objectives. Collaborating closely with Product Managers, we meticulously analyze qualitative and quantitative data from multiple perspectives laying a foundation for actions.
The second step involves reviewing the current UX flow based on defined problems and deriving potential outcomes. Designers explore diverse avenues while scrutinizing the existing customer experience. Taking ownership of initiatives, we orchestrate discussions with team members, designers, PMs, and content strategists to refine and enhance our solutions.
The final stage entails persuading key stakeholders about our proposed solutions by addressing customer pain points and aligning with team objectives. Clear and logical explanations coupled with robust rationale ensure buy-in from leadership.
Given your extensive experience leading various design projects, please share a project that you have spearheaded.
At Coupang Eats, we have design teams dedicated to merchants, delivery partners, and customer experiences. I have been able to transition from the Merchant UX team to Customer UX team, giving me the opportunity to work on a variety of initiatives and gain more experience. Numerous customers who interact with Coupang also utilize Coupang Eats, and they can access various benefits across both platforms. Hence, we are actively exploring strategies to efficiently convey these advantages to our customers and to enhance a seamless experience integration between Coupang and Coupang Eats. Designing within Coupang’s expansive ecosystem offers distinctive opportunities that I believe are unparalleled.
You made accomplishments in various initiatives at Coupang Eats. We are intrigued by your methods for fostering creativity.
There are two points I find important when it comes to creativity as a Product Designer. First, to maintain a curious mindset, it is vital to interrogate the reason behind a problem and explore potential solutions. Second, being proactive in initiating discussions and logically persuading others of the proposed solutions. Applying various feedback into the designs and experiences from a holistic perspective is crucial.
Within Coupang Eats, our work methodologies prioritize in-depth exploration, fostering constructive discussions rooted in trust. Through such processes, I am confident that Coupang Eats designers can approach their work with heightened creativity and continue to thrive professionally.
It is widely known that data-driven approaches are paramount for designers at Coupang. Could you elaborate more?
I believe that adopting a data-driven approach is crucial. While it may be easy to assume that what bothers me would also similarly affect customers, the actual quantitative data and qualitative interview findings of customers may reveal differences.
As Product Designers, we consider not only user problems and needs, but also business requirements. By addressing issues of customers and businesses, while also taking a data-driven approach, Coupang Eats designers can focus on the product's direction and address root causes.
At Coupang Eats, the UX team is dedicated to providing the best experience for our customers. We strive to create solutions that address the root cause of problems based on data, and the designers grow through various opportunities and challenges in this journey. If you are interested in growing your career with us, explore more on Coupang.jobs to find career opportunities.
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