Northwestern University

Georgia Institute of Technology

Service Design Lead at General Motors

Currently leading Experience Readiness within GM’s Customer Experience org to map, connect, and align end-to-end experiences inside and outside the vehicle (i.e. app, marketing/sales, web/mobile, e-commerce, advisor, dealer, home energy, EV charging, etc.)

General Motors

Assistant Manager, Customer Experience - Experience Readiness

Previous role included working with world-class visionaries and doers to drive GM’s vision of a world with zero crashes, zero emissions, and zero congestion.  

Defining and validating new opportunities, products, and features that seamlessly connect and tie vehicle-centric and non-vehicle-centric experiences (i.e. app, web/mobile, e-commerce, advisor, dealer, home energy, EV charging, etc.) through holistic thinking that align customers, mental models, upcoming technologies and capabilities, enablers, processes, and systems.  

Responsibilities include:
- Service design leadership
- Design Thinking facilitation
- Workshop planning & orchestration
- Empathy research, testing, & storytelling
- Conceptual design
- Journey Mapping & Service Blueprinting
- Systems Mapping

Service Design Lead

Worked with strategists, researchers, marketers, directors, and external partners to lead research, identify, and prototype new programs and innovative services that support AARP’s mission to empower people to choose how they live as they age.  Projects include the following areas: health, financial security and wellness, home maintenance, insurance, medical devices, and lifestyle services/programs.

- Led multiple projects and facilitation sessions to understand opportunities for our aging population, 50+, using design thinking and innovation frameworks that included: organizing primary/secondary research, trend spotting, agile development, prototyping concepts/experiences for field testing, and refining/validating concepts to pilot new services/programs.  
- Coordinated with research vendors to plan and conduct 60+ qualitative empathy interviews with consumers, subject matter experts and various stakeholders to understand pain points, learn, and refine proof of concepts.  Managed quantitative studies to determine market sizing and concept validation for go/no-go decisions.
- Managed partnerships with various research vendors to discover new trends and insights, quantitative reports/studies, and opportunity areas which are then used to guide whitespace opportunities, additional research areas to further exploration, and concept ideation.
- Developed and managed project plans, trend reports, and prototypes/visuals to highlight research insights, review technologies and applications, determine market size(s), validate proof of concepts, and synthesize results for go-to-market strategies.

AARP

Innovation Manager

Previously was on the organizing committee and a coach for the 2020 DC Service Jam

In more than 100 cities around the world each year, design thinking enthusiasts join forces on a weekend in March for the Global Service Jam‘s weekend of service design to change the world. They are designers, artists, business people, mothers, community members, students, legislators and citizens. They meet with one goal in mind: to create, prototype, and publish a new service in less than 48 hours.
 
The DC Service Jam is a weekend-long workshop to develop new services, using design thinking tools like brainstorming, user research, and rapid prototyping & testing. The challenge is to identify and understand a real-world need based on a theme, ideate and prototype concepts, and deliver a solution by Sunday afternoon.

DC Service Jam

Co-Organizer

Had an amazing time innovating with a brilliant group of service designers and design strategists within Fannie Mae's Customer Experience Design (CXD) team to tackle the various challenges in the mortgage and housing industry through pioneering design thinking best practices and methodologies. We delivered new strategies and groundbreaking solutions using a variety of methodologies and techniques that included, but are not limited to: user research, human-centered design, design thinking, and co-creation. 

- Collaborated with a team of service designers and design strategists to research unexplored opportunities and deliver long-term, sustainable human-centered design strategies that include: affordable housing solutions, new sustainable communities, natural disaster recovery, and improving home buying and internal Fannie Mae processes.
- Facilitated human-centered design co-creation sessions that infuse research, empathy and creativity for which various stakeholders will develop opportunities or solutions that look at things holistically and systematically. Sessions also assist with stakeholder buy-in as well as provide collective ownership, vision, and project value.
- Developed flows, user journeys, service blueprints, prototypes, and visuals to highlight research insights and synthesis for various projects to communicate learnings and strategies.
- Coordinated with stakeholders to plan, coordinate, and conduct 50+ interviews, workshops, and service design methods that looks at numerous touchpoints to inspire innovative approaches and develop long-term strategies.
- Created project plans and timelines to understand and scope project needs/goals, vision, deliverables, and success. Also managed the team’s portfolio reviews, team syncs, and team “Genius Hours” to learn about the industry.
- Supported with problem-framing and facilitating Fannie Mae’s Sustainable Communities Innovation Challenge: http://www.fanniemae.com/thechallenge/

Fannie Mae

Sr. Service Designer (Contractor)

- Worked with account leaders and current/prospective clients to best leverage design-thinking approaches to uncover new objectives/opportunities, envision strategies, and set project direction that turn preliminary insights/research into new solutions or experiences that infuse research, UX/design, technology, and marketing/SEO.
- Facilitated design-led engagements that included best-user centered practices which infuse empathy, creativity, and strategy for the project members to ideate, innovate, and refine solutions that exceeds the client’s objectives/goals.
- Coordinated with multi-disciplinary teams to plan, prioritize, coordinate, and apply design led activities and methodologies that inspire innovative approaches, bold ideas, mission effectiveness, and operational efficiency.
- Planned and organized 6-10 week rapid incubation-styled projects that infused cross-functional team collaboration, design-led methodologies, and new technology to quickly understand the client’s long-term goals/needs and deliver innovative POVs or prototypes that focus on creating user-value first, then business value(s).
- Crafted detailed proposals, SOWs, project plans, timelines, and budgets/margins to understand and monitor project needs/goals, vision, deliverables, and success. Also managed multiple/various project and program work streams.
- Assisted with the development and validation of project insights, POVs, designs, and prototypes to communicate new discoveries and solutions based on customer needs, human research/behaviors, and/or new technologies.
- Facilitated sessions across stakeholders and various team members to establish trust, help break down complex technical and business problems/systems, drive alignment, and finalize decisions for innovative ideas/solutions.
- Provided project management oversight for the agency to successfully deliver projects upwards to $2,000,000+.

Huge

Project Manager

- Managed the agency’s talented creative and development teams in delivering innovative, holistic strategies that help global and national clients build their brand through design, retail & marketing, web, and brand development.
- Worked with clients and internal team(s) to identify market opportunities, integrate new technology, strategize plans, design/test prototypes, and launch new solutions to help companies grow their digital & physical presence.
- Facilitated innovation discovery workshops, design thinking strategies, and provided creative direction for various projects that required the agency to define, design, and build new user-centered goals and holistic objective(s).
- Oversaw and monitored qualitative and quantitative research plans, interviews, and testing plans to define and validate business objectives, find insights, and make informed decisions that will benefit targeted users.
- Supported the agency with project management duties & resourcing to the agency in delivering over 50+ projects for 10+ clients. Projects ranged from $20,000 upwards to $250,000 as well as yearly retainers of over $1+ million. 
- Partnered with a local beverage company to strategize and successfully market a new 4-step “shooter” drink for supermarkets and other retails. Deliverables included creating new product packaging, signage, and digital ads.

Look Listen

Sr. Project Manager & Strategist

– Managed the agency’s creative team to understand project needs and deliver solutions for national & global clients that include: new website launches, apps, company branding, e-commerce, and various marketing materials.
– Supported the agency’s Agile transition to increase productivity. Certified Agile ScrumMaster (CSM) since 9/5/16.
– Organized design thinking sessions, strategized research plans, and prioritized deliverables that iteratively understand client/customer needs, analyzing findings/results, and deliver holistic experiences that provide value to end users while increasing brand growth and loyalty.
– Created project briefs, plans, and roadmaps as well as provided creative direction and strategies for research, user experience (UX), and design teams to ensure successful project delivery (on time, within budget, and in scope).
– Partnered with a Fortune 500 electronic component company to strategize, develop, and launch a new website that markets their new business unit that focused on IT asset disposition (ITAD) and reverse logistics. Timeline from kickoff to website delivery and launch was 3 months (steps included discovery, design, development & QA). 
– Collaborated with a Fortune 500 communications company and various partners to ideate, design, develop, and build 10+ different digital fan interactions (i.e. apps, games, and marketing) in a 4-week timeline for two on-site exhibits. Exhibits supported a major basketball tourney and promoted brand awareness. 
– Worked with a major European CRM company to strategize and execute brand awareness projects that grow their US customer base and support their expansion initiatives within a 6-month timeline. Deliverables included: website redesign, digital brand guidelines, and various marketing engagements (ads, games, campaigns, and materials).

Project Manager, Creative

– Managed 50+ accounts focused around New Product Development (NPD). Responsibilities included providing strategic design consultations and managing project delivery. Clients ranged from entrepreneurs to Fortune 500.
– Facilitated new partnerships and supported clients’ new product development efforts by managing project research, UX, engineering, and design exercises to validate market needs and minimize product launch risks.
– Developed budgets and strategies that supported clients’ NPD innovation objectives to build products/services that will increase market share, integrate new technology, or build/establish company’s brand and retail presence.
– Administered new business development functions that included targeting, prospecting, cold-calling, forecasting, discovery, organizing SOWs, contract negotiations, project kickoffs, and closing/securing business deals.
– Served as liaison with Beyond Design team and various NPD directors, managers, and C-level executives to help identify opportunities, address problem areas, provide direction, and support project completion.
– Collaborated with a leading global industrial manufacturer to redesign a NextGen home automation device for residential, commercial, and industrial use. Redesigned components included creating a new visual brand (screen & plastic device casing) and enhancing the digital touch screen (UX/UI) to improve overall product usability.

Beyond Design, Inc.

Manager of Business Development

– Collaborated with UX and development teams to develop PQC Tracker, a subscription-based Project Management tool and program used to improve project compliance. Also worked on product research, wireframes, user flows, journey maps, screen designs, and user testing to ensure the best product experience.
– Partnered with a Fortune 500 company to develop beverage coolers, update vending machine standards, and launch new dispensing machines that promote new, delightful experiences and drive product sales.
– Coordinated a 3D Computer Aided Design (CAD) process to take old 2D plant drawings and convert them into updated 3D versions. This helped to mitigate risks of unseen obstacles for new planned product lines for another Fortune 500 food and beverage company.
– Facilitated a joint venture with PQC and a manufacturing firm to optimize manufacturing and production levels for a Fortune 500 food and beverage company. Increased output and simultaneously reduced line downtime.
– Appointed to a position on the PQC leadership team and PQC WeCare outreach program to ensure positive office morale and lead company’s community service projects
– Designed training documents and materials for project management and leadership development “boot camp” attendees to improve group dynamics and communication within work settings.

PQC International

Project Manager, GPDO (Global Product Development Office)

Architectural Wood Company provides kitchen cabinetry and other household equipment and products.

– Designed, prototyped, and manufactured home solutions and decor (i.e. cabinetry, furniture, lighting) using sustainable methods and recycled materials.
– Planned work schedules and installation times for kitchen and cabinet installations. Created bill of materials (BOMS) for installations to validate costs and materials.

Architectural Wood Company

Furniture Designer

– Worked as part of the build team that brought the “Love Nest” exhibit from idea to execution through drawing interpretation, content gathering, and exhibit building. Opened in February 2010.

www.museumofdesign.org/2011/03/lovenests-photographs-and-objects/

Museum of Design Atlanta (MODA)

Exhibit Design Intern

– Supported with quality assurance and part specifications for 55 different injection molded parts to improve rapid prototyping times.

Peter Nguyen