Shu Jun Zhang
Shu Jun Zhang
A Service Designer, a Creative Thinker, and a Storyteller
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Projects
Projects
CX systems design
CX systems design
Use case: Strategic framework for digital banking communications
Use case: Strategic framework for digital banking communications
For customers, good digital communications equate good digital banking. We developed this framework to optimize the prioritization and delivery of customer-facing messages to increase engagement and consistency.
Experience optimization
Experience optimization
Use case: Bills & payroll set up
Use case: Bills & payroll set up
Customers do not set up their bill payments and payroll often but when that experience turns out to be a nightmare, it puts customer trust at risk. We redesigned the experience to ensure it’s consistent and easy to do.
Journey map manipulation
Journey map manipulation
Use case: Personalized cross-sell on .com
Use case: Personalized cross-sell on .com
This project explores using journey mapping to inform product and build requirements for new experiences informed by personalization capabilities.
Achievements
Achievements
Sustainability in digital services
Sustainability in digital services
2025
As part of learning initiatives at Scotiabank, I led the planning and delivery of a day-long event focused on sustainable design in digital services. With the team, we delivered a session on applying biomimicry to digital experience design and built a collaborative workshop to enhance existing experiences using sustainable design tools.
Scotiabank Future Fest
Scotiabank Future Fest
2022-2023
Future Fest is Scotia Digital's internal conference focused on elevating craft. I had the pleasure to present twice with the Service Design team, one on systemic thinking and the second one applying pluriversality mindset to day-to-day activities.
callout: Microintervention platform
callout: Microintervention platform
2021
For my design thesis, I designed callout, a digital and physical experience aiming to fight against microaggressions within educational institutions. With the emphasis on individual self-awareness, collective engagement, and knowledge sharing, Callout creates inclusive educational spaces for cultural minorities.
The project was nominated for the 2021 ACIDO Rocket Finalist.
Future of cryptocurrency & banking
Future of cryptocurrency & banking
2021
As part of a collaboration between OCAD University and Scotiabank, myself and three other design practitioners were tasked to consider how alternative currencies might be integrated into the Canadian market by 2030, with a focus on sustainability, emerging technologies, and future customer needs.
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