Typically, in the Retention stage (Upsell stage) - a lot of factors can be contributed to your customers' decision making: To continue to use, or to churn. In my past experience, a lot of these have to do with: 1. Pricing - How expensive or how cheap the next subscription would be. 2. Value Added Services - Are there any additional supports that you guys can provide us if we sign the deal? "Can we get a dedicated CS member to support us?"

I joined Saleswhale in January 2019 as their second product designer. Joining a Series A stage company has been quite an exhilarating journey for me. Here are some takeaways and observations that I’ve gained from working in a startup. …

How might we create an online community that inspires meaningful participation and increase the sense of belonging among the users. — In the past, whenever I talk to people who are curious about Viki or Soompi, I will always bring up the fundamental concept behind these two services — the community. One of the biggest misconceptions about online communities is that these services tend to run by themselves. That’s not true…

Just like any other skillset, the only way for you to be good at it is to keep doing it. — This is the same for facilitating design workshops. Over the years, I had the opportunity to facilitate many Sketchstorming sessions. Along the way, I’ve clustered a few big areas that need improvements. Most of them are the mistakes that I have personally made in the past while conducting these workshops…

5 reasons why photography is the best hobby for designers If you are a full-time designer like myself, you’d be surprised at what you can do with photography, and how it can help you in improving your design skills. I personally know that there are a lot of designers use…

Maximizing Content Discovery and Reducing Bounce Rates — Creating a thoughtful user experience centers on a seamless customer experience, but also focuses on effectively addressing the company’s business objectives. Although the homepage may not be the most important page on Viki, most users still visit Viki through its home first. Hence, from a business perspective, we cannot deny…

Some key takeaways from the book, Design My Privacy by Tijmen Schep. Introduction Over the past years, there has been a growing privacy concerns in the cyber world. When we think of privacy and security related topics, we tend to assume that they belong to the jobs of security and legislative…

So, how did it go? — I would like to take a throwback through the past one and a half years at Viki. This is not a motivational or a how-to article. Just some personal thoughts that I think it’s important to write them down. …

Some quick ways to make your sites more inclusive — Web accessibility is not new. It has been around for almost 19 years, it was started by The Web Accessibility Initiative back in 1997. However, until today, it is still largely being ignored by most product designers and developers. Furthermore, there are many misconceptions about accessibility which prevent people from…