Company
WillPower
Role
UX Designer & PM
Year
2025
Key Contribution
Product Roadmap
User Research
UI & UX Deisgn
Usability Testing
INTRODUCTION
As Taiwan’s interior design industry continues to thrive, the country’s most influential professional association is seeking to expand its reach and modernize its operations. However, the organization has long struggled with an inefficient internal management system and an outdated member portal, preventing members from completing routine tasks online. This gap has led to serious information fragmentation and weakened member engagement and loyalty.
Recognizing these challenges, the association set out to design an integrated system that would streamline operations and strengthen connections with its members.
While the overall initiative spans multiple systems and user groups, this project focuses specifically on redesigning the Member Portal as the foundation for a more connected and efficient digital ecosystem.
0
Success rate
%+
0
Operational efficiency
%+
0
CSAT
%+
BUSINESS GOAL
To transition the association into a digital operation, our goal was to move core member services from manual processes to self-service adoption, thereby freeing up staff time and improving member experience.
PROBLEM STATEMENT
The existing portal was a single purpose payment gateway, its failure to support critical workflows has made the business goals impossible to hit.
01
Low cross-role visibility
Members couldn't track status; staff processed requests offline with no shared system state.
02
Manual workload
Admins spent nearly 40% of their time on clarification or manual data transfers.
03
Single-purpose experience
The platform only supported payments, leaving 90% of member tasks unsupported.
04
Scattered Information
Critical member data lived across emails and paper forms, leading to errors and loss.
STRATEGY & IDEATION
Our goal was clear: to architect a self-service system that automates workflows and drives daily value for members. The biggest challenge wasn't just building the features, but defining how these tools would look and function as a cohesive system rather than separate links.
We started by conducting user interviews and behavior observation across staff, management team, members, and non-members to get qualitative depth on the pain points behind the metrics.
A few major themes emerged that shaped our initial design thinking:
Motivation & Layout: HMW repurpose the current portal layout to make critical services (Events, Payments, Application Tracking) highly visible and not linear, encouraging members to explore and return daily?
System Trust: HMW make members feel confident in the system’s actions without needing to call staff? (This drove the need for real-time status tracking and auto-generated receipts.)
Workflow Logic: HMW design the admin backend and member portal to always share one source of truth, even when handling complex scenarios like installment plans or third-party payment callbacks?
Expand Use Cases
Drive recurrent member interaction beyond payment.
Centralize Information
Consolidate all critical information into one hub.
Streamline Workflows
Simplify both member tasks and administrative handoffs (frontend and backend).
Admin Console (Backend)
Master Order #12345
Total
$500
$500
Paid
$500
Unpaid
Show the Main order and unpaid
Member Portal (Frontend)
Master/Sub-Order Logic with Summarized Status
Admin Console (Backend)
Sub Order #12345-1
Total
$500
Show the unpaid Sub-order
Member Portal (Frontend)
Master/Sub-Order Logic with Simplified Front-end Display
Order #12345
Status undefined / Partial Paid?
Total
$1000
$500
Paid
Member Portal (Frontend)
Admin Console (Backend)
Order #
Amount
Status
12345
$1000
Pending
Unverifiable Status: Single status failed to reflect true partial payment.
Broken Automation: System couldn't trigger accurate reminders/dunning.
Accounting Mismatch: Led to major data integrity risks for auditors.
Single Order, Single Status
The most complex task was redesigning the Payment Orchestration model to handle multiple fee types and cash installments while maintaining financial integrity. We validated two distinct models:
Concept Iteration: Payment Orchestration Challenge
fINAL DESIGN hIGHLIGHT #1
Event Registration: Simplifying Participation
for All Users
Feature #1-1
Provide clear event information
In the old system, members found it difficult to locate event details or distinguish between member and non-member fees.
The redesigned Event Registration page focuses on clarity and accessibility, allowing users to quickly understand key event information within a single scrollable screen.
The layout is organized into four key sections — event details, location preview, user comments, and upcoming events, which creats a seamless flow that deepens users’ understanding of event context while fostering community connections among members.
Feature #1-2
Streamlined Registration Flow for Members and Non-Members
Because non-members do not have access to the member portal, the event registration page is embedded in both the Member Portal and the Official Association Website, allowing members and non-members to enter through separate pathways.
Member Register Flow
Non-Member Register Flow
Feature #1-3
Simplify Group Registration and Payment Management
01 Multi-Participant Registration
Supports multiple attendees under one company account, allowing administrative staff to register several participants at once in a single form.
02 Pricing Logic
Each company can register up to three participants at the member price. Any additional participants are automatically charged the non-member price during checkout.
03 Company-Based Record Management
All participant data is stored and organized by company, making it easy to review event attendance and engagement history.
04 Flexible Payment Options
Provides multiple payment methods including cash, bank transfer, and convenience store payment via third-party integration.
fINAL DESIGN hIGHLIGHT #2
Payment System: Multi-channel,
Multi-role Integration
Annual Fee
System auto trigger
New member fee
System trigger
Manual Creation
Secretary Trigger
Manual Creation
Registration Trigger
Vew History
Generate Certificate
Generate Receipt
Payment Completed
Transfers Funds
Input Transfer Details
Accounting System Intergration
Bank Transfer
Generate Slip
Download Slip
Pay in convenience store
ECPay Integration
Convenience Store
Pay In-Person
Secretary confirm
(update in system)
Order Created
Pending Payment
Payment Orchestration Workflow
fINAL DESIGN hIGHLIGHT #3
Information
Architecture Revamp
Old Version
Only two main functions, limiting user interaction
Unclear hierarchy, hard to find basic information
Visually outdated interface, with low information density
New Version
Streamlined structure for intuitive navigation across five clear modules
Simplified layout, faster user access and easier content discovery
Modernized interface design, emphasizing clarity and usability
fINAL DESIGN hIGHLIGHT #4
Application
Section Digitalize
Hand in paper forms one by one
Call or email to confirm progress
Missing and delay documents
REFLECTION
This redesign evolved into a comprehensive system transformation. It required rethinking how multiple user roles interact within a shared environment and how each action connects to broader workflows. Member actions now generate automated responses, structured data flow, and feedback loops that link different departments. Managing this level of complexity deepened my understanding of system design, communication flow, and the importance of maintaining clarity and coherence across diverse user experiences.
KEY LEARNING
Dive deep to discover the root cause beneath the surface
I learned that the real challenges in design are rarely visible on the surface. Only by combining qualitative research and quantitative data analysis can we uncover the hidden pain points and motivations behind user behaviors, rather than just fixing superficial issues.The true value of a PM/UX is designing behavior-changing experiences
This project taught me that a product manager’s role is not simply to deliver features, but to create contexts that influence user behavior and to validate every design decision through data.Timely cross-functional alignment is key to design impact
I learned that effective communication across functions must happen early and often. Timely alignment with engineering and business teams prevents misinterpretation of design intentions, reduces rework, and ensures that design decisions translate seamlessly into real product outcomes.
