George Lam seated outdoors by the sea at sunset.
George Lam seated outdoors by the sea at sunset.

Senior Product Designer in Japan

I design fintech, e-commerce, and consumer products at Paidy, Philip Morris Japan, and Rakuten—turning complex journeys into clear experiences.

Selected results: 61% more Passkey adoption and 15.28% higher e-commerce conversion.

Paidy (PayPal Group)


Paidy mobile screen prompting Face ID setup for Passkey sign-in.

FEATURED CASE STUDY · FINTECH AUTHENTICATION

Increasing Passkey Adoption Through Behavioral UX

Progressive onboarding increased adoption by 61% and reduced SMS authentication costs by 30%.

Paidy Merchant Dashboard with Japanese transaction summaries, charts, and navigation.

SYSTEMS & SCALE · MERCHANT PLATFORM

Scaling the Merchant Dashboard Experience

Reorganized navigation around merchant workflows and created a reusable component foundation for future growth.

Four-stage UX validation framework: Identify, Verify, Goal, and Validate.

PROCESS LEADERSHIP · DESIGN OPERATIONS

Creating a Scalable UX Validation Framework

Aligned Design, Product, and Engineering around a repeatable Identify → Verify → Goal → Validate process.

Philip Morris Japan


IQOSPHERE rewards dashboard shown on desktop and mobile.

GROWTH & DESIGN SYSTEMS · E-COMMERCE

Localizing IQOSPHERE for Japan

Research, workshops, and scalable components contributed to 15.28% higher conversion, 29.48% more returning users, and a 3.25% NPS improvement.

Earlier Product Work — Rakuten


Rakuten Travel booking search shown on a laptop and phone.

Rakuten Travel

Simplified the search and booking journey, reduced navigation friction, and achieved an 8.3-point improvement in System Usability Scale during usability testing.

Weekend+ mobile travel planning screens with destination inspiration and itinerary options.

Weekend+

Led the experience from discovery research and design-sprint facilitation through prototyping and delivery, helping launch a new mobile travel-planning experience in 2019.

I enjoy solving complex product problems where user behavior, business goals, and technology intersect.

If you're building products that require thoughtful UX strategy and measurable impact, I'd love to connect.