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.

Selected Product Design


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

PAIDY · AUTHENTICATION & EXPERIMENTATION

Increasing Passkey Adoption

Designed progressive onboarding and evaluated it with approximately 10,000 existing users before a staged rollout. Adoption increased by 61% and SMS costs decreased by 30%.

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

PAIDY · DASHBOARD & COMPONENT DESIGN

Redesigning the Merchant Dashboard

Translated feedback from ten merchants into clearer navigation, dashboard hierarchy, and reusable UI components. The refined design received a 4.5/5 satisfaction rating.

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

PAIDY · PROCESS LEADERSHIP

Creating a Shared UX Validation Framework

Established a shared validation process with Design, Product, and Engineering. Piloted through one project per designer before wider team adoption.

Consumer Product Design


IQOSPHERE Japan loyalty experience shown on desktop and mobile.

PHILIP MORRIS JAPAN · RESEARCH & UI DESIGN

Localizing IQOSPHERE for Japan

Used NPS reports, surveys, and member segmentation to shape a localized web and LINE experience, supported by high-fidelity prototypes and reusable components.

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.