PC Nguyen

SERVICE, PRODUCT & EXPERIENCE DESIGNER

Hi.

I'm a human-centered strategy leader who designs and manages innovative services, products and marketing campaigns.

I love complex problems. My expertise is in turning them into opportunities. For 15+ years, I have been designing and delivering exciting, innovative solutions and experiences for pioneers in health care, hospitality, consumer retail and entertainment, including Penn Medicine, Mayo Clinic, Bayer, Anheuser-Busch and Warner Bros.

Driven by data, led by empathy.

I rely on data to help me uncover the true problem and who it's affecting most. But to get the full story, you need to speak to customers as well. My background as an empathetic researcher who is passionate about the voice of the customer comes from my experience as a professional storyteller and reporter who has been published and interviewed in mainstream media including the Los Angeles Times, PBS-TV and Conde Nast Traveler.

I also strongly believe in collaboration. I have a successful track record of aligning cross-functional teams toward measurable impact that meets business goals.

My Skills

Product, Service & Experience Design & Strategy

Mixed-methods research
Personas
Rapid prototyping
Service blueprints
Strategic foresight
Trends
UX research and strategy
Workshops

Blueprints
Competitor analysis
Content strategy
Contextual inquiry
Design thinking and strategy
Experimentation
IDIs
Journey maps

Product Management

Agile/scrum
Business goals/ROI
Stakeholder alignment and engagement
Value proposition
Voice of the Customer

Portfolio

Virtual-First Primary Care Pilot and Scale / Penn Medicine Lancaster General Health

Challenge: Access is a major problem in the traditional primary care model, where patients may wait up to several months to see their PCPs.

BP Pal / Penn Medicine Lancaster General Health

Challenge: Testing and validating escalation pathways of an early-stage pilot of an SMS-based hypertension monitoring program.

International Digital Front Door for Spanish and Arabic Speakers / Mayo Clinic

Challenge: Make the international digital appointment system for patients in Spanish- and Arabic-speaking countries more user-friendly.

Redesign Health Rebrand / Redesign Health

Challenge: Rebrand venture fund and health start-up builder Redesign Health’s communication and messaging to better reflect its vision.

The Civic Innovation Playbook / CivicoLabs

Challenge: Design a new approach for start-ups and innovators to partner with local governments for true civic transformation.