Crystal Yan

Product Manager

Designing in Crisis

Case Study Conference Speaker
Workshop Instructor
April 28, 2023

In a place far from home, how do refugees and asylum seekers find information about and understand how to navigate a complex government process of applying for asylum? In this presentation, I’ll share how our team conducted human-centered design research with asylum seekers for the US asylum program, how those insights illuminated areas of improvement for content strategy and service design, and how we redesigned content and services while balancing needs for ease of use and data security.

Finally, I'll show how design strategy work illuminated the need for overhauling our overall organization's strategy. You'll leave this session with insight into the opportunity and impact of thoughtful product strategy in government, examples from specific case studies featuring the work of the United States Digital Service in designing products and services for asylum seekers, and lessons learned from conducting design research with vulnerable communities.

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Crystal Yan is a product manager and designer focused on designing product experiences that customers love.

Currently, Crystal is a Product Manager at Stripe, product advisor to startups, and leadership coach to emerging product and design leaders. Previously, she was the Product Lead for Passbook by Remitly in Seattle, WA, served a two year term with the United States Digital Service at the White House in Washington DC, and was part of the founding team at FiscalNote.

She teaches at Maryland College of Art & Design (MICA), School of Visual Concepts, and at technology and design conferences globally.

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