Lain Duong

Lain Duong is a skilled professional with extensive experience in user experience design and service management. Currently serving as Crew Design Lead at Coles Group, Lain has held various titles including Service Design Manager and Senior Service Designer. Previous roles at organizations such as ME Bank, Tabcorp, and Google demonstrate a strong commitment to enhancing user-centric practices and operational improvements. Lain's expertise encompasses discovery research, user testing, journey mapping, and stakeholder management, supported by a solid educational background in psychology and business from the University of Western Australia and the University of Sydney. Lain also founded Grit Center, developing a web-app for clinicians to enhance patient self-management, and contributed to advisory projects at Ernst & Young focusing on risk management in financial services.