SEA & US Insurance

Role:

Product Design Intern

Timeline:

June - Aug 2025 (12 Weeks)

Team

ByteDance/TikTok Global Payment (PIPO)

Business Line:

TikTok Shop - Product Insurance Experience

Summary

Context & Overview

ByteDance/TikTok's Global Payment Team (PIPO)

The Global Payment team of Bytedance/TikTok provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on ByteDance platforms including TikTok.

Scope & Goal: Security + Trust + Clarity

I optimized TikTok Shop’s insurance experience (FinTech & E-commerce) for 5 countries across SEA & US, boosting design localization, GWP (Gross Written Premium), and NPS (Net Promoter Score). 

Responsibility

  1. Research & competitor analysis

  2. UX audits

  3. Design optimization

aiming to improve product conversion rate and customer satisfaction.

[CONFIDENTIAL] This document is accessible only to employees of ByteDance/TikTok

Project Details

Project Details

Project Details

Project Details

Project Timeline

01

Competitor Research & Analysis:

Collaborate with BPO partners to conduct in-depth research on the insurance product design patterns in SEA(PH, ID, TH, MY) & the US

02

UX audit & Problem Definition:

Conduct a systematic UX audit for the existing insurance purchase process on TTS to identify user pain points and optimization opportunities.

03

Problem Alignment & Recommended Solution:

Based on the research findings, proposed design solution recommendations, and ensure the value of the problem and design solution through stakeholder feedback, ultimately aiming to optimize the TTS insurance-related experience.

What I worked on & achieved

[UNDER NDA] This project is protected by confidentiality agreements, but I would be happy to walk you through my process and the outcomes in a private interview for more details

Contact Me

Contact Me

Contact Me

Contact Me

Contact Me

Contact Me

Competitive Benchmarking System

🌍 Led BPO collaboration across 5 regions (PH, ID, MY, TH, US) to capture 800+ end-to-end competitor flows, delivering an annotated, reusable benchmarking system that significantly accelerated analysis efficiency.

Strategic Market Research

📊 Synthesized insights from 9+ core competitors into 2 key regional market reports, directly informing launch decisions and product iterations for MY, TH, and US markets.

Full-Funnel UX Audit

🔍 Independently audited TikTok Shop’s insurance flows and identified 3 root causes for the decline in GWP & NPS, delivering a prioritized, action-ready issue list for the next release.

Conversion Optimization

🚀 Designed UX improvements for entry points and benefit visibility based on audit findings; expected to reduce dropout at the add-on step and drive recovery in GWP conversion and NPS.

Recommendations I received

Recommendations I received

Recommendations I received

What others say? Hear Hear 👂

Some kind words from amazing folks I have worked with ~

Stanley H (Colleague, Buddy/Mentor)

Product Designer at TikTok and Bytedance

It’s been great having Zijie as my intern buddy — he’s been incredibly helpful and really held his own for the insurance project in the SEA and US markets. What he did well Quick adaptability and learning Coming from a design system background, Zijie picked things up fast. Competitor analysis and research reporting can be a steep climb — you’re basically scrutinising every screen and interaction, collecting countless end-to-end flows, spotting patterns, finding themes, and then generating insights. He adapted to that process quickly and handled it with maturity. Strong research and insight generation When I told him to “trust the process” (because it always feels messy at first), he took that to heart. Once he started organising the work, the patterns and themes became clear, and he was able to use them as solid insights. Initially he his scope was broad but that came with inexperience. With a little bit of guidance, he was sharp in distinguishing what really mattered from what didn’t — identifying the insights that could actually move the needle for business metrics. We ended up focusing on 3–4 key insights, which he presented really well to stakeholders. He even managed to spark further interest, leading to extra requests to explore pricing strategies and also do competitor analysis in the US market. Proactive collaboration He’s also incredibly proactive — reaching out to BPOs across markets to gather the materials we needed, keeping momentum without being prompted. His meeting minutes were spot-on, capturing tasks and to-dos with clarity and speed. Overall, Zijie showed strong adaptability, initiative, and attention to detail. He learned quickly, engaged deeply with the process, and delivered meaningful outputs that got stakeholder buy-in. I have no doubts with more experience in the field Zijie will grow into an established and remarkable product designer.

Stanley H (Colleague, Buddy/Mentor)

Product Designer at TikTok and Bytedance

It’s been great having Zijie as my intern buddy — he’s been incredibly helpful and really held his own for the insurance project in the SEA and US markets. What he did well Quick adaptability and learning Coming from a design system background, Zijie picked things up fast. Competitor analysis and research reporting can be a steep climb — you’re basically scrutinising every screen and interaction, collecting countless end-to-end flows, spotting patterns, finding themes, and then generating insights. He adapted to that process quickly and handled it with maturity. Strong research and insight generation When I told him to “trust the process” (because it always feels messy at first), he took that to heart. Once he started organising the work, the patterns and themes became clear, and he was able to use them as solid insights. Initially he his scope was broad but that came with inexperience. With a little bit of guidance, he was sharp in distinguishing what really mattered from what didn’t — identifying the insights that could actually move the needle for business metrics. We ended up focusing on 3–4 key insights, which he presented really well to stakeholders. He even managed to spark further interest, leading to extra requests to explore pricing strategies and also do competitor analysis in the US market. Proactive collaboration He’s also incredibly proactive — reaching out to BPOs across markets to gather the materials we needed, keeping momentum without being prompted. His meeting minutes were spot-on, capturing tasks and to-dos with clarity and speed. Overall, Zijie showed strong adaptability, initiative, and attention to detail. He learned quickly, engaged deeply with the process, and delivered meaningful outputs that got stakeholder buy-in. I have no doubts with more experience in the field Zijie will grow into an established and remarkable product designer.

Stanley H (Colleague, Buddy/Mentor)

Product Designer at TikTok and Bytedance

It’s been great having Zijie as my intern buddy — he’s been incredibly helpful and really held his own for the insurance project in the SEA and US markets. What he did well Quick adaptability and learning Coming from a design system background, Zijie picked things up fast. Competitor analysis and research reporting can be a steep climb — you’re basically scrutinising every screen and interaction, collecting countless end-to-end flows, spotting patterns, finding themes, and then generating insights. He adapted to that process quickly and handled it with maturity. Strong research and insight generation When I told him to “trust the process” (because it always feels messy at first), he took that to heart. Once he started organising the work, the patterns and themes became clear, and he was able to use them as solid insights. Initially he his scope was broad but that came with inexperience. With a little bit of guidance, he was sharp in distinguishing what really mattered from what didn’t — identifying the insights that could actually move the needle for business metrics. We ended up focusing on 3–4 key insights, which he presented really well to stakeholders. He even managed to spark further interest, leading to extra requests to explore pricing strategies and also do competitor analysis in the US market. Proactive collaboration He’s also incredibly proactive — reaching out to BPOs across markets to gather the materials we needed, keeping momentum without being prompted. His meeting minutes were spot-on, capturing tasks and to-dos with clarity and speed. Overall, Zijie showed strong adaptability, initiative, and attention to detail. He learned quickly, engaged deeply with the process, and delivered meaningful outputs that got stakeholder buy-in. I have no doubts with more experience in the field Zijie will grow into an established and remarkable product designer.