Hi, I'm Rachel Chung Yin LEUNG,

a Service Designer based in London.

I recently graduated from the MA Service Design course at the University of the Arts London (UAL), with a BA in Product Design from the Hong Kong Polytechnic University. With over five years of experience working on service centre interior design projects and one year of experience on campsite customer experience design projects at a Hong Kong-based NGO, I bring a unique combination of design expertise, user-centred insights and social impact to every project.

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My approach to service design is highly systemic and collaborative. I am committed to designing ethical, inclusive and sustainable services by collaborating with stakeholders with the whole system in mind. I believe the role of a service designer is to be a mediator and translator between stakeholders. I strive to create conversations and collaborations that bring together the existing knowledge and expertise to promote positive changes and social impacts in complex systems. 

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My Journey

 

Before pursuing my MA, I worked as a Project Designer at Hong Kong Sheng Kung Hui Welfare Council Limited, where I designed the interior and managed the fitting-out works for service centres for the elderly, youth and people with special needs. This role allowed me to develop a deep understanding of designing for diverse user groups and working with different stakeholders, skills that are directly applicable to service design.

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At UAL, my studies expanded my expertise in service design methodologies, including user research, journey mapping, and service blueprints. I also developed proficiency in workshop facilitation, prototyping and a range of tools, such as Figma, Miro, and the Adobe Creative Suite, to bring ideas from concept to implementation.

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Design Philosophy

 

I believe effective service design is about understanding the full ecosystem—how stakeholders interact with each other and the services. I approach each project with a focus on collaboration, empathy, and iteration. My background in product design has given me a keen eye for detail, while my work in the NGO sector has reinforced the importance of communication and designing for real-world impact.

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I am passionate about creating user-centred services that address broader social, environmental, and business needs. Whether it's improving user experiences or optimising service delivery, I aim to design solutions that are both creative and practical.

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What I’m Looking For

 

I am currently seeking a full-time service design-related role in London, where I can apply my skills and experience to create meaningful solutions. I am particularly interested in working with organisations that prioritise social impact, innovation and cross-disciplinary collaboration.

 

If you are interested in collaborating or discussing potential opportunities, feel free to reach out. I would be happy to connect and explore how I can contribute to your team.