Hi, I'm Amy
I simplify complex enterprise systems through UX and service design.
What I do
Enterprise UX Design
Designing scalable experiences for complex enterprise platforms and internal systems.
Service Design
Mapping the full service ecosystem across users, tools, and processes.
CRM & Internal Tools
Specializing in tools used by customer service teams and operations staff.
Workflow Optimization
Reducing friction in multi-step processes and high-complexity systems.
Projects
Some of my latest works
Unified Summary
Consolidated Case Summary Experience for ADP Service
How might we help Client Service Representatives at ADP quickly understand the full context of a client’s issue when key details are scattered across chats, calls, emails, and case notes?
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Chat Assist
Real-Time AI Support for Real-Time Questions
How do we help new CSRs at ADP respond to complex Payroll and Tax questions faster, more accurately, and with greater confidence — without relying solely on experienced peers?
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E-File Status
A consolidated workflow for resolving e-file rejects within CRM
Tax filing rejections often force CSRs to hunt across four systems, causing delays, confusion, and client frustration. E-File Status brings reject details, error codes, and resolutions into one CRM screen—enabling faster diagnosis, smoother service workflows, and increased confidence in client support.
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Self-Service Ticketing
Empowering users to report and track issues without relying on helpdesk escalation
Verizon Business customers had no direct way to report issues, relying instead on a manual helpdesk escalation process that was slow and resource-intensive. I designed a self-service portal that allowed users to submit and track trouble tickets online, improving transparency, reducing support time, and enabling automated resolution for low-touch issues.
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About Me
I’m Amy Chiu, a UX designer with 10+ years of experience designing enterprise products and internal platforms.
My work focuses on simplifying complex systems — especially CRM tools and service workflows used by customer support teams.
I started my career designing B2B platforms at AT&T and Verizon, and later joined ADP, where I worked on service technology and internal tools. Over time, this led me to service design — thinking beyond individual screens to the full experience across systems, processes, and people.
As a designer, I’m a systems thinker who focuses on practical, scalable solutions that reduce friction and improve real workflows.
My Design Approach
Understand the ecosystem
Users, systems, and business constraints.
Map workflows
Identify friction across tools and processes.
Simplify interactions
Reduce cognitive load and improve efficiency.
Validate with stakeholders
Iterate with product managers, engineers, and users.
Great design isn’t about doing everything from scratch — it’s about recognizing where complexity can be simplified, and using the right ingredients to deliver value faster.