MDes Design Innovation & Service Design School of Innovation & Technology
Yiyang Liu
As a service designer with a passion for systems thinking, I thrive on driving innovation through interdisciplinary and holistic approaches. I believe that solving complex challenges requires a comprehensive perspective, delving into user needs, stakeholder relationships, and the dynamic interplay within systems. I excel at integrating user insights, data analysis, and design tools to deconstruct problems, uncover latent opportunities, and craft human-centered solutions. In my projects, I engage in user research, process optimization, and iterative prototyping to ensure outcomes that are both functional and impactful, enhancing user experiences and societal value. I am dedicated to cross-disciplinary collaboration, blending design, psychology, technology, and sociology to create innovative, practical service systems that drive sustainable, positive change for organizations and communities.
Works
Community in Control
This project addresses low tenant engagement in Housing Association communities. Research into history, policy, and case studies revealed diverse participation patterns: “Community Activists,” issue-driven “Pragmatists,” and low-barrier “Observers.” Current methods suffer from information gaps, limited feedback, and narrow channels, reducing belonging and limiting HA’s ability to integrate tenant voices. The design combines digital tools with offline interactions, offering tailored methods for each tenant type to foster more inclusive and transparent community governance.
Starting with user insights, l used interviews, surveys, and question mapping to identify the needs and pain points of tenants, HA staff, and contractors. We defined three design principles: lowering barriers, enhancing transparency, and connecting online and offline participation. This led to a dual-track solution— a community engagement app and offline “Governance Cards.” The app enables idea submission, voting, progress tracking, and rewards; the cards facilitate small, topic-based discussions. Finally, I created a system that accommodates diverse preferences of tenants while supporting HA high-level decision-making.
