Meet the Team: Chantelle, Product Designer

Chantelle Lam is part of the Growth Engineering team. The Growth Engineering team is at the forefront of our patient experiences across all of our Brands. Their role is to deeply understand the patient's needs and mindset as they flow through our experiences, and use this insight to improve and personalise the experiences.

Hey Chantelle, tell me a bit about yourself!

Hi, I'm Chantelle. I joined Eucalyptus over a year ago as a UI designer, before transitioning to Product Design in the Growth Engineering team. I grew up in Hong Kong and came to Sydney when I was 11. When I'm not working, you'll probably catch me cruising on my skateboard around Sydney, or taking my dog, Mochi, to dog-friendly cafes.

I had a couple of roles before Eucalyptus. I started out working in the SEO space while I was studying graphic design part-time. I soon realised my passion for graphic design and started to freelance full-time.

Why did you become a Product Designer?

I studied graphic design, which helped me learn the principles of visual design and branding.

After coming into Eucalyptus as a UI designer, I had the opportunity to apply those skills when designing digital experiences. Through doing a variety of projects, I learnt a lot, including the importance of user experience. As a patient, it's common to feel confused when navigating your personal health issues. There's not many companies that focus on product design in the telehealth space, which means a lot of experiences can feel clinical and sometimes, intimidating.

That's why it's so refreshing to work on brands like Kin, Normal, Pilot, Juniper and Software that approach health conditions in an unique way to remove stigma. Ultimately, I decided to become a product designer because it's so special to be able to use design to create delight for our patients when they interact with our brands.

What is Product Design like in the Growth Engineering team?

In Growth Engineering, we do a lot of experimentation and optimisations. My workflow is usually something like this:

1. Work with our Product Manager, Lyena, on the problem we're trying to solve.

2. User testing or interviews to understand what the problems are to get more info on what the solution could look like.

3. Actually designing the experience to help patients get the right information, or reduce friction.

4. Working with the engineering team on the feasibility of designs and iterating on them.

5. Creating the design specs that outlines the details of the user experience and solution.

Once this gets shipped, we always measure whether our original hypothesis was validated. It’s interesting to see how successful it was or what did not turn out as we expected.

What project you are most proud of?

I think I am most proud of being in the team to design the Fertility Test dashboard in Kin. One of the problems around blood test results it is hard to read and interpret unless you are a doctor. We wanted anyone to be able to understand and refer back to their Fertility Test results and feel empowered.

What are your top 3 things you love about being a Product Designer at Eucalyptus?

1. Growth demos! Every fortnight, we bring together the Creative, Acquisition and Growth Engineering teams to showcase their work or process. It's inspiring to learn from each other and how a different team resolve a similar problem through other mediums.

2. I just started learning about data analysis using Metabase. It's amazing to see the measurable impact of my design just within a couple of weeks of shipping. I always have fast feedback loops around the things we ship, which is great for resolving some of the assumptions in design.

3. Being part of the telehealth industry. There are so many unique, unsolved problems in this space. I'm thankful to be part of the team to solve some of these through design.

What do you find challenging?

While it’s important for a product or feature to meet the business requirements, it’s also important to make the time to understand what problems our users are facing and ensure the solution is user-centric. I think trying to find a design that works for both can be the most challenging part but also what makes product design interesting.

What was your first day at Eucalyptus like?

I joined on the day that Eucalyptus moved into the new office in Haymarket! It was the first day people started to come back into the office after COVID, so the room was filled with smiles. People were really friendly and easy-going.

What's your favourite Brand and why?

My favourite Brand would definitely have to be Kin. There's not many brands that speak to women like Kin does. It's amazing to be able support a woman's fertility journey in an empathetic and patient-centric way.

What would you say to someone thinking about joining Eucalyptus as a Product Designer?

There is so much opportunity to be creative here. The world of telehealth is largely dominated by lacklustre patient experiences. As a Product Designer, you have the opportunity to improve what design standards are in telehealth.