Christy Ho
Senior Service Designer at PwC
Christy is a senior service designer at PwC, working at the intersection of insight and strategy. With a background in copywriting, she brings clarity and narrative discipline to every stage of the design process. Her impact is grounded in making systems work better for people—and ideas that resonate across organisations.
Christy works across public and private sectors—from discovery through implementation—scaling experiences to unlock business value. This includes reimagining omnichannel retail for everyday shoppers, simplifying finance for the average planner, and delivering an award-winning, digital-first service for citizens (Performance Improvement in the Public Sector, 2025).
A design hybrid, Christy translates lived experience into actionable insight— grounded in the voices of customers, citizens, and patients—drawing from a Master of Research in Healthcare & Design.
Her work is guided by a simple mission: to make things work, open and last—in places where people expect the least but need it most.
Christy Ho
Senior Service Designer at PwC
Christy is a senior service designer at PwC, working at the intersection of insight and strategy. With a background in copywriting, she brings clarity and narrative discipline to every stage of the design process. Her impact is grounded in making systems work better for people—and ideas that resonate across organisations.
Christy works across public and private sectors—from discovery through implementation—scaling experiences to unlock business value. This includes reimagining omnichannel retail for everyday shoppers, simplifying finance for the average planner, and delivering an award-winning, digital-first service for citizens (Performance Improvement in the Public Sector, 2025).
A design hybrid, Christy translates lived experience into actionable insight— grounded in the voices of customers, citizens, and patients—drawing from a Master of Research in Healthcare & Design.
Her work is guided by a simple mission: to make things work, open and last—in places where people expect the least but need it most.
Sessions
From metrics to meaning: decoding the feeling economy
Designers map journeys, but customers live in moments. A distraction on a screen between meetings, a glance at a bank balance on the bus, or a quick scroll while the kettle boils. These fragments don’t unfold neatly or predictably. They arrive layered with emotion, shaped by context, and often carrying pressures that no blueprint or journey can fully anticipate.
To understand this more deeply, we asked 3,400 customers about the interactions that mattered most — the ones they acted on, told others about, trusted, and returned to time and time again. What they revealed were emotional and behavioural signals that lie between the clicks and churn rates on dashboards.
Growth Through Experience 2025 translates those signals into a practical tuning system: a shared language that helps teams design with more intent, and links what customers feel with what businesses value.
This session will show you where to start right now: how to articulate emotion in terms that resonate with leaders, recognise the quiet relationship between feelings and outcomes, and prioritise investments in the moments that matter most.
Because in the end, growth isn’t secured by what is mapped, but by what is felt.
Experience & empathy