‘In Focus’ – An Interview with Lennie Lu
Lennie (she/her) is a design thinker, leader, and mentor dedicated to enhancing people's experiences of the world through human-centred design.
As the Senior User Experience Manager at Staples Canada, Lennie and her team create digital products and services that empower Canadian customers and businesses to work smarter and learn easier. When she's not working, Lennie volunteers for the Refugee Hearing Program at Matthew House Toronto and enjoys taking her miniature schnauzer, Cooper, for walks in Ontario's parks and trails.
Lennie Lu | Design Thinker, Leader & Mentor
“I am optimistic that there is progress being made. Similar to the agile methodology, we continuously test and adapt as we move forward, making small but significant changes that will eventually bring about the transformation we all desire.”
Tell us about yourself and your work.
As a first-generation immigrant, I relocated to Vancouver to pursue my studies and escape my monotonous job creating motion graphics for TV news in China. However, during my early years in Canada, I had doubts about whether I made the right decision. I received a comment on one of my essays from a professor that simply said, "English!" and I was often described as a quiet and respectful team member because I couldn't contribute to conversations about topics like Lenny Kravitz, Star Trek, or craft beer.
I used to feel guilty for not being able to express myself clearly, and as a result, I thought it was best if I stayed quiet during conversations. However, I realized that this feeling of guilt was something that I had learned growing up in China, where conformity is enforced. I would be seen as inadequate if I didn't fit into this stereotype. This feeling of not fitting in led to imposter syndrome, where I felt like I wasn't good enough for a long time.
During graduate school, my best friend Ryan was instrumental in helping me succeed. He advocated for me and convinced others to listen to my ideas even though I struggled with expressing them fluently. This is a prime example of allyship.
I only realized that I shouldn't blame myself when I saw similar struggles in my team and mentees. As a manager and mentor, I've observed their journeys and realized that feeling "not good enough" is more common than we might think.
What are some of the challenges or barriers you have faced, and continue to face in your industry as a racialized woman of colour?
Well, it's challenging because we must confront external obstacles while simultaneously managing internal struggles. For women of colour, our external identity is often tied to how others perceive us. However, internally we face additional challenges, such as language barriers, cultural norms that prioritize modesty, and a lack of confidence stemming from these factors.
Overcoming the mental struggle of negative thoughts can be a daunting task that requires a lot of bravery. It can be tough to speak up, share personal accomplishments, or even accept compliments from others. In some cultures, like the Chinese culture, it's customary to show modesty by rejecting praise. Expressing gratitude and accepting the idea of " I did great" when being praised can take some effort.
As UX designers, we often refer to the concept of the "invisible table" as a way to promote cross-functional inclusion. However, in my experience, I have sometimes found myself as the only female or visible minority, or even in situations where I am the only UX practitioner with the lowest title. These external factors can often lead to more internal struggles. And preconceived ideas or stereotypes about women of colour can greatly affect a fair working relationship, and any potential bias can be harmful.
“Should I voice my thoughts? What if I’m being incorrect and receiving pushback? These concerns often lead to an internal conflict before any action is taken. It takes much courage to get through the imaginary battle inside our heads.”
From left to right: Lennie at Staples and Lennie at the Design Leadership Summit in November 2022.
What are some tools, resources, strategies, and approaches you use to cope with these challenges?
My struggles with self-doubt and self-blame led me to try improv as a solution. The principles of "yes, and..." and "there are no mistakes" have been particularly helpful in allowing me to feel more at ease when confronting my fears of speaking up. But I stopped improvising after a year because I realized that partners need to have things in common to continue developing the story on stage if they don't already know each other well.
Effective communication is essential for UX designers, as teamwork is necessary to complete a project successfully. Like my experience with improv, it starts with expressing myself, but what makes a good show is finding common ground with my partners to achieve continuity on stage. When a designer can successfully manage conflicting aspects of a project and motivate partners to move forward, they are prepared to advance in their careers. As a Chinese saying goes, "One should uphold their dignity as an average person and work towards the betterment of the entire community when in power." Being a design leader means clarifying the common goals and motivating people to work toward it.
In my UX journey, I was advised to do what needed to be done, and it helped me develop a resilient attitude. However, I wish that young women of colour had more support and allies to help them navigate their own journeys instead of being expected to figure things out alone.
It was an excellent idea to involve the people around me and let them know about my challenges and how I plan to overcome them – remember that we own our challenges! I got so much help from other women of colour and allies who witnessed me using the chat box to communicate in meetings. They probed me to speak up and supported me in getting my ideas across.
“My struggles with self-doubt and self-blame led me to try improv as a solution. The principles of “yes, and...” and “there are no mistakes” have been particularly helpful in allowing me to feel more at ease when confronting my fears of speaking up.”
What advice would you give to younger women of colour in your industry?
Great choice for pursuing a career in UX! This field is all about understanding people, listening carefully, and coming up with solutions that put people first. You also get to work with many other intelligent people who may or may not come from the same background and have similar or drastically different perspectives. Conflicts may arise, but it's important to cultivate empathy toward your team, business partners, and users.
As the world is imperfect, we will encounter situations that touch our bottom line. Stay true to your feelings, voice up or seek trusted help. There were times I experienced unease when I was disregarded during discussions or felt the urge to apologize for my less-than-perfect English. Remaining silent doesn't equate to being strong.
You've got what it takes to do well, and with a bit of practice, you'll be a superstar. I believe in you, not just because you're an amazing person but also because you've got the support of other women of colour (like me!) and our allies.
If you meet someone who's feeling unsure about themselves, be there for them and help them work through their doubts. Together, we can all succeed.
Lennie giving a talk online about the business case for UX for UXTalks in July 2022.
How do you see the future of workplaces for women of colour?
I am optimistic that there is progress being made. Similar to the agile methodology, we continuously test and adapt as we move forward, making small but significant changes that will eventually bring about the transformation we all desire.
As a woman of colour, it's important to stay true to your feelings and value. Building a supporting system that empowers you to remain authentic to your inner self. Consider joining employee resource groups at work or organizations that align with your values outside of work. Don't hesitate to voice up when you witness or experience inequality.
Let's work together to create strong alliances and educate others on the significance of diversity.
Connect with Lennie Lu