Hi! I'm Lennie :)
Lennie is a UX leader who champions the human-centred approach and drives business outcomes based on insights.
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In her experience, she builds high-trust UX teams, transforms design practices for enterprise organizations by hiring top talent, establishing design thinking-based collaborations with business partners, and driving data-empowered, evidence-based decision-making.
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With extensive experience in Product Design and Customer Insights, Lennie has worked with many well-known brands, such as Canada Life, Rogers Communications, Staples and Wayfair. In her spare time, she teaches UX and mentors design practitioners to help them advance in their careers.
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Lennie holds a BA in Digital Media Arts from the Communication University of China and a Master of Digital Media from the University of British Columbia.
A bit more about me.
I build high-trust UX teams by being tough on issues and kind to people. I practice transformational leadership by setting smart goals for my team, establishing the career ladder, and providing feedback in a radical candor style. My team consistently achieves an employee engagement score that is higher than both the org and the company average.
Having strong business acumen is the ultimate superpower for my team. UX designers, researchers, and writers are given data and insights into business decisions, including financial impact, to help them understand the profit-driven nature of the business. This ensures that everyone is aligned and fully supports the decisions made, showing empathy not only towards customers but also towards our internal team.
Grounding decisions in data and consumer insights is essential for business success. However, working with human needs can be complicated. It’s important to identify target segments, establish operational processes to capture insights, filter out data that drives decisions, and ensure that internal teams adopt and act on these insights. Through a Voice of the Customer (VOC) revival program I led, we have doubled the response rate for post-purchase surveys and improved our Net Promoter Score (NPS) by 10 points and Customer Satisfaction (CSAT) by 7 points in our target segment.