Hi there,
I’m Jia Lu
→ jay-loo, they/them

I am a design leader with 10+ years of experience in product and service design and innovation.

As a systems thinker, a solution-seeker, and a storyteller, I lead with a human-centered approach, and people are at the core of everything I do.

AN INTERDISCIPLINARY APPROACH

I am a generalist at heart and a strategic thinker who sweats the details. I thrive in ambiguity, translating customer needs, operational complexity, and business strategy into intuitive, scalable, and human-centered experiences.

→ CREATIVE DIRECTION
→ SERVICE DESIGN
→ EXPERIENCE STRATEGY
→ PRODUCT DESIGN
→ RESEARCH & INSIGHTS

HOW I WORK

01 – Lead with curiosity
02 – Collaborate without ego
03 – Simplify complexity
04 – Champion the customer, always
05 – Have fun along the way

From startups and non-profits to Fortune 500 companies, I’ve partnered with organizations across healthcare, financial services, employee experience, and consumer innovation to reimagine complex product and service ecosystems.

Work Samples

SELECTED PROJECTS

Rewarding Healthy HabitsMember Experience Vision Program

MESA 40th Anniversary Brand Identity System

The Future of...Consumer Insights, Strategy, Employee Experience