I was born with profound hearing loss, relying on hearing aids until I embraced cochlear implants three years ago. Surprisingly, many of my colleagues and friends often tell me I’m an exceptional active listener and they feel comfortable talking to me.

During my time at Meta, I frequently spoke about accessibility design and inclusion at various events.

One memorable moment occurred during a workshop for disabled students in Singapore, where one student asked, “Does our disability benefit our professional career in any way?”

That question struck a chord with me. It prompted deep reflection on how my hearing disability has shaped my professional life.

As a product designer, I’ve learned that what many perceive as a limitation can become a powerful asset. Over a decade in tech has taught me a unique form of active listening that profoundly impacts user-centered design.

The Art of Empathy

Living with hearing loss has instilled in me a profound sense of empathy and patience. I give my team members and users the space to express themselves fully, often leading to breakthrough insights. My reliance on visual cues sharpens my ability to 'hear' what’s unsaid in the interviews or discussions. For instance, during a conflict, I noticed an underlying anxiety from my partner team regarding product decisions. This observation led us to explore the root causes of our misalignment, ultimately fostering trust and strengthening our relationships.

Critical Inquiry as a Tool

My experience has taught me never to assume complete understanding. I’ve developed a habit of asking probing questions that uncover deeper user needs and intentions. This approach proved invaluable when we found ourselves lost in buzzwords, struggling to articulate our product decisions. One such instance led to a pivotal product experiment that clarified our target users and feature scope, ensuring we focused on the most critical aspects before moving forward.

Mastering Multi-Modal Communication

Adapting to a hearing world has made me fluent in various forms of communication, both synchronous and asynchronous. In design, this translates to creating inclusive interfaces that effectively convey information through visual, tactile, and accessible design methods. I always have accessibility standards in mind, striving to democratize technology for diverse user groups.

Embrace Your Authentic Self

As I looked at my young audience during that workshop, I said -

Embrace your authentic selves, cultivate empathy, and nurture your influence. Your unique perspective—especially one forged through overcoming challenges—can be your greatest asset in creating an impact in your workplace.

In the spaces between words, in the silent moments of observation, lie the most powerful insights. That’s where great design and relationships begin.

#ProductDesign #ActiveListening #UserExperience #InclusiveDesign #AccessibleDesign