Hi, I’m Hank.

I’m a digital product designer with a track record of taking on complex, ambiguous problems and delivering functional, scalable solutions.

My career began at a small design consultancy serving some of the world’s largest financial services providers. That’s where I learned to “cut cubes out of fog,” using expert interviews, design frameworks, and workshop facilitation to build clarity from nothing. That instinct has carried through every role since, particularly in the highly technical, regulated industries I’ve worked in throughout my career.

At Xfinity Mobile I built a customer service platform from the ground up, balancing systems-level thinking with detail-level craft to ship a polished tool at enterprise scale. As a design leader, I create environments where practitioners are trusted to do their best work and grow as designers. I’m a player-coach with deep experience across design strategy, UX, UI, research, and content strategy.

Resume

Education

  • Masters of Design
    IIT Institute of Design, 2015
    Focused on human-centered design, ethnographic research, and design strategy.

  • B.A., Visual Arts
    Bowdoin College, 2010
    Fine Arts major with focus on architecture, environmental studies, and furniture design.

Skills

  • Experience Design
    Building functional, engaging interfaces and guiding experience strategy across all platforms and touchpoints.

  • Design Research
    Planning, executing, and analyzing primary research, workshops, and usability studies.

  • Design Leadership
    Growing and managing productive creative environments while streamlining internal processes.

Experience

Director of Product Design at Thimble

Remote · June 2024 – Present

  • Hire, manage, and develop Thimble’s design team to meet the needs of our growing commercial insurance platform.
  • Oversee all product design initiatives, workflows, and strategy for small business insurance consumers and brokers.
  • Collaborate with Product, Engineering, Underwriting, and leadership to ensure a high standard of design delivery and implementation.

Lead Product Designer at Thimble

Remote · May 2021 – May 2024

  • UX specialist on the Product team, building an approachable business insurance experience tailored to first-time buyers.
  • Hired and managed a team including UI Design, Content Strategy, and Product Design skillsets.
  • Drove significant ARR growth by expanding the purchase funnel from one insurance product to a full suite of business insurance products.
  • Continually optimized to improve conversion and achieve key business goals based on metrics and performance.

Lead Conversational Designer at Xfinity Assistant

Remote · April 2020 – May 2021

  • Accelerated the growth of Comcast’s natural language chat support bot during COVID-19’s impact on in-person support.
  • Defined and implemented an end-to-end product design process and mentored junior designers.
  • Increased issue resolution rates by 10%+ while engagement grew 500%, resulting in $23.6M+ operational savings.

Lead Design Strategist at Comcast Journey Lab

Philadelphia · Dec 2019 – Apr 2020

  • Provided UX expertise to an interdisciplinary internal consultancy focused on new opportunity spaces.
  • Engaged internal stakeholders and executives with workshops and current-state analysis.

Senior Product Designer at Xfinity Mobile

Philadelphia · June 2017 – Dec 2019

  • Delivered a zero-to-one launch of the primary CS and sales interface for Xfinity Mobile.
  • Led user research and validation testing on-site in call center and retail environments.

User Experience Designer at Moment

New York · Sept 2015 – June 2017

  • Design consultancy serving highly regulated financial clients.