About
I design the systems, workflows, and AI interactions that help people get complex work done.
I'm a product designer and UX researcher with 10+ years of experience designing complex workflows and enterprise platforms. My work brings UX research, information architecture, interaction design, human factors, and applied AI together.
Download resume (PDF) ↓From May 2016 to May 2022, I led UX research, information architecture, and interaction design for myLiberty, Liberty Mutual's global digital workplace serving 45,000+ employees. The platform won Digital Workplace Group's 2018 Digital Workplace of the Year award. For its rebuild, I led site-structure research with 400+ employees and designed accessible navigation across desktop and mobile. After launch, navigation support tickets fell from hourly to zero. My work also spanned search, HR and IT self-service, accessibility, localization, audience targeting, and international rollout.
Across this work, I look beyond individual screens to how information, tasks, decisions, and handoffs connect across a system. Experience architecture maps made those relationships visible to teams planning platform changes.
I founded Oak Grove to test how one person working with AI tools could perform the real functions of a physical-product e-commerce business. I designed Oak Grove as an AI-native e-commerce business, building AI into workflows across product, commerce, content, marketing, analytics, and operations.
I integrated ChatGPT, Claude, and Gemini into daily work, connected Claude to the product catalog through MCP, and built n8n workflows linking Shopify, Airtable, DeepL, and AI APIs. I made risk-based decisions about what to delegate, where review was required, and which consequential decisions stayed under my direction.
My formal training combines human factors, information design, digital media, and business. At Bentley University's McCallum Graduate School of Business, I learned to connect evidence about people with organizational goals and technology decisions. Harvard's Digital Media Design program expanded the creative and technical range to carry those decisions into working digital experiences.
That combination shapes how I work: understand people and their context, make the structure of a system visible, and connect design decisions to how an organization succeeds.
I focus on product design for applied AI and complex workflows—deciding what the system should do, where people need control, and how teams can evaluate quality and detect failure.
If that is the kind of problem your team is working on, I would love to hear from you. Email me at hilary.m.johnson+ai@gmail.com.