# Brian Hildman > Product Design and User Research Location: San Francisco, California, United States Profile: https://flows.cv/brianhildman I balance product design and user research for small startups to Fortune 100s, formerly at InnoVint, Dialpad AI, and Ticketmaster. I have a proven track record across ecommerce, retail, SaaS, and FinTech. Let’s collaborate together on connected experiences for digital services. When I'm not working I'm probably wandering the city talking to people. Tell me about your pets. I enjoy helping people get a leg up, and am generally available for mentorship and portfolio review sessions. ## Work Experience ### Product Designer @ InnoVint Jan 2025 – Present Innovating cellars and wineries for winemakers through product design and user research 🍷 ### Product design @ SF Civic Tech Jan 2025 – Present Volunteer group of developers, designers, data geeks, and citizen activists who use creative technology to solve civic and social problems. ### Mentor @ Designlab Jan 2015 – Present | San Francisco Bay Area I provide advice and guidance around User Experience Design & Research for folks looking to transition into this field. ### Senior Product Designer @ Dialpad Jan 2022 – Jan 2023 | San Francisco Bay Area Provided design, usability research, and accessibility audits for call center supervisors to ensure their data was visible, delightful, and actionable. Full-stack design responsibilities for Dialpad AI’s Contact Center as a Service (CcaaS) track Led design for Dialpad Business Intelligence (historical reporting). Drove project from pilot to release. Increased DAU by 88% over 3 months, saved users hours of manual calculations per week. Collaborated frequently alongside product and engineering to ensure requirements, technical details, and designs were aligned. Collaborated with content, marketing, sales, and customer support to drive adoption. Conducted and synthesized quant + qual insights for user research and discovery efforts on analytics. Leveraged insights to affect strategy, reduce friction, identify e2e opportunities, and build a shared empathy for supervisor drivers and pain points. Scoped projects to identify risk, advocate for additional resourcing, and mentor designers as we brought them into the track. ### Sr. User Experience Designer @ Edelman Financial Engines Jan 2020 – Jan 2022 | San Francisco Bay Area Led UX for a new growth product, connecting prospects with planners to build trust, foster financial security, and grow NCI. Brought an online scheduling experience from a small pilot to release, delivering a 10% Set Rate lift. Led accessibility efforts to hit targets for WCAG 2.1 AA compliance. Implemented a strategy to track, prioritize, and solve accessibility issues reducing critical errors by 100% for the public website in 4 weeks. Co-led baseline usability efforts on the prospect experience, presenting quant and qual insights to inform resourcing and roadmap discussions for FY22. Represented UX during an agile transformation workshop series, and mentors other designers. Identified gaps in EFE’s design system, and crafted new components. ### Sr. UX Designer @ Gap Jan 2018 – Jan 2020 | San Francisco Bay Area Modernized thousands of stores with mobile productivity tools for retail associates and shoppers across POS, inventory, compliance, and fulfillment. Simplified store operational processes by understanding the goals and frustrations of both retail associates, and our shoppers via insights gained in-store usability and discovery sessions. Facilitated service design efforts with cross-functional teams to align on strategy. Brought a pilot for guided stockroom audits to a global rollout across US, Canada, and Japan. Launched to 4 unique brands with different associate behaviors and procedures. Collaborated with Store Support, Operations, and Employee Training to ensure a seamless rollout. Identified gaps in the Store’s design system, and evolved 4 new components in alignment with their team. Leveraged the design system to deliver final specs for development in order to sunset our legacy POS technology. Communicated frequently on progress to ensure alignment across stakeholders in product, store operations, employee training, ux, and brand. ### Sr. User Experience Architect @ Walmart Global eCommerce Jan 2017 – Jan 2017 | San Bruno, California Leveraged service design methods to gather insights on shopper attitudes, in order to bring a native mobile in-store pickup feature to Walmart's shoppers in thousands of US locations. Decreased their in-store pickup wait times by 66%, and increased NPS by 35%. Rolled the feature out from pilot stores, to fleet (1000+) in time for the 2017 holiday season. Facillitated a cross-functional service design workshop on in-store pickup to align on strategy, build empathy, and assist in ethnographic analysis. Helped MVP product grow from beta to a nation-wide chain expansion, delivering on project goals for: NPS, Wait Time, Perceived Wait Time, & Adoption Rates. Co-led a hacked Google Sprint to inform roadmap decisions, gathering insights on shopper attitudes around Chatbots. Assisted with ethnographic research, including shop-alongs and employee shadowing. ### Sr. User Experience Designer - Contract @ MetaDesign Jan 2017 – Jan 2017 | San Francisco Bay Area Consulted on new-client proposals for consumer electronics. ### Sr. User Experience Designer @ Ticketmaster Jan 2014 – Jan 2017 | Hollywood Provided designs and visualizations for a B2B SaaS ecosystem on responsive web, iOS/ Android, Apple Watch. Delivered feature parity to sunset Report PRO. Tasked with evolving the TM One reporting experience to be stick (addictive), and improve sell-through "and fuel the next generation of live events professionals". Brought Ticker from zero-to-1, a native reporting app for live events employees to visualize their data to make critical business decisions. Eliminated waste with lean ux to bring the product to market 50% faster than similar previous company initiatives. Partnered with Thoughtworks to implement lean methodology and research into Ticketmaster’s process. Worked with product to implement Mixpanel, grew user base by over 1000%, and increased retention by 40% Planned and conducted contextual inquiries for Discovery research, and validated ideas through usability testsing. Evolved research around venue execs and box office managers that use the Ticketmaster One ecosystem. Presented a concept for streaming data and marketing add-ons at the TM 24 Hackathon. Partnered with design leadership to evolve how we integrate and partner with product marketing. ### Mgr. User Experience/ Digital Experiences & Mobile @ Best Buy Jan 2012 – Jan 2014 | Minneapolis Led the UX for BBY’s mobile and in-store channels, resulting in a double digit growth in revenue over 2013. Managed an external designer when timelines got tight to deliver a modern Windows 8 mobile shopping experience. Delivered prototypes and UI, partnered with insights to validate ideas through usability testing. ### Interaction Designer @ Saatchi & Saatchi Jan 2011 – Jan 2012 My career jumpstarted in a fast-paced agency environment for shopper marketing. I found a knack for helping teams understand how users use technology, but realized the agency business model in 2012 sold solutions and deliverables to clients, without the margins or timelines to validate ideas and generate lasting user value. - Explore and execute the Shopper Marketing and E-Commerce experiences for Fortune 50 clients. - Met the Interaction Design & Information Architecture needs for the North American Saatchi X network providing UX across horizontals for Saatchi's clients - Took complex requests and worked with account and stakeholders to make them simple Clients: Procter & Gamble. Walmart. Pepsico. TracFone. ### Interactive Contractor @ Martin Williams Jan 2010 – Jan 2011 Brought interactive advertising campaigns for their midwest clients. Cartwheeled down Nicollet. ### Designer @ AdFed : Student Advertising Summit 2011 Jan 2010 – Jan 2011 Awarded 1st Place Nationally for Best Academic Conference for Students & Professionals within our division. - Assisted with branding & fundraising, to execute a conference that bridged hundreds of students with advertising professionals. - I miss the active, thriving design and advertising community of minneapolis. ### Designer @ World Endeavors Jan 2009 – Jan 2010 I got to represent dreams, memories, far away places, and global cultures for WE's potential clients. Design & Digital Asset Management. Client liason. ### Assistant Designer @ University of Wisconsin-Stout Company Page Jan 2007 – Jan 2009 - Designer for UW-Stout's marketing initiatives - Worked with my clients from project conception to completion. Brainstorming, Designing, Printing, Delivery. ## Education ### BFA Multimedia Design in Business Administration University of Wisconsin-Stout ### None in Graphic Design Century College ## Contact & Social - LinkedIn: https://linkedin.com/in/hildman - Portfolio: http://www.brianhildman.com --- Source: https://flows.cv/brianhildman JSON Resume: https://flows.cv/brianhildman/resume.json Last updated: 2026-04-13