Lisa Hanington — Experience Design Director & Founder
Selected work Recommendations Access Contact me

LISA HANINGTON · DESIGN DIRECTOR, HEALTHCARE & ENTERPRISE SYSTEMS

Design that moves people forward with confidence.

I lead design teams that turn complexity into clear, human-centered experiences across regulated healthcare and enterprise systems.

I design complex systems where clarity isn’t just about usability — it’s about well-being.

Explore My Work Contact me

ABOUT

Design leadership that guides people through uncertainty.

As a design leader, I lead product design, user research, service design, and content strategy to transform complicated ecosystems into intuitive, human-centered experiences. I specialize in design strategy: aligning user needs, operational workflows, and cross-functional leadership to make design a strategic differentiator.

Across financial services, healthcare systems, and digital platforms, my purpose is consistent: reduce friction across the entire ecosystem—from clients and patients to care teams and internal operators—and build products and services people trust.

SELECTED WORK

Design outcomes that produce meaningful change.

Across information, products, services, systems, and physical environments, my purpose stays the same: help people move forward.

Case Study 1:
Designing for Critical Moments
Design Consultant, Global Experience Design, Philips
2006–2021
  • 50% reduction in patient onboarding time
  • 80% reduction in localization requirements

Complex devices demand information patients, caregivers, and clinicians can understand quickly and accurately.

My role
Built a global communication system that turned complex product information into intuitive, language-independent experiences for respiratory care.

  • Design strategy
  • Information architecture
  • Technical illustration library

Outcome
Decreased new patient onboarding time and reduced global translation costs by replacing dense technical manuals with intuitive, visual-first instructions.

  • Standardized iconography to decrease setup language across markets
  • Translated complex CPAP and respiratory device functions into accessible, patient-facing diagrams

Documentation Standards Outcome
Delivered a comprehensive library of technical illustrations that set a new global standard for how Philips communicates complex respiratory care processes.

  • Produced core instructional artwork for mask sizing, assembly, and daily washing
  • Eliminated the need for heavy localization across international markets
  • Established visual documentation standards adopted for future product lines

When clarity matters most, good design turns confusion into confidence.

Case Study 2:
Simplifying Complex Systems
Design Director, Fortune 500 Bank
2021–Present
  • 50%+ reduction in core application screens
  • Standardized omni-channel system architecture

Equipped 13,000+ bankers to navigate a fragmented, highly regulated onboarding process spanning digital, phone, and branch channels.

My role
Led experience strategy for a newly established omni-channel onboarding ecosystem, mapping multi-stakeholder relationship diagrams that aligned legacy infrastructure with intuitive front-end workflows.
  • Aligned stakeholders around customer needs
  • Eliminated operational friction and cognitive load
  • Translated complexity into actionable design principles

Outcome

Streamlined the onboarding process, standardizing enterprise application rollouts and bringing digital account-opening tools directly to bankers. This banker-facing experience significantly reduced friction, improving banker and client trust across the network.


    • Unified the digital experience architecture across platform and contact channels (phone, in-person, hybrid, off-site)
    • Standardized the new account opening process to reduce training time for bankers
    • Drove consistent growth in banker-assisted new account openings following the 2025 launch of the Digital Commerce Teammate Portal

    Leadership
    Grew the XD design team, established shared design processes, and mentored designers to deliver consistently against business objectives.

    • Grew the XD team which includes designers of all experience levels
    • Scaled the team across product lines
    • Mentored designers into leadership roles

    Simplicity is a discipline—it takes precision to make something complex feel effortless.

    Case Study 3:
    Growing Design Capability
    Adjunct Instructor, Carnegie Mellon University
    1999–2008

    Taught future designers, technologists, engineers, and business leaders to solve complex problems through design thinking.

    My role
    Built and taught curriculum helping students across disciplines communicate complex ideas clearly.

    Outcome
    Developed 3 different curriculum frameworks focused on human-centered communication design for the following student groups.

    • Multi-disciplinary undergraduate students
    • Master of Human-Computer Interaction (MHCI) students
    • Master of Arts in Professional Writing (MAPW) students

    Applied Design Practice
    Led immersive studios instilling exacting fundamentals in concept generation, prototyping, structural design, and visual clarity.
    • Freshman Design Studio
    • Design Drawing
    • Print Production Methods
    Teaching clarity is its own form of human-centered design practice.

    Case Study 4:
    Systems Thinking Beyond Digital
    Independent Experience Research, Second Story
    2026

    How do the principles behind great digital experience design translate to physical environments?

    My role
    Independent research applying experience design and systems thinking to physical spaces — the same holistic lens that shapes digital delivery systems.

    The Second Story Concept
    Understand what someone needs, then design the surrounding system — emotional, physical, and functional — that supports it.

    • Reflect: Pinpoint needs
    • Reset: Configure space to meet needs
    • Reimagine: Customized design
    • Root: Forward momentum

    Not a picture-perfect room — a space that supports who you’re becoming.

    CONTACT ME

    Design conversations that lead to meaningful change.

    Let’s help people move forward.

    Thanks for reaching out — I’ll get back to you soon.
    lvhanington@gmail.com LinkedIn