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Matt Fangman
Design Leader

Impact

1.3B+
ARR influenced through design-led initiatives
5,000
Employees trained in design thinking at scale
85+
Enterprise deals > $1M influenced by UX strategy
24 hrs
Time to launch post-Apple event with full site readiness
15
Reduction in support tickets through agent tooling
46
Dispute types resolved improving $20M in revenue flow

Approach

Listen Beyond the Brief


I lead with facilitated empathy — co-creating with customers, agents, engineers, and stakeholders to uncover friction, emotion, and opportunity in the current state.

Frame the Problem


I use techniques like Hopes & Fears, “How Might We,” and Jobs To Be Done to help cross-functional teams align on what really matters — often reframing the problem statement entirely..

Create with Intention


I facilitate inclusive ideation across functions — using structured techniques to generate options, surface blind spots, and synthesize across silos.

Make Ideas Tangible


I prototype service flows, content models, and facilitation formats — not just UI. I help teams test ideas quickly by making them visible and safe to challenge.

Leadership

How I Empower Teams

  • Design thinking is more anthropology than physics
  • Culture change happens when design becomes everyone’s job
  • Great leadership requires empathy, clarity, and structure
  • Scaled ‘Coach and Champion’ programs
  • Built 25+ enterprise-ready DT techniques
  • Facilitated sprints with execs and frontline teams

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Why I Do What I Do

  • “Work is It’s the rendering of intent. The best work aligns personal, team, company, and societal goals.”
  • Design is a leadership function, not just a service function
  • Empathy is a strategic capability
  • At scale, design systems become cultural systems
  • Iteration is more powerful than inspiration