MassMutual — Christopher Hahn

MassMutual | Senior UX Researcher & Product Designer

At MassMutual, I led UX research and product design initiatives across enterprise-scale tools and customer-facing applications, embedding user-centered design practices into digital transformation programs. My work focused on improving operational efficiency, system adoption, and employee and customer satisfaction across multiple business units.I directed research strategy for the integration of AI and Copilot solutions, conducting qualitative and quantitative studies that streamlined service operations and improved support resolution rates by 30%. Additionally, I spearheaded the redesign of internal project tracking systems and ServiceNow portals, delivering measurable improvements in usability, engagement, and adoption.Beyond project execution, I mentored cross-functional teams in UCD methodologies, raising UX maturity across the organization and fostering alignment between design, development, and business stakeholders. Key initiatives included internal studies on Google Workspace usage, persona development, evaluation of whiteboard applications, and creation of internal artifacts like corporate branding color palettes, workflow documentation, and team “How We Work” presentations.Across all efforts, I translated research insights into actionable recommendations, producing personas, journey maps, and executive insight decks that informed strategic decision-making and drove measurable business and user experience improvements.

Corporate Branding - Color Palette