Twenty Years of Asking "Why"
How I went from testing Windows at Microsoft to leading UX strategy for federal systems
// THE SUMMARY
Who’s Thomas
I've always been fascinated with the gap between the benefits technology can offer and the consequences it can have when implemented poorly. This happens when there is a misunderstanding of who the users are and what they need. Twenty years later, I'm still helping to bridge this gap — but now with better instincts about when teams are headed for expensive, potentially catastrophic, mistakes.
My Journey
I started my career with an internship at Microsoft, conducting usability studies of Windows and desktop applications. From there I went from a fully integrated usability practice to being one of two usability specialists at a large software company to help integrate usability into the development lifecycle. I then moved into human factors work for defense and federal systems. I've led UX teams in multiple high-complexity industries, to include health, utilities, defense, consumer protection, and federal acquisitions.
My Takeaway
I have held many titles: Usability Analyst, Human Factors Engineer, UX Researcher, UX Designer, and Creative Director. What I've consistently observed in all these roles and across all the context I’ve worked in: the problems worth solving are rarely the ones that seem obvious at first. The best work I do isn't just conducting research or creating designs—it's helping teams recognize when they're about to build the wrong thing, correct course, and create something that has a real impact.
// THE APPROACH
Helping Teams Resist Premature Certainty
Many organizations look to UX professionals to ‘execute’ on decisions they've already made. That's fine for some projects. But I'm most valuable when I help teams step back and ask whether they're solving the right problem in the first place.
Framing Decisions
This doesn't mean saying "no" to stakeholders or being difficult. It means framing conversations around risk, resources, and opportunity cost. It means showing teams that turning assumptions into hypotheses to investigate up front is the fastest path to a solution that actually works, not a roadblock.
I work within Agile frameworks, but I push back when speed threatens to bypass understanding. I lead cross-functional teams through ambiguity by creating the conditions for good decisions: clear problem framing, shared understanding, and the right level of evidence at the right time.
// LEARNING FROM EXPERIENCE
Lessons Learned From Experiences Across Contexts
Federal & Regulated Industries
I've spent over a decade working with federal agencies (Department of Defense, U.S. Coast Guard, Department of State, Consumer Product Safety Commission) and regulated industries (energy, federal acquisitions, marketing for pharmaceuticals).
What I Learned
How to navigate complex compliance requirements (Section 508, WCAG, HIPAA, FAR)
How to work through modernizing deeply ingrained processes in complex bureaucracies
How to balance user needs with regulatory mandates
How to build trust with skeptical stakeholders who've seen too many consultants promise transformation
High-Stakes Environments
I've designed for command and control systems, emergency response coordination, port security operations, and EMT performance in ambulances—contexts where bad design has real, immediate consequences.
What I Learned
How to conduct research in complex, highly dynamic, environments
The difference between what people say they need and what actually works under pressure
How to design for cognitive load in high-stress situations
Why edge cases aren't edge cases when lives are on the line
Why clarity and simplicity matter most when users are stressed or scared
Commercial Products & Cloud Platforms
I've worked with Microsoft, ESRI, LexisNexis, and other fast-moving product teams building enterprise software and cloud-based SaaS platforms.
What I Learned
How to balance speed with rigor—conducting research that informs decisions without slowing down shipping
How to design for scale and diverse user populations
The art of continuous iteration based on real usage data
How to make research findings actionable for engineering teams with tight deadlines
// CREDENTIALS + EXPERIENCE
Formal Training. Real-World Application.
I have an MS in Human Factors Psychology from Clemson University. That formal training grounds everything I do—but it's the 20+ years of applying it across contexts that allows me to navigate complexity and deliver results.
I've led UX teams for over a decade while remaining hands-on in research and design. I've managed multidisciplinary teams, shaped product strategy for complex federal projects, and mentored dozens of practitioners from junior to senior levels. I'm both a strategic leader and a working practitioner—I don't just direct the work, I do it.
// CONNECT WITH ME
Let’s Talk About Your Project.
Whether you need UX research, product design, or strategic leadership for a complex project—I'd love to hear about what you're working on.