Hi, I'm Hung 👋 — a product designer turned product manager @ Filum
I work with a small product team to build AI-powered B2B products for customer experience that actually get used

Filum is a GenAI-powered Unified CX Platform that helps brands manage customer conversations, capture feedback, and improve customer operations across the full CX loop, from listening and insight to action and customer 360. I joined as Lead Product Designer and grew into PM ownership, helping guide the product's shift from CDP to CXM as the platform and team matured.

The product supports 220K conversations monthly, with 72% AI involvement in conversations, and 40K surveys sent monthly. It also helped customers reduce ticket solving time by 70% and improve customer response rates by 8%.

PhotoStudy is an on-demand tutoring platform that helps students get instant academic support from live experts, designed for the US education market and used across more than 4M sessions to help 2M+ students, with 200+ institutions and programs trusting the platform. I joined as a Product Designer and worked closely with PMs, engineers, QA, and occasionally operations to solve product problems through UI and UX across the app, web app, and internal portals for experts and admins.

A major part of my work was rolling out a newly created Design System across the product ecosystem, improving consistency and making future development, maintenance, and updates easier. I also contributed to accessibility improvements to better align the product with WCAG expectations, which are especially important in education products serving the US market.

Giúp tôi! is a mobile app built during the Covid-19 outbreak in Vietnam to connect people in medical need with verified experts such as doctors, nurses, and others with proven medical training. The project was run as a volunteer effort during social distancing, with a distributed team of Vietnamese contributors working after hours from around the world to move quickly from idea to launch.

I worked as the Product Manager, coordinating communication across product, engineering, operations, and customer support. I supported the full product development process, from planning and testing to internal and external training, helping the team stay aligned while serving an urgent public need that reached 15K users, 1.2K doctors and nurses, 10.5K requests, and an 82% fulfillment rate in the first two months.

Conversational AI was an enterprise product built before the current GenAI wave, helping customer support and CRM teams create virtual agents through a simpler combination of flow-based chatbot design and NLU-powered understanding. Designed for non-technical teams, the product made it easier to configure domain-specific experiences using intents, knowledge bases, and historical conversations, and was used by brands including Indiegogo, Pair of Thieves, and Rocketbook. The product was also recognized as a 2022 Gartner Cool Vendor.

I joined as a Product Designer and worked closely with the team from concept to launch, contributing to ideation, prototyping, and product definition. My work covered key experiences such as intent classification, flow building, and chat interfaces, with a focus on making complex systems feel more understandable and usable.