john payne

head of service design

About

A leader in the human-centered design community for 15+ years, I co-founded Moment, one of the first digital product design consultancies on the east coast, in 2002. I have co-chaired and curated two international design conferences—EPIC 2012, the premier international conference on ethnography in business and design, and Interaction 17, The Interaction Design Association's annual global conference. I have taught graduate-level design research and methodology courses at Parsons and NYU, and lectured at Institute of Design, SCAD, and Pratt. As a member of their Board of Directors, I advise Public Policy Lab, a non-profit service design consultancy who uses human-centered design to create more helpful public services for low-income and disadvantaged Americans. As of April 2018, my company, Moment, has become part of the Verizon family. I am taking the role of Head of Service Design, where I will work to create seamless customer experiences across channels and touchpoints for the one in three Americans who use Verizon's services.

Country

united states

City

new york

Industry

design

Skill

user experience, experience design, ethnography, design strategy, user research, user centered design, interaction design, product design, design research, concept development, design thinking, persona, user interface design, information architecture, service design, contextual inquiry, user experience design, information design, usability testing, user interface, strategy, product management, creative direction, adobe creative suite, indesign, human computer interaction, methodology, research design, design management, industrial design, sketching, human factors, participatory design, product strategy, digital product design, healthcare user experience, strategic design, beyond the pill

Experience

director of user experience

sapient

1999-5 - 2002-10 · 3 yrs 6 mos

Joined Studio Archetype as their first "Customer Experience Strategist" in 1999, 3 months later Studio Archetype folded into Sapient. Promoted to Director in 2000 and co-managed group of Researchers and Designers in Experience Modeling group (XMod).

design planner

doblin

1998-4 - 1998-11 · 8 mos

My time at Doblin started as a summer internship in Graduate School and extended into a part-time position throughout the remainder of my graduate studies.

staff industrial designer

various

1994-1 - 1996-12 · 3 yrs

I worked as a staff Industrial Designer focused on Branded Retail Environments. Employers included: Sainato Design Group and Schutz International.

freelance industrial designer

various

1991-1 - 1993-12 · 3 yrs

I worked for a variety of Design Consultancies as a freelance Industrial Designer. Employers included: David Walz Associates, The Human Factor, and Matrix Exhibits.

managing director

moment

2002-10 - Present · 24 yrs

Moment is a digital product strategy and design consultancy. We transform business through design, encouraging organizations to change the way they consider and create digital products. Since 2002, we have collaborated with companies large and small, helping them bring successful products into the real world.

conference co-chair

ixda

2016-2 - 2017-2 · 1 yr 1 mo

We believe that the human condition is increasingly challenged by poor experiences. IxDA intends to improve the human condition by advancing the discipline of Interaction Design. To do this, we foster a community of people that choose to come together to support this intention. IxDA relies on individual initiative, contribution, sharing and self-organization as the primary means for us to achieve our goals.IxDA is a novel kind of "un-organization" in that there is no cost for membership. IxDA relies on its passionate members to help serve the needs of the international Interaction Design community. With more than 80,000 community members and over 170 local groups around the world, the IxDA network actively focuses on interaction design issues for the practitioner, no matter their level of experience.IxDA was founded in 2003 and incorporated as a not-for-profit in late 2005.

head of service design

verizon

2018-4 - Present · 8 yrs 6 mos

As of April 2018, my company, Moment, has become part of the Verizon family. I am taking the role of Head of Service Design, where I will work to create seamless customer experiences across channels and touchpoints for the one in three Americans who use Verizon's services.

adjunct professor

the new school

2002-1 - 2004-1 · 2 yrs 1 mo

* Taught in Undergraduate Design Management Program, Parsons the New School for Design. Collaborated on curriculum development, defined course structure and syllabus, selected course materials, prepared lectures, assignments, and exams and administered all grades. Utilized Blackboard as a course management tool. Courses taught: * Undergraduate: * Design Research Methods * Design Development and Prototyping * Graduate: * User Research for Concept Development (at NYU - ITP program)