I have some exciting news to share: Moment is joining the Verizon family.

For over 15 years, we have worked to build a design practice that balances the business, technology, and human elements necessary to bring digital products into the world. Years before the term “digital product design” was coined, Moment was creating a culture that faced off with the highest performing organizations in the world. Industry leaders like ESPN, Bloomberg, Tiffany & Co., American Express, Memorial Sloan Kettering Cancer Center, J.P. …


Part 3 of 3: Foreshadowing change with an achievable fiction.

In a recent interview, the CEO of Aetna, Mark Bertolini, asked this question: “What would you have to do to reimagine the experience so that you became the front door for the healthcare system?” Days later, Aetna announced its intent to be acquired by CVS, in a deal that will likely change the face of the healthcare industry. …


Part 2 of 3: As digital health innovation accelerates, so does the importance of healthcare user experience.

The open question in healthcare user experience today is a political one. Will the current administration keep campaign promises to repeal and replace the Affordable Care Act (ACA), and how will that affect our healthcare experience in the United States?

With all the political uncertainty, it might seem like healthcare industry innovation would stall until the path forward becomes more clear, but that hasn’t been the case. By financial measures, 2017 is wrapping up to be a banner year in terms of investment.


This is the first in a three-part series looking at forces that will affect healthcare user experience (HcUX) and the work of healthcare designers in 2018.

Any innovator looking to bring new products and services to a market needs to understand how current attitudes and beliefs will affect willingness to adopt. In politics, this idea is called the Overton Window, or “the range of ideas or opinions that the public is willing to accept.”


image via Mobihealth News

We’re honored to have our work referenced by Ben Shneiderman in his article, “Improving Healthcare with Interactive Visualization” from Computer, the flagship publication of the IEEE Computer Society. The timeline view of a patient record in Allscripts’ ambulatory EHR iPad application, Wand, is referenced and pictured to illustrate a visual overview of an individual patient’s medical history. Allscripts Wand is the result of our collaboration with Allscripts’ world-class User Experience and product teams.

Here’s an excerpt from the article:

Physician training continues to improve, but the vast knowledge of specialized conditions, numerous medications, and professional guidelines emerging from research make…


New approaches for building systems empathy in design

I recently wrote an article for EPIC People, a global organization focused on ethnography in business and design. That piece, “What’s So Funny ‘Bout Peace, Love and (Empathic) Understanding?” takes on the empathy backlash beginning to ripple through the research and design community.

Still from “(What’s So Funny ‘Bout) Peace, Love And Understanding” video, by Elvis Costello, 1979

My assertion is that empathy remains crucial for good design, but that we need to get beyond the “user” and their “needs” to build empathy for every participant in the complex systems we design. Extending that argument, here are some further thoughts on building systems empathy by situating us and our audiences together in a nonexistent—but possible—future.

Empathizing with an audience who doesn’t yet exist


And three ways they’re different

Earlier this year, I wrote the post below as a sidebar for The UX Careers Handbook. Meant to help an early career industrial designer decide whether UX is a path worth exploring, I share it now in advance of my upcoming talk to the students of Auburn University’s School of Industrial and Graphic Design.

AU and Irish students working in studio (Sligo,Ireland), 2008” by Christopher Arnold, used under CC BY-NC-SA 2.0

As more products emerge that are balanced combinations of physical and digital, designers who can work across these two disciplines will emerge as leaders in their field.

With a history going back to the Industrial Revolution, industrial design has always been a pragmatic discipline focused on…


Poster, Adbusters, July 2011

Five years ago this Saturday, the Occupy Wall Street protestors brought their tents, as the poster above declaimed. In the two short months they occupied Zuccotti Park, they sparked a worldwide movement that shined a light on “social and economic inequality, greed, corruption and the undue influence of corporations on government.”

As an interested bystander, I wondered how a designer like myself might contribute to the movement. I didn’t see a clear way to have an impact, but as Michael Beirut later wrote, I did believe that designers had something to offer. Then an opportunity presented itself.

“Sometimes, the key…


Recently, I was invited by the New York City chapter of the UxPA to present at an event called Journey of UX Leaders. I presented alongside Mona Patel, CEO of Motivate Design. We were both there to tell the personal stories of our careers to around 100 UX professionals and to discuss the decisions (and mistakes) that we’ve made along the way. We talked about what motivated us as entrepreneurs and leaders in the emerging field of user experience. When we were finished, we took questions from the audience. …


I am from South Carolina, or at least I can say that I spent enough of my formative years there that it shaped me. Yes, that South Carolina. The one in the news. The one that has become the latest poster child for a virulent strain of southern racism.

Growing up in South Carolina you learn there are many kinds of racism. There is institutional racism of the kind that resulted in the death of Walter Scott at the hands of a police officer. There is the violent kind illustrated by Dylann Roof’s mass murder at the Emanuel African Methodist…

John Payne

Design Leadership at @momentdesign. Board at @publicpolicylab. An #hcux focused optimist trying to stay that way despite the emerging techno-dystopia.

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