A leader in the human-centered design / design research community for two decades, I am currently Head of Design at Public Policy Lab, a non-profit service design and government innovation consultancy with a mission of creating more helpful public services for low-income and disadvantaged Americans. As of Fall of 2024, I have accepted an appointment as Assistant Professor of Strategic Design and Management at Parsons School of Design, a division of The New School University. My research focus here will be on Designing for the Public Interest. Prior to accepting this role, I held an appointment as the Associate Professor of Practice for Technology and Society, at the Institute of Design at Illinois Tech.In 2002, I co-founded Moment, one of the first digital product design firms on the East Coast. After 15+ years as an independent consultancy, Moment was acquired by Verizon in 2018. Until 2023, I served as Verizon’s Head of Service Design + AI, where I worked to create seamless customer experiences across all channels and touchpoints for the one in three Americans who use Verizon's services. A frequent speaker and conference organizer, 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. Additionally, I have taught graduate-level design research and methodology courses at Parsons and NYU, lectured at SCAD, Pratt, Harvard, and Princeton. I currently advise Auburn University's College of Architecture, Design and Construction as a member of their Executive Board.