Stephen McKernon
Service Experience Design Lead at Kotahi Logistics LP Ltd- Claim this Profile
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Bio
Neil Miller
Stephen performed minor miracles. I have never before seen such seamless organisational change. It is hard not to like Stephen with his humble leadership style. Getting on board with the process was effortless. He had us own our work, gave us the tools and removed almost all potential resistance. His use of language is precise and his timing was just right. I am a convert to minimalism.
Matt Currie
Stephen and I worked together on the Global Service Jam 2011. Stephen blew me away with his optimism, unwavering commitment to the cause and collaborative spirit. I would jump at the chance to work with Stephen again.
Neil Miller
Stephen performed minor miracles. I have never before seen such seamless organisational change. It is hard not to like Stephen with his humble leadership style. Getting on board with the process was effortless. He had us own our work, gave us the tools and removed almost all potential resistance. His use of language is precise and his timing was just right. I am a convert to minimalism.
Matt Currie
Stephen and I worked together on the Global Service Jam 2011. Stephen blew me away with his optimism, unwavering commitment to the cause and collaborative spirit. I would jump at the chance to work with Stephen again.
Neil Miller
Stephen performed minor miracles. I have never before seen such seamless organisational change. It is hard not to like Stephen with his humble leadership style. Getting on board with the process was effortless. He had us own our work, gave us the tools and removed almost all potential resistance. His use of language is precise and his timing was just right. I am a convert to minimalism.
Matt Currie
Stephen and I worked together on the Global Service Jam 2011. Stephen blew me away with his optimism, unwavering commitment to the cause and collaborative spirit. I would jump at the chance to work with Stephen again.
Neil Miller
Stephen performed minor miracles. I have never before seen such seamless organisational change. It is hard not to like Stephen with his humble leadership style. Getting on board with the process was effortless. He had us own our work, gave us the tools and removed almost all potential resistance. His use of language is precise and his timing was just right. I am a convert to minimalism.
Matt Currie
Stephen and I worked together on the Global Service Jam 2011. Stephen blew me away with his optimism, unwavering commitment to the cause and collaborative spirit. I would jump at the chance to work with Stephen again.
Experience
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Kotahi Logistics LP Ltd
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New Zealand
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Transportation, Logistics, Supply Chain and Storage
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1 - 100 Employee
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Service Experience Design Lead
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Feb 2021 - Present
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Service Design Network
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Germany
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Design Services
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1 - 100 Employee
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Co-founder of Service Design Network Chapter in New Zealand
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2018 - Present
The Service Design Network is for people who work in or want to learn about Service Design. The Service Design Network is for people who work in or want to learn about Service Design.
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Auckland Council
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New Zealand
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Government Administration
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700 & Above Employee
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Service Design Lead
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Oct 2014 - Dec 2020
I led service design at Auckland Council, championing human-centered design and CX (customer experience) and facilitating the shift to a customer-centred design culture. I worked with a team of designers, lean & six sigma and change management experts within the Transformation Unit. I led service design at Auckland Council, championing human-centered design and CX (customer experience) and facilitating the shift to a customer-centred design culture. I worked with a team of designers, lean & six sigma and change management experts within the Transformation Unit.
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Chairperson
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2017 - Sep 2020
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Board Of Directors
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May 2016 - 2017
Te Ira is a social enterprise for ex-prisoners and their families, with a focus on their children.
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Unitec | Te Pūkenga
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Higher Education
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700 & Above Employee
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Guest Lecturer
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Mar 2012 - Dec 2014
Two sets of voluntary lecturing sessions in 2012 & 2014. Industry professional lecturing in service design/ design research for product design school. Two sets of voluntary lecturing sessions in 2012 & 2014. Industry professional lecturing in service design/ design research for product design school.
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Director
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2005 - Oct 2014
I help organisations understand the experiences their customers want, and then help design the services that deliver them. My preference is co-design - working in teams of staff and customers to develop better and new services together. This is an efficient, robust and cost-effective method well-suited to service development. This means I work on service improvement and innovation projects, and on related programmes and campaigns as well. I often start with research and then move into a customised co-design process. Some tools I use here are ecosystem and process mapping, causal loop analysis, personas, customer experience journeys, ideation, prototyping, and blueprinting. Since start-up I've worked across the health, education, housing, transport and voluntary sectors, plus many others. Show less
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Auckland University of Technology
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New Zealand
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Higher Education
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700 & Above Employee
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Part-Time Lecturer in Service Design
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Jan 2013 - Jul 2014
Helped set up and then delivered Service Design courses to students in Business School Guest lecturer on Service Design for Masters in Design course Helped set up and then delivered Service Design courses to students in Business School Guest lecturer on Service Design for Masters in Design course
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Senior qualitative researcher
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1997 - 2005
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Senior qualitative researcher, qualitative director
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1994 - 1997
Worked mainly with services Worked mainly with services
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Colmar Brunton, a Kantar company
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New Zealand
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Market Research
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1 - 100 Employee
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Senior qualitative researcher
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1992 - 1994
Worked mainly with services Worked mainly with services
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Senior researcher
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1987 - 1992
Qualitative and quantitative researcher Worked mainly with large services Qualitative and quantitative researcher Worked mainly with large services
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Marketing officer
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1985 - 1987
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Education
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Unitec Institute of Technology
MDM, Master of Design Management -
The University of Auckland
Master of Science - MS, Psychology -
University of Auckland
Master of Arts - MA, English Language and Literature/Letters