Experience

Kotahi Logistics LP Ltd

• New Zealand
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Service Experience Design Lead

  • Feb 2021 - Present



Service Design Network

• Germany
• Design Services
• 1 - 100 Employee

• Co-founder of Service Design Network Chapter in New Zealand

  • 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.



Auckland Council

• New Zealand
• Government Administration
• 700 & Above Employee

• Service Design Lead

  • 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.



Te Ira

• Chairperson

  • 2017 - Sep 2020

• Board Of Directors

  • May 2016 - 2017

  Te Ira is a social enterprise for ex-prisoners and their families, with a focus on their children.



Unitec | Te Pūkenga

• Higher Education
• 700 & Above Employee

• Guest Lecturer

  • 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.



Supplejack Ltd

• Director

  • 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



Auckland University of Technology

• New Zealand
• Higher Education
• 700 & Above Employee

• Part-Time Lecturer in Service Design

  • 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



QZONE Research

• Senior qualitative researcher

  • 1997 - 2005



CM Research

• Senior qualitative researcher, qualitative director

  • 1994 - 1997

  Worked mainly with services Worked mainly with services



Colmar Brunton, a Kantar company

• New Zealand
• Market Research
• 1 - 100 Employee

• Senior qualitative researcher

  • 1992 - 1994

  Worked mainly with services Worked mainly with services



Heylen Research

• Senior researcher

  • 1987 - 1992

  Qualitative and quantitative researcher Worked mainly with large services Qualitative and quantitative researcher Worked mainly with large services



Rainbow Corporation

• Marketing officer

  • 1985 - 1987