Service Design in New Zealand

Service Design is an emerging practice in New Zealand with a growing number of organizations in the public and private sectors that are investing in developing their capabilities in this area.


Although the demand for service design and ‘human-centric design’ in a more generic sense is at an all-time high in New Zealand, there is a shortage of skilled and experienced professionals.


Events such as meet-ups and the Global Service Jam are becoming extremely popular, which demonstrates the desire for professionals to further develop their skills or simply get to know more about the practice.


It is within this context that we strongly believe that a New Zealand Service Design chapter will be instrumental to bring a community of current practitioners together, and most importantly, provide a platform for further development of our community and our profession, with growing recognition of its worth in both public and private sectors.

Russell Douglas
Russell Douglas - Founder & Principal Strategist

Russell is a multi-award winning customer experience strategist and creative consultant. He works across the world, and has led projects for many top international brands including Panasonic Avionics, British Airways, NAB, Australia Post, O2, Lufthansa, Dorling Kindersley and Radisson Blu Edwardian Hotels. Russell was instrumental in the development of Air New Zealand’s latest in-flight entertainment experience and is behind Z’s new innovative Fastlane fly-through fuelling experience. He and his team used primary design thinking methods to design a vision for the Future of Loyalty which has led to several ideas being green lit to exit the innovation process into commercialisation. Russell has also been working with Foodstuffs NZ on the development of the New World CX Strategy and customer focused marketing campaigns.

Erick Mohr
Erick Mohr - Service Design Director, Digital Arts Network

Erick joined Engine Service Design in its early days and pretty much saw the birth of Service Design as practice. He has been pushing the boundaries and practicing service design since then. Outside of work, he is often invited to give lecturers to aspiring service designers or participate in conferences to explore discuss how to use service design to solve small and big challenges.

Stephen McKernon
Stephen McKernon - Service Design Lead, Auckland Council

Stephen set up a service design agency in 2004 when it was still new to New Zealand. He worked across private and public organizations until 2015 when he joined Auckland Council to lead its service design activities.

Jason Borowicz
Jason Borowicz - Capability Lead, Auckland Council

Jason Borowicz set up a consultancy in 2012, after 7 years of working in the USA coaching schools in design principles for the purpose of better student outcomes. His work in New Zealand has been in many areas of business and government. He is often invited to speak on building better services, change leadership and personal transformation.

Ben Briggs
Ben Briggs - Senior Customer Centred Design, ACC

Ben has over five years experience of service design in the public sector, having started in the private sector. He likes to think of himself as a community builder and social problem solver. His motivation is working with good people on projects doing ethical and meaningful work. Ben has been running a service design network across government in Wellington for the last two years.