Stephen Mckernon: The joy of prototyping services and operating models

Designing services often brings a service’s operating model into focus. It’s rarely in focus at the start, but customer insights can lead us to opportunities that require a shifts in the operating model.

That can be quite anxiety-provoking for our clients. And it can be a real joy to see a few prototypes completely change a client’s commitments!

Auckland Council’s service design lead Stephen McKernon talks you through some principles, tools & tricks, and examples across a range of services.

Stephen McKernon is an experienced service designer, starting his journey from 2004 as service design emerged in New Zealand. He provided design research and service design for clients in housing, education, local government, finance, and the NGO sectors. Since 2015 he has been the Service Design Lead in the Customer Transformation team at Auckland Council.

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