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.

Play video
--
All Headlines

Related Headlines

SDN Chapters Meet, Mingle & Make an Impact – See You at SDGC25!

Meet, Mingle & Make an Impact – See You at SDGC25!

Early Bird extended until June 20! Join us at SDGC25 in Dallas and online, this October 15–17. In-person and virtual tickets are available - your invitation to connect, share ideas, and explore service design's impact on business.

Continue reading
SDN Chapters Call for Volunteers - Play a Role in the Creation of SDGC25

Call for Volunteers - Play a Role in the Creation of SDGC25

Want to take part in the most important event the service design community attends all year? We need you! Call for Volunteers is open until June 30!

Continue reading
SDN Global News Service Design Award 2025: Share Your Best!

Service Design Award 2025: Share Your Best!

The Service Design Award 2025 is your chance to showcase your innovative service design projects to a global audience. Whether you’re a professional or a student, this is your moment to gain international recognition and make an impact. Submit by 31 July 2025 and let your work speak for itself!

Continue reading
SDN Chapters Award results: Best Service Design Student Projects 2025 in Switzerland

Award results: Best Service Design Student Projects 2025 in Switzerland

We are excited to reveal the participants and the winner of the Best Student Service Design Projects done in Switzerland between June 1, 2024, and June 1, 2025.

Continue reading