Are you keen to explore the concept and practice of Human-Centred Design (HCD)? Do you want to be inspired to give something new a try to tackle challenges facing your end customer?
As private consumers we have access to some some exceptional digital services (speed, transparency, ease, accessibility, omni-channel, beautifully designed). As customers we're increasingly transferring those expectations onto our public sector services. Leaders must increasingly help their teams identify and utilise the best of these HCD tools (for example, empathy, prototyping, iteration) while working to non-Netflix budgets, resources and regulatory constraints.
Leaders model expectations, behaviours and mindsets. Increasingly, the tools and techniques of HCD, (such as rapid prototyping, design sprints and customer journey mapping) are expected by Ministers, stakeholders and citizens alike.
Being able to confidently lead teams through citizen-centric approaches and decision making is critical to designing services that are fit for the New Zealanders who use them.
Gina Garvey is the founder of WonderWork a bespoke Human-Centred Design agency.
After working in New Zealand central government agencies for 14 years, Gina studied for her Masters in Service Design at the Politecnico di Milano. Since then she has worked in human-centred design in Munich, Wellington and Melbourne. As the Lead Strategic Designer for National Australia Bank, she led the re-design of the future optimal customer experience for around 4 million customers.
In her early career Gina worked in the arts at London’s Royal National Theatre, on several arts festivals, and in media and events.
She lives in Kāpiti and hails from the mighty Waikato. She is a graduate of Victoria University and Auckland University of Technology.
When she is not helping improve public sector services, she enjoys making home-made red wine.