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.

Tēnā rawa atu koe to Shane Ngan from Department of Internal Affairs for an entertaining and informative session. Shane shared his Behavioural Economics journey and a few fun exercises.

Thank you very much to Nick Vaughan from Inland Revenue Department for taking us through the Better Rules for Government work. Designing the customer in from the start.

Stefanie McKnight from Inland Revenue Department did a wonderful job stepping in at such short notice to share her insights and experience about visual storytelling.

Matt McCallum and Margaret Fraser were fortunate enough to attend SDGC 2018 in Dublin. And we were fortunate enough that they were prepared to share their highlights with us :)