Leading organisational transformation through customer experience design

City executives and politicians challenge city-makers like David Murphy (City Planning Manager) and Dave Charnley (Urban Designer) to become more customer-centred and improve the customer experience for city services.

The Team at Palmerston North City Council worked with Urban Kin to create a strategy that focused on property developers and agents experience. Project inputs included: customer interviews, customer journeys, analysis of the Council’s business model and changes in their operating environment. The strategy led to an implementation plan to improve the customer experience. Implementation is in progress.

Now, the customer journey and business model are a focal point for David and his team’s future work. The implementation plan provides a solid foundation for testing ideas with customers. Because the project is customer-centred, the team has received buy-in from stakeholders.

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Geoff Wilkinson
Engaging stakeholders and citizens in the future of their city

It is challenging for city-makers like Fleur Lincoln (Strategic Planner) and Georgina King (Urban Designer) to engage politicians, stakeholders, and citizens in a conversation about the direction of their city.

Fleur and her team-mates at Napier City Council embarked on a strategy development project with Urban Kin for the city centre, Ahuriri (a harbour district), and the waterfront. To enable work across these areas, the team developed a set over-arching principles. The team also began to experiment with prototypes of ideas in public spaces.

The strategy's design story (principles) provides the focus that Fleur and her teammates need to keep on track with city-making. With a clear city-making strategy the team is able to try many tactics to make progress. Fleur and her team’s work has raised Napier's profile in city-making. The project received the Local Government New Zealand Award for Excellence - Best Creative Place.

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Geoff Wilkinson
Overcoming limited resources and legacy processes to make a better city centre

City-makers like Keegan Aplin-Thane (Urban Planner/Place Facilitator) are challenged to make progress on new city-making goals with limited resources and legacy processes.

An agile approach to the flexible use of public space meant that the challenge of legacy processes could be overcome within weeks. Keegan and the team at Palmerston North City Council followed a five-day design Sprint and a service design process facilitated by Urban Kin. Real world prototypes followed with early-adopters.

The Parklet and Flex Space manual defined a simple process and helped allocate place-making funds. This allowed Keegan to focus on other projects. The disciplined service design process and design principles enables the flexible delivery approach.

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Geoff Wilkinson