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PAUL KNAUER
Community-led Service Design
Aotearoa New Zealand
About Me
ABOUT ME
KIA ORA
Kia ora
I whānau mai au ki Bristol
I tipu ake au ki England
Kei Te Whanganui A Tara aha e noho ana
Kei Oranga Tamariki ahau e mahi ana
Ko Paul tōku ingoa
I'm a Service Designer working with central government. My work is centred around public sector design, legislative change projects and iwi-led initiatives.
Making a difference to the lives of people in Aotearoa is what motivates me. I am passionate about human-centred, community-led design, co-creating the best outcome for the people I am working with.
A big part of my role is about building trusted relationships and facilitating a space in which the design process can be led by the people who will experience the service being provided.
Experience
EXPERIENCE
AUG 2019 - PRESENT
I'm currently working with Oranga Tamariki as a Senior Service Designer. I work on community-led and insight-led projects, focused on outcomes for whānau.
FEB 2007 - AUG 2019
Worked in the change space for 7 years as a Service Designer and as a Business Analyst, working on customer experience & business change projects.
OCT 2018 - APR 2019
Whilst working with Waka Kotahi, I spent 6 months as a Service Designer for ECan, working on their on-demand public transport project.
NOV 2016 - JUL 2018
Whilst working with Waka Kotahi, I co-located with Unisys to design & deliver change projects in an agile environment.
My Approach
MY APPROACH
For me, design should always be led by the people who experience the service being provided.
I seek to understand their needs, to enable them to lead the design process and use insights to inform and influence decisions.
Above all, I am motivated to be successful for the community or client I am working with. I'm a genuine team player, great at building relationships and working with others to create services that are truly community/customer centric.
Key skills:
EMPATHY
RESEARCH/DATA SYNTHESIS
RELATIONSHIP BUILDING
PRESENTATION
& FACILITATION
COLLABORATION & ENGAGEMENT
AGILE EXPERIENCE
CURIOSITY
COMMUNICATION
& STORY-TELLING
PROTOTYPING
& TESTING
DESIGN
METHODOLOGIES
Mahi
MAHI
PROTOTYPING
ON-DEMAND
PUBLIC TRANSPORT
PAGE COMING SOON
DESIGNING
WITH TAMARIKI
PAGE COMING SOON
USER EXPERIENCE & CUSTOMER DESIGN
PAGE COMING SOON
REDESIGNING DIGITAL SERVICES
PAGE COMING SOON
BUSINESS-LED
DESIGN
PAGE COMING SOON
Timeline
TIMELINE
-
Te Ara Mātua Prototype (Ngāti Kahungunu).
-
Working with Tier 2 Leaders to reset the Purpose & Vision for a key Business Group.
-
Facilitated a future state design process to support young people with complex needs
-
User testing functionality of a new digital data sharing product with Care Partners
2024
-
Te Pūkāea Prototype (Ngāti Awa Social and Health Services, Eastern Bay of Plenty).
-
Visualising the end-to-end operating model of the Ministry for our Community Partners.
2023
-
Prime Minister's Awards: Engaging with community stakeholders & young people to design an improved annual event.
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Future Direction Action Plan 1.8: Embedding community voice into Ministry decision making.
2022
2021
2020
-
Service Design holisitic review of Therapeutic Care Home with Te Āti Awa.
-
Prototyping a Ministry wide Research Hub to make community insights more accessible.
-
HR Recruitment system re-design: Experience design for job candidates & hiring managers
-
Designing and creating a School Road Safety Video & Social Media campaign
2019
2018
-
Re-designing NZTA's 'book a driving test online' webpage. Customer interviews, testing user experience & prototyping with community.
-
Businesses experience of NZTA. Working with corporations to understand and improve their interaction experience with the agency.
2017
-
Community engagement, designing the customer experience of interaction with new roadside technology
-
Prototyping a new on-demand public transport system in Timaru. Understanding customer experience and impacts for community.
2016
-
Co-located with our systems vendor (Unisys) for 18 months to deliver digital product transformation using agile methodologies.
-
Wireframe design & testing of digitisation of the test papers & test routes used by VTNZ driver testing officers when assessing driving tests.
-
Provide project teams & decision makers with information about drivers, offending & regions
-
Responsible for providing the media, MoT and NZ Police with customer insight reports.
2015
-
Vehicle Licensing Reform: Engaging with customers (individuals & businesses) on the impacts of changes to WoF/CoF process.
-
Worked with VTNZ, AA & VINZ to provide data, statistical and information analysis.
2014
2013
Presenting 'Jaid', a voice-activated service to help visually impaired people, at the All Access Hackathon in 2018.
Outside work
OUTSIDE OF WORK
When I'm not working, I spend most my time with family, enjoying life on the Kāpiti coast and exploring Aotearoa...
Contact Me
CONTACT ME
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