Human-Centred Designer

Service Designer

Projects

Go to Diabetes | Health

Diabetes | Health

A conversation-based service to assist people diagnosed with Type II Diabetes.

Go to Reducing Family Violence

Reducing Family Violence

Designing national public engagement using SaaS digital platform.

Go to FOOD | RETAIL

FOOD | RETAIL

A user-led food improvement system for national supermarket chain.
Go to Open Data | IT

Open Data | IT

Stepping up to the citizen-owned open data challenge with Charities NZ.
Go to Hospital Therapy | Health

Hospital Therapy | Health

Service redesign to reduce medication errors on daily hospital rounds.

Go to Proof of Identity

Proof of Identity

Historic redesign of issuing of Inland Revenue Numbers.
Go to Organisational reDesign

Organisational reDesign

Redesigning structure, culture, systems and processes in a global change context.

Go to Arts

Arts

Arts festivals, touring productions, theatre and mega events like The America’s Cup.

SKILLS

Journey Mapping | User Research | Interviews
Actors' Maps | Personas | Ideation | Insight Generation
Co-creation Workshops | Business Model Canvas
Service Blueprints | Concept Design
Story Boards | Copywriting | Prototyping | Field Research
Workshop Facilitation | Organisational Design
Senior Stakeholder Engagement
Employee Experience
Storytelling

About

I’m Gina, a service designer with a background in the arts, media and large corporate organisations.

I hold a Masters in Service Design from the Politecnico di Milano, and as a result was lucky enough to experience working at IDEO Munich where I could fully immerse myself in designing solutions where human experience, strategy, creativity, research and innovation intersect. My happy place.

I love getting stuck into strategy and taking a big picture view of things to ensure that single projects or pieces of work can leverage other solutions or address multiple challenges over time. The most recent example was as the Lead Strategic Designer for the National Australia Bank in Melbourne.

I’ve been fortunate over the last 12 years as a consultant to work with some innovative, big-thinking people and organisations and to have had exposure to a wide variety of industries and topics; from entrepreneurs and global diplomacy to Start-Ups, Banking, Retail, Open Data, Charities, Energy, Education, Justice, Health, Tax, Transport and Social Welfare reform.

I love collaborating with other people who are passionate about positive impact.

When I'm not improving or innovating around processes, systems or experiences, I love making red wine, snowboarding and improving my Italian.

Designing and Improving Human Experiences

MY SERVICES

LEARN ABOUT HCD

Understand the key elements of Human Centred Design for you, your team or colleagues via tailored, fun and interactive workshops.
When given the chance, most staff are brimming with innovative ideas to improve customer and end-user experience. Learn the fundamentals to unlock latent talent.

CUSTOMER EXPERIENCE

Conduct an audit of one, many or all parts of your service touchpoints to find the biggest opportunity for improvement or innovation.
Do you REALLY know what your customers experience? How do you know this? From a single coffee order, to a luxury lodge, airport wayfinding or digital experiences, I can walk you through your customers’ experience.

IMPROVE

Learn to walk empathically in the shoes of your end users. Improve their experience. Generate innovative new offers.
Redesigning a service takes more than walls of Post-it notes. I’m qualified and can lead the way to making things better.

STRATEGIC DESIGN

A customer journey map or ideation session doesn’t deliver anything at all unless your strategy is clear, well articulated, senior stakeholders are on board and you know WHY you’re doing what you do.
I’m confident having the big conversations organisations need to have and can help bridge Design Thinking into ‘Business Doing’.

Testimonials

I want to share my passion in the power of human-centred design to improve and innovate - for everyone's benefit.

Blog

What is your organisation's biggest, hairiest challenge right now?

I'd love to chat about that with you.

Please get in touch; to talk BHP (Big Hairy Problems) or to ask about Human Centred Design or about my services.