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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 Oranga Tamariki.
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 work with.
A big part of my role is about engaging with communities, building trusted relationships and facilitating a space in which great design can occur.
Experience
EXPERIENCE
AUG 2019 - PRESENT
I'm currently working with Oranga Tamariki as a 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 in question.
My focus is the experience of the people I'm working with. 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
REDESIGNING DIGITAL SERVICES
PAGE COMING SOON
PROTOTYPING
ON-DEMAND
PUBLIC TRANSPORT
PAGE COMING SOON
DESIGNING
WITH TAMARIKI
PAGE COMING SOON
USER EXPERIENCE & CUSTOMER DESIGN
PAGE COMING SOON
MAKING SERVICES ACCESSIBLE TO ALL
PAGE COMING SOON
BUSINESS-LED
DESIGN
PAGE COMING SOON
WORKING WITH COMMUNITY
Standing alongside my project colleagues and the Minister for Children for the launch of Te Ara Mātua: a new and improved way to support whānau through early intervention to limit whānau involvement with Oranga Tamariki. Working on this iwi led project, alongside community partners and Ngāti Kahungunu was a privilege and a highlight of my mahi in 2023.
APRIL 2023 | Te Ara Mātua
Timeline
TIMELINE
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Te Ara Mātua Prototype (Ngāti Kahungunu).
-
Working with Tier 2 Leaders to reset the Purpose & Vision for a key Business Group.
2024
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Te Pūkāea Prototype (Ngāti Awa Social and Health Services, Eastern Bay of Plenty).
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Visualising the end-to-end operating model of the Ministry for our Community Partners.
2023
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Prime Minister's Awards: Engaging with community stakeholders & young people to design an improved annual event.
-
Future Direction Action Plan 1.8: Embedding community voice into Ministry decision making.
-
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
2020
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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
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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
2016
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Service Design holisitic review of Therapeutic Care Home with Te Āti Awa.
-
Prototyping a Ministry wide Research Hub to make community insights more accessible.
-
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.
-
Co-located with our systems vendor (Unisys) for 18 months to deliver digital product transformation using agile methodologies.
2022
2021
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Wireframe design & testing of digitisation of the test papers & test routes used by VTNZ driver testing officers when assessing driving tests.
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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
Play Video
Presenting 'Jaid', a voice-activated service to help visually impaired people, at the All Access Hackathon in 2018.
Contact Me
CONTACT ME
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