Logan Westwater - Service Designer, Consultant

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Work Background

Department of Corrections NZService Designer

Jan. 2024Wellington Region, New ZealandI am currently providing Service Design expertise to support in the provision of more effective and efficient health records and medication information for Health Services staff.

Kāinga Ora - Homes and CommunitiesSenior Service Designer

Mar. 2022 - Dec. 2023Wellington, Wellington Region, New ZealandI was engaged by Kainga Ora to support in the implementation of ServiceNow. Working closely with our implementation partner Deloitte, I provided Service Design capability across HR and Technology workstreams and also acted in a Product Owner capacity for the design and implementation of a staff services portal.

Maven ConsultingService Designer

May. 2021 - Mar. 2022Wellington, Wellington Region, New ZealandI was working with project teams within the DHB's including the Specialist Advice and Ambulatory care project. We engaged with health practitioners in primary care and within specialist services to identify ways to enable equitable, more sustainable, and community-based service delivery through improved access for general practice to specialist advice. I was also been part of the Front of Whare project, engaging with consumers, key ED stakeholders and staff, to develop recommendations for the design of the new Wellington Hospital emergency department.

NZ PoliceService Designer

Jul. 2020 - May. 2021New ZealandFocusing on Te Pae Oranga which draws upon Iwi Community Panels to provide alternative resolutions.

Victoria University of WellingtonTeaching Fellow

Jan. 2020 - Jun. 2020New ZealandCo-lecturing alongside Stephanie Klausen teaching Sevice Design SIDN372 at Victoria University Design School

NZ PoliceService Designer

Mar. 2019 - Jun. 2020Wellington & Wairarapa, New ZealandI was initially engaged to provide my service design skillset to the development and trialling of 'Police Connect' digital kiosks. My role expanded to also include developing a customer journey approach to Police services i.e. looking from an end-to-end and front-stage to back-stage perspective. My service focus areas included burglary, Police vetting, customer feedback about Police and lessons learnt from COVID-19.

NZ Transport AgencyService Design Lead (contract)

Oct. 2017 - Feb. 2019Wellington & Wairarapa, New ZealandMy key area of focus during this time was on the development of a mobile app called 'Drive' to support learner drivers and their coaches (often parents). My role included qualitative research with young drivers and their coaches and feeding this back into the mobile app development team. As a team we carried out scenario testing and took a customer journey approach.

Ministry of Business, Innovation and EmploymentService Designer/Business Analyst (contract)

Jan. 2017 - Oct. 2017Wellington & Wairarapa, New ZealandHealth Safety and Security Implementation Programme - This programme of work is implementing a framework for the management of Critical Risks (those that can cause serious harm or injury to staff) across MBIE. My role is to ensure a successful programme implementation and transition into BAU through engaging with different business groups, engagement with staff, facilitation of risk methodology workshops and the development of artefacts including business rules, alignment diagrams and user typologies.

NZ Transport AgencySenior Service Designer (contract)

Jan. 2015 - Dec. 2017Wellington & Wairarapa, New ZealandProjects include: New Driver Education Program - Development of DRIVE (young driver education site): This project focused on the development of an innovative web site for educating young drivers. I played a number of roles including involvement in customer research with youths and coaches in relation to site feature, stakeholder management between NZTA, ACC and Heyday to develop and sign-off key deliverable and identifying and developing deliverables to enable the transition of the project into BAU. User-centered review of PDP framework: This was a joint initiative between People and Capability (P&C) and Service Design to bring a people-focused approach to improving the PDP framework. As the co-lead we developed a framework to create user journey maps for P&C (voice of intent), team leaders (voice of experience) and team members (voice of the user). We developed three key customer journey maps and identified a number of insights and opportunities which we presented to the Senior Leadership team for approval to implement. Customer Personas: Co-lead in the development of customer personas for the Access and Use group. These were formulated using customer research, testing within the Transport Agency and insights from the Contact Centre.

NZ Transport AgencyBusiness Analyst/Service Design (contract)

Jul. 2012 - Dec. 2014Wellington & Wairarapa, New ZealandAnnual Vehicle Licensing: This was a stream within a large program of work entitled Vehicle Licensing Reform. The Annual Vehicle Licensing project looked to identify improvements in vehicle licensing and increase online licensing (‘rego’) uptake. I was involved in gathering business requirements, process modeling current state, developing customer journey maps and identifying customer needs. Vehicle Risk Ratings: This project was to change to how ACC light vehicle levies are calculated through the introduction of Vehicle Risk Ratings. I gathered business requirements, completed current state, future state and gap analysis in relation to this change and identified and managed business impacts.

New Zealand PostBusiness Analyst (contract with MAVEN)

Apr. 2012 - Jul. 2012WellingtonProcess mapping and documentation within the Payroll team of over 40 processes using Visio. Working closely with subject matter experts to test, review and finalise 'current-state' processes for upcoming improvement.

ComplyWith NZ LtdSales Consultant

Jul. 2011 - Feb. 2012Wellington- Business development in-line with sales strategy and nurturing of new sales sectors - Identification of business improvement including documentation and process - Client presentations - Sales reporting and planning