Centricity

We work with organisations to focus on what’s important, so that together we can design and deliver exceptional experiences for their customers and employees.

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What we do

Experience & Service Design

Designing ideal experiences with comprehensive operational and system level processes.

Training & Capability Uplift

Giving you and your teams the knowledge and ability to use Design Thinking for complex problem solving.

Design Sprint & Facilitation

Need answers quick? A Design Sprint can get you there.

Coaching

Working alongside you and your teams to solve complex problems.

Advanced Service Design

We work with organisations to solve complex problems and design exceptional experiences for them and their customers. We offer Advanced Service Design which uses a combination of Design Thinking & Systems and Process analysis to understand the complexities involved with designing and delivering great experiences.

Advanced Service Design at Centricity is about understanding your customer journeys and then linking those to your internal processes and down to the business and systems logic.

We do this so that as a client you have actionable outcomes, not just a hypothetical service blueprint.

By bringing the CX Design and Systems Analysis expertise together we were able to rapidly provide system and experience level recommendations, to enable our clients to apply the changes needed

Design Sprints

Design Sprints are ideal If you need to get answers and results quickly. A Design Sprint is a time-boxed approach to problem-solving using tools from the Design-Thinker’s toolkit and here at Centricity each sprint will use the tools most appropriate for the challenge at hand.

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What do we do?

Rapid Design Sprints
Training and capability uplift in Design Thinking
Customer Experience Design
Employee Experience Design
Service Design
Design Coaching
Workshop Facilitation

Who we are

Zoe Chamel is a highly experienced independent Customer Experience and Design Thinking consultant who has worked with and led transformation change for highly successful New Zealand organisations including ASB, Mercury Energy, Te Whatu Ora, Network 4 Learning, Callaghan Innovation, Better by Design, Air New Zealand, AMP, Vodafone, Westpac and Z Energy.

Zoe began her career as a market researcher and now combines this experience with her Design Thinking expertise to solve key problems within organisations for both customers and employees, helping them explore new opportunities and implement innovative solutions to key challenges.

As the Director of Centricity Zoe has worked with major clients across New Zealand developing CX and Human Centered Design capability programmes and embedded Service Design approaches that has seen them successfully build design thinking capabilities throughout the company and has resulted in a steady pipeline of innovative new services and products.

Zoe is rightfully considered a leader in the world of Human Centred Design and has shared her insights and learnings of embedding design thinking into organisations in New Zealand and internationally.

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Innovation Capability

Giving your teams the skills and tools needed to think creatively and to design solutions that are customer centred is critical to creating a customer-focused organisation. Building that capability needs to extend beyond the Post-it’s and sharpies and look deep into the behaviours and mindsets of your organisation.

The Centricity Capability programme brings together the elements of tools, and methods, mindsets and leadership behaviours. No two organisations are the same and so no two capability programmes should be either. Designing the right capability model and playbook for your organisation is key to its success or failure.

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Who we worked with

Zoe has been working for nearly 20 year in New Zealand and has worked with organisations such as:

Testimonials

What others say about us

”Zoe has a depth of knowledge and a diversity of experience in design thinking and innovation, that is always translated to strong business outcomes. Her ability to engage, coach and mentor teams she works with is inspiring and Zoe has the ability to tailor solutions to her customer needs. I thoroughly enjoyed working with Zoe and look forward to when our paths cross again!
Junior MadureiraZ Energy

”Zoe came to facilitate a design sprint with a company she'd never worked with before. She did an exceptional job of guiding the team to produce something in a time frame that was widely considered impossible. Zoe took the numerous challenges in her stride and applied her vast experience to use pick and choose the right tools to get the job done. The retrospective was full of praise for our brilliant facilitator as well as a renewed belief in the power of bringing on an external party, expert in design thinking, to help the team do their best work.
Zane TravertonCallaghan Innovation

Like what you see? Contact us to learn how we can help your organisation deliver exceptional customer experiences.

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