Supplejack - - design research and service design

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How do your customers experience you?

We believe the greatest customer experiences arise from services that are beautifully simple and smart.

Being beautiful means you have an impact on people. People like you, want to be with you, remember you and talk to others about you.
Being simple makes things clear and easy for customers. Simplicity makes you easy to understand. It also reduces wasted time and energy, so increasing efficiency.
Being smart creates real value in customers' lives and communities. A smart service is responsive and easy to improve (for both staff and customers), so also increasing its effectiveness over time.

In summary, a beautifully simple, smart experience makes good use of customer time while creating benefits for them over time. As it happens, that's also what makes a service sustainable.

Even small services can grow complicated. So we know that being simple and smart are hard work. We also know customer experiences make all the difference for them, and so for you.

We love the challenges posed by complexity and blandness in today's world.

We aim to help create experiences people can value and gain from for a long time.

How do you create beautifully simple, smart experiences?

Design research helps you explore and understand the experiences customers desire. It also helps you understand how you can design them as offerings of your service. It tells you:

What your customers need and desire from you
How to be simpler and smarter in their world
How to give them service experiences they'll tell others about

Design research uses qualitative research methods and is often supported by quantitative research. You can download a brief presentation (PDF) on design research here.

Service design helps you develop branded service offerings and touchpoints that deliver the experiences customers desire. It tells you:

How to use branding, products, services and touchpoints to create great experiences
How make these work efficiently together
What marketing and communication strategies will be most effective

Service design uses design thinking and design or innovation processes. It is often supported by specialist design expertise such as graphic, product and website design. You can download a brief presentation (PDF) on service design here and on sustainable services here.

Being beautifully simple and smart

After all that, it makes sense Supplejack wants your experience of us to be beautifully simple and smart.

Supplejack's collaborative approach to research and design help you rapidly understand how to develop your service and its offerings.

Supplejack's award-winning expertise in design research and service design make it unique and a leader in New Zealand. We owe our awards to the achievements of service clients in a wide range of sectors.

We are committed to creating value through sustainability as a small sustainable service business, and our blog shows you the reality.

You can find parallel information on Supplejack's wordpress and slideshare pages.

Thanks for visiting our site.

Stephen McKernon, Director
Supplejack founder and director Stephen McKernon has worked in consumer, social and design research for over two decades. He began his career as a quantitative researcher but has specialised in qualitative methods for over 15 years.

His experience of client needs, research methods and project outputs is extensive and spans most sectors in New Zealand.

This includes both public and private sector organisations in telecommunications, housing, finance, health, tourism and fast moving consumer goods. His expertise includes design and development tasks for products and services, for industry, organisational and social change programmes, for brands and for communications. Sustainability has been an important interest in recent times.

He holds Masters Degrees in English, Psychology and Design Management and has a Master Practitioner Certificate in Neuro-Linguistic Programming.

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