nodal.

Areas of practice

Experience design

Whether it's how your customers interact with your services, how your employees navigate their daily work, or how users engage with your digital platforms, experience design puts people at the centre of every interaction.

It's about understanding the full journey someone takes with your organisation: the frustrations, the moments of delight, and everything in between, then redesigning those touchpoints to work better for everyone involved.

When experiences are thoughtfully designed, people feel understood and valued, which naturally leads to better outcomes for your business, higher satisfaction for your customers, and more engaged employees who can focus on what matters most.

Service design & systems thinking

Understanding how all the pieces of your organisation connect and redesigning them to flow smoothly together.

Your organisation is a complex ecosystem where every process, system, and interaction connects to something else. Service design looks at how all these pieces work together to deliver value to your people, whether that's customers receiving your services or employees trying to get their work done.

It's about mapping out what's really happening behind the scenes, identifying where things get stuck or fall through cracks, and redesigning the whole system to flow more smoothly.

This might involve streamlining how information moves between departments, improving how different teams collaborate, or redesigning processes so your people can focus on meaningful work rather than wrestling with broken systems.

When your internal systems work well together, everything else (customer service, employee satisfaction, business outcomes) naturally improves too.

Design thinking & workshop facilitation

Bringing your teams together to ask better questions and build solutions that actually stick.

Sometimes the best solutions come from getting the right people in a room together, asking better questions, and creating space for different perspectives to collide in productive ways.

Design thinking workshops help teams step back from their day-to-day assumptions and approach challenges with fresh eyes, whether that's exploring new opportunities, solving persistent problems, or planning major changes.

These aren't just meetings with fancy sticky notes; they're carefully structured sessions that guide teams through proven processes to understand problems deeply, generate creative solutions, and build alignment around next steps.

The real value lies not just in the ideas you generate, but in building your team's capability to think and work differently long after the workshop ends.

Human centered design & problem discovery

Getting to the heart of what's really happening with your people to solve the right problems well.

At the heart of every organisational challenge are real people trying to get things done, and the best solutions start by truly understanding their world.

Human centered design means stepping into the shoes of your customers, employees, or users to see what's actually happening versus what you think is happening. Often the gap between these two reveals exactly where your biggest opportunities lie.

This approach helps you discover the real problems worth solving, not just the symptoms that show up in complaints or inefficiencies.

By understanding people's motivations, constraints, and unspoken needs, you can design solutions that actually work in the real world and create meaningful improvement in how people experience your organisation.

It's about solving the right problems well, rather than perfectly solving the wrong problems.

Digital leadership

Bridging the gap between business needs and technology possibilities to create meaningful digital transformation.

Digital transformation isn't just about implementing new technology. It's about understanding how technology can genuinely improve how your people work and how your customers experience your organisation.

Effective digital leadership means translating between business owners who understand their challenges and technology teams who understand what's possible, creating shared understanding that leads to solutions that actually work in the real world. It's about ensuring your digital initiatives align with organisational priorities and timelines while building capability that lasts beyond individual projects.

The best digital transformations happen when technology serves human needs, not the other way around.

Transformation

Creating lasting organisational change that sticks, even during the most challenging times.

Real transformation isn't just about implementing new processes or structures. It's about helping organisations evolve in ways that genuinely improve how people work together and serve their purpose, even when everything else feels uncertain.

Effective transformation requires careful balance between driving necessary change and maintaining the stability people need to do their jobs well. It means creating governance structures that support both rapid improvements when needed and strategic shifts that take time to embed properly.

The best transformations happen when people understand not just what's changing, but why it matters and how they can contribute to making it work.

Fractional support for growing organisations

Senior-level strategic guidance that fits your needs and budget.

Not every organisation needs a full-time senior strategist, but many could benefit from having access to one when they need it most. Fractional support gives you the flexibility to engage senior-level expertise precisely when and how it's most valuable for your organisation.

Whether you're navigating a specific challenge, planning a major initiative, or simply want someone experienced to bounce ideas off, fractional engagement lets you access nearly 25 years of cross-sector expertise without the commitment and cost of a full-time executive hire.

Not sure where to start?

The best solutions start with understanding your unique context, and that begins with a simple conversation.

Many organisations know something needs to change. Maybe customers aren't as happy as they used to be, employees seem frustrated with systems that don't work well together, or projects aren't delivering the results you expected. But pinpointing exactly what needs fixing and where to begin can feel overwhelming. That's completely normal, and it's exactly where I can help.

Whether you're wondering "Can you help with our customer service issues?" or "We need to improve how our teams work together but don't know what we actually need," the best place to start is simply having a conversation. Sometimes the most valuable thing I can do is help you ask better questions about your challenges, understand what's really going on, and figure out the right first steps together.

You don't need to have all the answers before we talk. That's what I'm here for.

Let’s talk

tim@nodal.co.nz
+64 21 128 4890