Young girl getting a medical check up by a female doctor

Designing business operations to improve services and uplift community wellbeing

The Fono


The Fono is New Zealand’s largest Pacific organisation providing health, wellbeing and educational services with the mission of improving the lives of people, especially Pasifika. They specialise in delivering culturally appropriate care that meets the unique needs of the communities they serve.

The Challenge

The Fono needs to prioritise between immediate clinic needs or investing in digital touch-points because the Pacific community and general New Zealand struggle to access services from home. Rapid growth causes operational procedures to break.

The Solution

Our service designers created the blueprint that informed everything from business strategy and customer experience. As a result, The Fono community has easy access to information and services critical to their health and well-being.

services redesigned to align people, process and systems
of The Fono staff members involved in the transformation
customers surveyed, interviewed and workshopped to inform the approach
service opportunities identified and change program initiated
Family of 12 in their pacific island attire
Young girl in the dental chair getting a consultation by the dentist
Family gathered around while opening a food parcel


Enabling financial wellbeing

Turning a credit card blog into a best in class knowledge hub