I am a founding partner of Livework having set-up the company in 2001. I now lead the London studio on service design and innovation projects for both UK and international clients.

In my time at Livework I have worked with multinational companies and exciting start-ups with a focus on service thinking and developing our service design methods and approach. My background is with internet and digital projects having previously worked for a number of large digital agencies.

Having experience of an extremely wide range of clients in very differing sectors with different challenges I have developed an understanding of what works on innovation, design and strategy projects. I know how simple customer insight can help organisations rethink what they do and focus on what matters.

Our working style is collaborative and team based, internally and with clients. I help our team understand how they can work in this way on projects for the best results. I am able to see the big picture and zoom into specific details to connect experience to strategy.

We started Livework because we wanted to have a positive impact on the way people live and work. I am very proud that this ethos of optimism and practical application characterises the attitude of the whole team making Livework days exciting and stimulating.

“My daughter figured out what I do: 'You find things that don't work and design ways to make them better'"
Articles
The only person that everyone has in common is the customer – Interview with Ben Reason of Livework

The only person that everyone has in common is the customer – Interview with Ben Reason of Livework

Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help organisations with customer related challenges…

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Service Design for Business: Behind the scenes

Service Design for Business: Behind the scenes

‘Service Design for Business’ is the result of three years’ work at Livework (neatly packaged in a new book). In it we…

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A ‘new’ Old Street: Changing London underground – Livework style

A ‘new’ Old Street: Changing London underground – Livework style

While London enjoyed hosting the Olympics in 2012 and London Underground had all hands on deck to ensure that transport to the…

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UK pension changes: new challenges for pension services

UK pension changes: new challenges for pension services

In the recent UK budget the chancellor (finance minister) announced changes to the pension system. The requirement to buy an annuity for…

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Livework adds Spice to communities

Livework adds Spice to communities

The need for greater self-sufficiency and resilience in our communities is a hot topic. Governments, aware of the limitation of public services,…

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Value delivered vs value received

Value delivered vs value received

At the heart of why customer experience is a challenge for organisations is the inherent tension that exists between a business and…

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The service design promise

The service design promise

Service design promises something that — although hard to pin down — does have some common characteristics. I would argue that at…

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Reinventing mortgages

Reinventing mortgages

Once 110% mortgages were on offer from lenders. Today, they are likely to demand a 30% deposit. Amid the turmoil and…

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Services in a multi-device world

Services in a multi-device world

At Livework we like to pull apart fashionable ideas and of late we’ve been thinking about the term “post-PC” used to describe…

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A sexier security gate

A sexier security gate

Twentieth century terror concerns have made security at the airport a major irritant for travellers. Some airports try to make the experience…

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Early Adopter: Barclays Cycle Hire

Early Adopter: Barclays Cycle Hire

Early Adopter is a new Livework service where we review services as they come to market. It is more an experiential thing…

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Experience, experience, experience

Experience, experience, experience

It seems that in all sectors today it is hard to escape talking about experience and experiences. Experience being important to organisations…

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Mind your own Business: Service Design in a B2B context

Mind your own Business: Service Design in a B2B context

Data is the new oil and the money is in refining it to create valuable services that customers cannot live without. In…

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A Healthy Relationship

A Healthy Relationship

Most healthcare systems are attempting to deliver services that are efficient, effective, and value for money. To this end, there is a…

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Publications & presentations
SERVICE DESIGN: From Insight to Implementation - Korean

SERVICE DESIGN: From Insight to Implementation - Korean

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies…

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Service Design for Business

Service Design for Business

A practical guide to optimizing  the customer experience  This book is for anyone who is interested in services…

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Opportunities to engage young victims

Opportunities to engage young victims

Working through that challenge, we also uncovered an opportunity: to create a digital solution as a first point of contact to help…

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