For over a decade Livework has developed tools based on research, practice and trials. In combination with advanced thinking and continuous research we produce surprising customer insights, together with breakthrough business and market assessments. The tools enable us to design and create effective services for customers that organisations can deliver.

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Sketching

Sketching

Sketching is a quick and effective way to capture ideas. Better than a note on a post-it,…

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Customer Profiles

Customer Profiles

Customer profiles are pen portraits of individuals that help guide service design. A customer profile describes an…

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Shadowing

Shadowing

Shadowing is a structured observation of a customer’s experience of a service or product. Often by watching…

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Customer Interviews

Customer Interviews

Customer interviews are in-depth conversations with customers to gain insight into their lives and experiences. Structured but…

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Service Safari

Service Safari

A service safari is an experiential field trip for teams to understand how services feel from the…

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Understand Workshop

Understand Workshop

Facilitation of working sessions with a project team and/or stakeholder group. The goal of an understand workshop…

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Imagine Workshop

Imagine Workshop

Imagine workshops bring teams together to build service scenarios based on a shared understanding of customers. These…

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Design Workshop

Design Workshop

Design workshops are used to move a project from concept towards a detailed view of the customer…

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Create Workshop

Create Workshop

Create workshops provide customer experience governance on go-to-market or service upgrade projects. Projects with multiple connected workstreams…

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Lifecycles

Lifecycles

We analyse customers’ experiences at four fundamental levels – human, consumer, customer and user. Each level provides…

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High-level Designs

High-level Designs

A ‘High-level Design’ is the first step in realising a service proposition. It defines the key experience…

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Service Blueprints

Service Blueprints

To visualise how a customer experience will be delivered across different channels, we map future…

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Real Life Pilots

Real Life Pilots

We work with our clients to prove service concepts in real-life settings where customers get to experience…

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Cross Channel Views

Cross Channel Views

Mapping customer interactions for all phases of the lifecycle, across all channels, enables us to design a…

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Service Scenarios

Service Scenarios

Combining our research and analysis with sector knowledge, we are able to imagine new and improved services…

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Organisational Impact Analysis

Organisational Impact Analysis

Translating customer journeys into impacts on business units or departments enables us to identify organisational challenges that…

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Experience View

Experience View

By mapping the positive and negative aspects of a customer experience, businesses are able to identify the…

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Hotspots View

Hotspots View

A hotspot is an area of customer irritation that has a high potential for resolution. Collaborating with our…

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