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Work can be meaningful and fulfilling or it can be frustrating and alienating. Modern work with automation and scale can lose the human connection.
A well designed employee experience is important for people. It also delivers productivity, retention and creates a workplace that attracts the best talent.
“I just want you to give me some of the Livework magic.”
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End to end experience We use approaches that work for customer experience challenges to improve employee experience. This means understanding the full cycle of employment and where to focus to make a positive impact. |
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Deep dive into specifics Alongside the big picture we zoom into the specifics of the experience of work that make experience better. From the first thirty days (critical to productivity) to the details of a performance review, we create immediate outcomes for people and employers. |
We want to work with organisations who understand that change is a human challenge and are looking for a partner on their journey.
What does design led change look like?
Whether your change is large or small, incremental or disruptive it will always be more effective when it understands human needs and motivations and harnesses our ability to collaborate and be creative.
Igniting a service centred growth strategy
Kone chief executive Henrik Ehrnrooth set a strategy to grow by focussing on their services business. Livework instigated this change through a flagship revamp of Kone’s maintenance service.
The new service delivered; increased conversion rates, contract value and customer satisfaction. Maintenance now delivers 33% of Kone revenues and drives repeat business.
Helping a sportswear giant become customer-obsessed
Since 2017, Livework has partnered with adidas to place the consumer at the heart of everything they do – from budget priorities to creating a shared language and mapping meaningful customer experiences.
This transformation has contributed to remarkable growth in online-originated sales.
Engaging transport for London’s staff for successful change
In the first major change to station operations in 25 years, Transport for London needed to upgrade its stations employing self-service ticket vending and contactless payments.
Livework engaged frontline staff to co-create the future of customer service under the Fit for the Future Stations program.
Expanding customer centricity at a global insurer
With a solid market position and strong financial stability, a global insurance company recognized the need for a third essential pillar for business growth: customer centricity.
Our role was to design and implement a cultural and operational transformation program, empowering all levels of the company and fostering consistent alignment—from executives to analysts.
Customer centric value change – in health insurance
How do you modernise a financial institution? Zilveren Kruis is Netherlands largest health insurance company serving some 4 million Dutch citizens.
Livework has been a partner for over eight years and has established customer centric capability across the business driving transformation of key value streams.
“… I am so impressed by all the work and the lasting relationships you have build.”
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Design Led Change
What is it about design that can transform your ability to address complex challenges?
Imagine your change initiative was faster, smoother, less risky, and delivered better outcomes. We make this possible by putting people at the centre.
Change is a deeply human challenge. When it doesn’t work, human factors are usually to blame. Think about any change you have been involved with – chances are, you will have run into some challenges.
How to ensure design led change drives measurable outcomes
The desire for change often arises in response to knowledge that things are not right and could be better. We just know. Just knowing is also not enough.
We need to know what the desired outcomes and impact of change are and we need to be able to provide evidence of value – both in a business case and as validation of success.
