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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 explore how service design can tackle major business challenges and be deployed to have significant organisational impact.

A practical approach to better customer experience through service design.

Mini Client Case

Gjensidige – How to successfully engage customers

Whilst this may seem like an age-old issue it is more and more relevant as customer choice, expectations and power increase. This is important now that customers are reporting their dissatisfaction on social media, or being tempted by better experiences from competitors or start-ups like never before. Experience is a top and bottom-line issue. Evidence shows that a highly satisfied customer spends more with a business and is more likely to stay loyal.

Mini Client Case

Quicktap – How to have real impact on business’ top or bottom-line

Business face common challenges such as: how to innovate successfully, how to adapt to digital and how to launch new products successfully. All these require strong customer insight and a clear vision carried through to implementation. In all these instances, classic strategy and management tools miss out on the critical customer experience. Service design enables a more experiential, tangible and experimental approach that de-risks these challenges and ultimately enables higher performance.



Mini Client Case

Jisc – How to move the organisation forward

The hardest challenge of a customer-centric ambition is to take the organisation with you. It’s necessary to align people, processes and systems around the customer whilst also inspiring the business to invest and stick with the program. Service design’s mix of collaboration between various stakeholders, visual methods and practical experimentation has huge value to the challenge of organisational change.

Ben Reason Founding Partner

I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients.

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