Whether you call it innovation, improvement or transformation, change will only be truly effective if your customers are your guiding light. Customer value is the thread that unites all your people, processes and parts.
We help you align around customer value in three key areas:
What does customer value mean for your organisation?
We work with you to create a robust, tangible vision that your stakeholders can all align around and start working towards.
How do you know if you are truly connecting your organisation to customers beyond the silos?
We enable customer-centric change by devising ways to govern the process of operating and improving services.
How does it all work in practice?
We get teams engaged in delivering customer value. We help them design and implement the journeys that will make your strategy reality.
Challenges we address
In our work, we combine customer-centricity with the transformational power of service design to address four common and closely connected challenges:
What are the best strategies and solutions that will enable sustainable transformation for us?
How do we achieve the promise of digital whilst delighting customers and staying competitive?
How do we orchestrate our business so that it’s truly centred on driving customer value?
Innovation by Design
How can we develop and innovate our services to create and capture real customer value?
Kone set the strategic goal to grow their high margin, repeat revenue services business. They would need to differentiate to win and retain customers -but how?
We uncovered the value drivers for four key customer types and defined a service proposition that delivered to their specific needs. We then translated this into a sales approach enabled by new digital tools. Resulting in increased sales, order value and delivery efficiency.
Adidas strives for ‘consumer obsession’. To put consumer value at the heart of their digital transformation. They needed to ensure this vision was translated into their transformation roadmap.
Livework supported adidas over six years to guide the translation of strategic priorities into delivery teams – across digital, retail and wholesale. With consumers at the heart. We left them self-sufficient with their own service design team.
The NHS in Sussex has a digital strategy that aims to improve patient experience and care through key enabling technologies. It is essential that the technologies deliver what patients and staff need.
We have helped Sussex to ensure that these transformations are guided by a deep understanding of needs and value. Taking patient and staff needs and translating them into requirements for systems implementation. From insight to Jira ticket.