Engaged staff are more productive, contribute more to the organisation and deliver better services.
Whether directly working to improve employee experience or engaging staff in change we find that our collaborative, customer centric approach leads to great results.
“The speed of adoption of the frameworks was faster than I have seen before. I was really pleased with the way Livework supports the building of a company wide community of EX ambassadors.”
Supporting your journey
From employee experience programs to engagement of staff in marge scale change that impact them we have extensive experience working with people to improve performance.
Employee experience programs
We have a tried and tested approach to starting and establishing employee experience operations. From initial proof projects focused on key experience journeys to full operational models and governance.
Staff engagement
For organisations with change programs that require workforce engagement (large or small) we deliver design-led programs where staff are involved in the redesign of their roles and working practices to support the change. The results are faster adoption and low resistance to change.
Supporting cases
What does success look like?
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.
Transforming prisons by operationalising innovation
The Dutch prison system needs to change to address acute staff shortages. The job of a prison officer has become less desirable for a wide range of reasons from changing expectations of employees to an aging population. More shortages just add to the pressure on existing staff. The work needs to modernise to adapt and make the job more efficient and more rewarding.
Design Led Change
How to employ design to change the way you change
We have seen that design is a great integrator and enabler of alignment in organisations. This is why it is an effective facilitator of change. However, design must be set up correctly and not be stymied by countervailing forces. It must be well integrated and connected. In this webinar we will share how we have supported 2 of our clients to do this.
Customer experience architecture: why customer journeys aren’t enough
The ways we visualise and understand our organisations leave us with slices of insight that don’t align with each other. We have hundreds of views of what we do and how we do it. There are org charts and RACI’s, technical architectures, enterprise architectures, product lists, feature lists, customer segmentation and marketing rollout plans. But so few of those individual artefacts show how one connects to another to actually deliver value to your customers.
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.
