What we do :
What we do
We have designed our services to fit a range of client needs. We will work with you to create the right mix for your context through our pre-engagement service requirements session. Our unique combination of disciplines is designed to focus on the needs and desires of customers and create excellent services.
Service Improvement |
Service Innovation |
Service Strategy |
We transform the performance of existing services to create experiences that customers love and recommend. |
We expand core propositions and create new opportunities for business and the public sector. |
We help clients to define their service vision and develop a strategy that will convert their ambitions into reality. |
What we do :
How we work
Whether it’s strategy, improvement or innovation, there are four activities that make up the majority of our projects:
Insights
We engage your users and staff in interviews and co-creation sessions to help you understand real needs. Based on these insights you can co-design the service with your users and your personnel. The effect is to help you uncover barriers that prevent people from using your service, and see new opportunities for growth. Insights help you deliver a service people need and want.
Ideas
Our team of service thinkers provide a unique perspective. We use creative methods and design to solve problems. Based on real customer needs and insights, we make solutions come to life by visualising them early. We enjoy complex problems and make cross-channel experiences tangible. Our approach gives everyone a shared understanding of a future service. This gives you better support for decisions, and allows a more rapid development of your services.
Prototypes
Prototyping is a technique for testing new service concepts. The best way to understand a service concept is by experiencing the detailed interactions in use. We help you define scenarios that should be tested. We design and develop the tangible touch-points and processes that are needed to perform the prototype. We recruit users and staff and act out the scenarios. The effect of prototyping is to describe the do’s and dont’s for your service, as well as uncovering any unknown factors that could prevent your service from being a success.
Delivery
At live|work we design and specify multi-channel experiences. We help you develop for example websites, print material, phone calls and mobile applications. We also have tools and techniques to give staff, departments and decision makers a shared view of the whole service: Customer experience, front-stage and back-stage processes in one overview. It’s not enough to design each touch-point right. Our specifications enable you to build and deliver a service with the customer at the core.
Serving the community
Orange Services: Call + Reward
Design by live|work
A new standard-setting web service for the UK’s used car industry.
A team of liveworkers have collaborated with Yell and a series of third parties to design a new web service.
