Methods

Methods

These are our methods

Livework is a pioneer of service design. We have been working as service designers since 2001 when we catalysed a new design discipline. We continue to develop and improve our methods and tools to stay at the forefront of our practice.

The 'big 6' service design methods

We strive to ensure that the approach, methods and tools that we use are as effective as they can be. We focus on six core elements of service design that have impact on our clients. We bring these capabilities to all our projects in the right mix for specific challenges. We are always keen to learn more about how these methods are being used and how they are evolving.

Maintain the customer's perspective

Maintain the customer's perspective

Our approach starts with customers. Their needs and behaviour inform every aspect of our work. We gain insights on customer experience through qualitative and quantitative research, with a focus on tangible interactions with a service and the behaviour of customers.

Related tool: Customer typologies
Reframe challenges to identify better solutions

Reframe challenges to identify better solutions

We are a creative team able to look at challenges and opportunities from new perspectives and reframe them to creatively identify solutions. We have developed a deep understanding of services for a wide range of sectors that informs our work.

Use design to make the new tangible

Use design to make the new tangible

We use the unique ability of designers to make ideas and plans tangible. We develop solutions as stories, scenarios, mock-ups and models. This enables us to make the future tangible and real, so that we can bring it to life and inspire others.

Prototype to learn quickly

Prototype to learn quickly

Prototyping is testing innovations or improvement with customers before full-scale development or roll-out. It reduces investment risks. We build and test prototypes to learn about the value of our ideas, in order to design in real-world settings with customers.

Collaborate to align teams

Collaborate to align teams

Designing is a team activity that brings together different skills to a solution. We work with teams across functions, disciplines and hierarchies to develop shared ideas, visions and plans. This creates understanding, buy-in and commitment that drive success.

Structure delivery around customer experience

Structure delivery around customer experience

Implementing or improving a service requires the alignment of many parts of an organisation. We use the front-stage design of the customer experience across channels as a shared vision, to guide the back-stage operational design for delivery.

Key tool: Service blueprint