Good services don’t happen by accident. They need to be designed. That’s what we do.

What we do

Good services don’t happen by accident. They need to be designed. That’s what we do. Get in touch
People deserve better services. We design them.

People deserve better services. We design them.

When you think of a good experience - having the right information provided just when you need it, being treated fairly, getting value for money - someone was there to design that. The part of a service that a customer sees is just the surface. We work with our clients to design services that seem effortless but are underpinned by rigorous research, testing and analysis to ensure they deliver.

Sectors we work in

Services we provide

Service strategy

Service strategy

We enable organisations to build actionable service strategies.

Service innovation

Service innovation

We design new services that people want and need.

Service improvement

Service improvement

We fine tune and boost the performance of existing services.

Customer centricity

Customer centricity

We help organisations align themselves around their customers’ needs.

So what is service design?

So what is service design?

Everything around you is designed. The chair you sit on is designed to support you. The shoes you wear are designed to be comfortable or make you look cool - not always both. But if you think about what you do on an average day, it’s mostly services you’re surrounded by. They should be designed with the same attention to detail. You’ve already experienced a lack of service design - the irritating call centre, the instructions that make no sense, the infuriating invoice. Good service design keeps those things from happening.

Our method

Our design process

Understand and validate

Understand and validate

We start by really listening to your customers and the people in your organisation, to gain the insights that will transform your service.

Imagine and focus

Imagine and focus

We help you imagine better services. We define opportunities to transform services and zoom in on the best that will benefit you and your customers.

Design and test

Design and test

We ensure that what we design and prototype not only works for your customers but is also realistic and sustainable for you to deliver.

Create and learn

Create and learn

Finally we help you implement and scale the service. This means training staff, piloting in key markets and measuring impact.

Who we work with

Who we work with

We work across any and all fields and industries. We haven’t met a challenge yet where our approach isn’t applicable. What we learn in healthcare, we apply in manufacturing. Every client we work with gets the same attention to detail and commitment to achieving the best outcomes, whether they’re a multinational or a startup, a hospital, a luxury retailer or an international supplier of horseshoes.

View client work
Kone, the elevator and escalator manufacturer needed to differentiate and rethink their maintenance service sales approach to encourage growth.

Client work

Kone, the elevator and escalator manufacturer needed to differentiate and rethink their maintenance service sales approach to encourage growth. Kone: A needs based maintenance service

Interested in working with Livework

Get in touch