Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help organisations with customer related challenges and how they affect the business and the organisation. Ben along with Lavrans Løvlie and Melvin Brand Flu, two other Livework partners, has recently published a new book called Service Design for Business: A Practical Guide to Optimizing the Customer Experience. Ben joins me today to talk about the book, what they have learnt, service design and how firms can use it to improve their customer experience.
This interview follows on from my recent interview – Why Should Anyone Work Here? – Interview with Gareth Jones – and is number 164 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Highlights of my interview with Ben:
About Ben (adapted from his Livework bio)
Ben is a founding partner of Livework having set-up the company in 2001. He now leads the London studio on service design and innovation projects for both UK and international clients.
In his time at Livework he has worked with multinational companies and exciting start-ups with a focus on service thinking and developing their service design methods and approach. His background is with internet and digital projects having previously worked for a number of large digital agencies.
Having experience of an extremely wide range of clients in very differing sectors with different challenges he has developed an understanding of what works on innovation, design and strategy projects. He knows how simple customer insight can help organisations rethink what they do and focus on what matters.
Livework’s working style is collaborative and team based, internally and with clients. He helps their team understand how they can work in this way on projects for the best results. He is able to see the big picture and zoom into specific details to connect experience to strategy.
They started Livework because they wanted to have a positive impact on the way people live and work. He is very proud that this ethos of optimism and practical application characterises the attitude of the whole team making Livework days exciting and stimulating.
“My daughter figured out what I do: ‘You find things that don’t work and design ways to make them better'”
You can find out more about the book here and pick up a copy here: Service Design for Business: A Practical Guide to Optimizing the Customer Experience.