The case for Service Design
by Lavrans Løvlie
Most organisations agree that their services should be oriented towards the customer. Why then, does it happen so often that we have appalling experiences when we use banks, buses, health services, insurance companies and other services? Why are they not designed as well as the products we love to use such as an Apple iPod or BMW car?
by Ben Reason and Chris Downs
Last year 110% mortgages were on offer from lenders. Today, they are likely to demand a 30% deposit. Amid the turmoil and uncertainty, one thing we can be sure of is that mortgages will never be the same again. At live|work we want to see mortgages designed to create long-term value for all parties.
Engage patients in Service Design – Don’t be afraid to ask
by Ben Reason
In his report, High Quality Care for All, Lord Darzi defines quality in service as: “clinically effective, personal and safe.” Personal is the new word that stands out. Darzi is saying that services must be orientated around individuals; services must be fit for everyone’s needs.