Service Design YAP Design's role in transformation programs with Livework's Ben Reason.
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Apr 14, 2025 
In this conversation with Ben Reason, founder of Livework Studio, listeners discover the transformative power of design in business. Ben shares insights into his firm’s six pillars of design-led transformation, illustrated through collaborations with Adidas and the NHS. He discusses the shift in government design roles and emphasizes the importance of user experience over technology. Engaging employees in participatory design processes, he outlines how cultural rituals can enhance organizational change, driving a more human-centered approach.
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Design's Crucial Third Leg Role
- Design-led transformation integrates human factors like power, culture, and behavior often overlooked in typical change management.
- Design complements management and technology, forming a crucial third leg for successful transformation programs.
Bridge Strategy and Delivery
- Bridge strategy and delivery by making strategy tangible and piloting with frontline teams.
- Use design to zoom between big picture and details, enabling effective iterative transformation.
London Underground Participatory Prototype
- London Underground prototyped a future station engaging 700 staff to co-create roles and experiences.
- This reduced resistance and shaped a participatory change program led by executive commitment.