AI is everywhere, it is turbo charging our design craft, driving business efficiency and, most importantly, changing our customer experiences.

But how do customers respond to it?

Would you be happy having your child's school chosen by an automated agent?

Would you feel confident in make complex financial decisions, under the guidance of a automated agent?

Would you feel motivated to change your health behaviours through the coaching of an automated agent?

Does your appetite and comfort to engage with AI change with how you are feeling, and your emotional state?

Just as the internet age and the social age shifted paradigms for how users engage with complex information and decisions, AI is changing how customers and users navigate their way through the products and services that underpin the most important services in their lives - managing your money, managing your health, looking after your family, etc - especially in points of high emotion.

Industry predicts that 80% of financial service moments can or will be served by AI, so what does that mean for the remaining 20%?

We wanted to find out how.

So we built LIVIA, an automated agent who can help customers make decisions in different aspects of their lives.

We didn't build LIVIA because we think it's a brilliant idea.

We didn't build LIVIA to launch it.

We created LIVIA to test it. To test it and understand how real people, from across society, might accept AI in the most complex and challenging moments of their lives.

Join us to understand what we learned about human beings, human decision making, and what we are willing to accept from AI.

An experience and service designer by background, Will leads multidisciplinary design teams to help large, complex, often regulated organisations to either Optimise service provision or Reimagine propositions and experiences.

Will works at the intersection of Desirable, Feasible, Viable, Allowable and Sustainable ensuring that all design decisions sustainably meet the long term needs of users, the business and regulators within the unique technological and operational context.

Will is ruthlessly user-centered and follows a Human-Centered Design methodology through which he works to understand and define the needs and behaviors of the audience he seeks to serve. 

With over 20 years of experience, Caroline is a dedicated and energising leader who builds bridges of human understanding between the world's largest organisations and the people they serve. A senior leader in the Research & Insights Practice at EY Seren in London, Caroline has conducted over 5000+ hours of research for hundreds of clients, listening, immersing, and learning from thousands of people all over the world. 

A Gen AI optimist, Caroline is passionate about exploring and understanding how organisations approach the challenges and opportunities that Gen AI technology brings through human-centred research and design. She enthusiastically believes that if we ‘fall in love with a problem’, organisations can use Gen AI to innovate far beyond ‘use cases’ and can unlock extraordinary opportunities for customers, teams, and brands.