Customer Driven Transformation: Download the first two chapters

DBA 2018 Design Effectiveness Award Winners

Engine joined an esteemed roster of winners to be presented with a prestigious award at last night’s Design Business Association (DBA) Design Effectiveness Awards ceremony for our transformative work with the team at Dubai Airports.

Engine has worked with Dubai Airports (DA) since 2013, to help turn one of the world’s biggest airports into the world’s best. With increasing passenger numbers, an existing infrastructure operating at near capacity and an opportunity to capitalise on its ‘East meets West’ location, it was clear Dubai needed a new airport; but within the confines of the existing airport, DA was no longer able to ‘build’ its way out of certain obstacles. The only way to make improvements was to find efficiencies and enhancements in frontline service delivery, with the challenge of doing so at scale and accommodating the myriad cultures of its passengers.

The DA Hospitality project tangibly demonstrates DA’s vision of the future through the airport of today – by delivering ‘Modern Hospitality and Meaningful Connections’.

Rather than develop a series of discrete initiatives, Engine worked with DA to lead a more holistic approach and designed a blended service solution that included; defining a behavioural service style, training frontline staff, operational and environmental planning, digital tools and enablers, new ways of providing information and new approaches to wayfinding.

The Hospitality initiative combines frontline service and information provision, to create a new and distinctive passenger-centred service with remarkable results.

You can find out more about our award-winning work here.

More Engine work

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Mercedes-Benz

Developing a new service benchmark for aftersales servicing

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Dubai Airports

Piloting a new approach to customer service and information delivery

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Resources

What are the fundamental factors of a design-led approach?

Let's face it, people are attracted to well-designed things, valuing them more than poorly designed ones.

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A Guide to Ecosystem Services Design

Business ecosystems are creators of value. Here's a practical and accessible approach to unlocking value within your business ecosystem.

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