Customer Driven Transformation: Download the first two chapters

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.

However, as Steve Jobs clearly understood – design is about more than how something looks. It’s even about more than how something works. Design is as much about a process as it is about a product. It’s a way of thinking and working; importantly it’s an attitude that says, ‘how can we make this thing the best it can be?’

Market-leading businesses have long seen the value of ‘design thinking’. We call our approach to it ‘Design-led Change‘. What it means for us is, helping our clients deliver remarkable services and experiences by FIRST reimagining the products and services they SHOULD provide, and THEN how they should REORGANISE with the goal of delivering them.

Four fundamental factors lay at the heart of achieving and maintaining this shift.

From a customer experience perspective, a design-led approach is about:

  1. Envisioning the service experience you should deliver.
  2. Scoping what’s needed to deliver the target level of service.

And from a business perspective, the focus is on:

  1. Scaling the customer experience function by inspiring and enabling your team to sustain and evolve the target experience.
  2. Shaping the company culture through developing and embedding teams at all levels with customer-centred and design-led ways of working.

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

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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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A day in the life of a Service Designer

What does a Service Designer do all day? We asked Engine Service Designer, Sam Hirsch to share.

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What are the skills of a design-led business?

“To deliver a great customer experience, you need a great organisation – one that places customers at the heart of their decision making is vision-led and structured in a way to encourage and support the conception and delivery of mutually valuable services.”

Download the full report on the fundamental factors of a design-led approach to find out more.

Here's a collaborative, systematic and creative way of developing and embedding the required vision, capability and culture to succeed.