Service design consultancy for

The Leisure & Hospitality Sector

Creating a compelling vision or idea that excites your organisation should not be so hard

Our Service Design System helps organisations such as Virgin Hotels and Ski Dubai to create award-winning customer experiences with measurable impact

Sector_Hospitality
cunard Premier Inn IHG Virgin Hotels
"Engine proved themselves to be brilliant partners, and true global leaders in service design."

Customer Experience Director, Premier Inn

Adaptation will be the new standard

It’s been a challenging time for the leisure and hospitality industry, to thrive again will mean staying in tune with the changes in customer preferences and behaviours and putting in place solutions that cater for both short-term trends, and accelerated trends that are increasingly characterising the way we live and the expectations we place on the services we use.

People supported by digital service experiences and channels

Customer expectations for reassurance, control and flexibility have significantly increased, placing greater emphasis on the quality of service and the digital customer experience. For service providers, this will place emphasis on improving the customer experience in every channel that provides customers with access to information, offering seamless transactions, greater personalisation, and total control throughout.

Designing your future service offering requires thinking differently

At Engine Service Design, we can help you think resourcefully in response to new customer needs and behaviours, enabling you to adapt both what and how you offer your service and experiences to customers. Opportunities will be revealed when you step back, assess assets and capabilities and conceive innovative ways to adapt them and better cater for customers.

Imagine what’s possible

Digitally enabled hospitality services that cater for customer’s end-to-end experience and increase loyalty as a result.

Adapted and reassuring customer experiences designed to cater for the new needs and behaviours of customers.

New service offers and propositions that take what you have, re-purpose and package them to target different customers.

Deliver world class self-serve experiences that allow a leaner operation, whilst offering more control and variety throughout the customer experience.

Development of propositions that directly cater for new and emerging trends, such as localism and conscious travel.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Premier Inn's Premium Service

Premier Inn's Premium Service

Premier Inn, aiming to retain budget travellers in a competitive market, collaborated with The...

Magic Planet Experience Guide

Magic Planet Experience Guide

Majid Al Futtaim (MAF) sought to make Magic Planet Dubai's top leisure destination, collaborating...

Ski Dubai Experience Masterplan

Ski Dubai Experience Masterplan

Ski Dubai collaborated with the Engine Service Design team to modernise its customer experience and...

Connected Service Design

Creating remarkable experiences your customers will love requires the seamless integration of the technology, people and places that make your customer experience unique. We call this Connected Service Design.

Learn about the benefits of connected service design

CX Vision and Design

CX Vision & Design

Envision a connected customer service you can operationalise

Products-1

Products

Make an impact with a new original service and product

People-1

People

Realise your brand through your people

Places-1

Places

Envision new places and service environments

Resources

Customer-led vs Technology-led: Leveraging Service Design for Digital Products

Customer-led vs Technology-led: Leveraging Service Design for Digital Products

Balancing customer needs with emerging technologies is the cornerstone of success in today's...

Six essential tips for crafting exceptional customer experiences

Six essential tips for crafting exceptional customer experiences

In today's ever-evolving business landscape, delivering exceptional customer experiences has become...

5 Ways a company can benefit from a service blueprint

5 Ways a company can benefit from a service blueprint

This is the final blog in a the Service Design series, where we explore 5 key tools in the Service...

Book time with a service design expert.

Discover the transformative power of service design and unlock the full potential of your business. Get in touch with our service design experts today and start improving or innovating your services and customer experience.

Read our privacy statement.

Learn about the benefits of connected service design