Service design consultancy for

The Finance Industry

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

Our Service Design System helps organisations such as Zurich Life and Barclays create award-winning service experiences with measurable impact

Sector_Money
barclays Nordea RSA Zurich
"Describing the experience ‘today’ and the experience we want to create ‘tomorrow’ made it super easy for teams to grasp the vision. They recognised the descriptions of the past and were able to visualise the energy and the art of the possible."

Customer Experience Director, Pegasus Life

Commodity or concierge?

Digitisation and automation have resulted in huge convenience benefits and reduced costs for customers. But these steps present financial services companies with a dilemma; to continue down the road of automation and make money management all but invisible to customers, or to go all-out and become the financial services one-stop-shop, taking on the role of aggregator, financial guide and automated trader.

Building a contactless relationship

Customers expect companies to make simple transactions easy and enjoyable. But there is more to money than transactions. Money is intrinsically linked to events in people’s lives – money is emotive. When every financial services company has a great app and streamlined business processes, financial services businesses must then differentiate through exceptional service and customer experience.

Engage and retain by becoming masters of emotion

At Engine Service Design, we work with banking, wealth and protection businesses to balance the gain from digitisation and automation, with gains achieved from tuning-in to and designing for the emotional landscape of money. We help businesses design great digital products, digital services and through-life experiences that engage and retain their customers.

Imagine what’s possible

Design the end-to-end customer journey and highlight opportunities to delight customers when it matters most.

Identify your customer experience ‘north star’ and trigger the opportunity to question current approaches, roadmaps and investment plans.

Get clarity on what the ‘sticky’ proposition and ecosystem of products and services look like for your business.

Data utilised beyond operations management to provide valuable insight on the customer experience.

Identify how next generation artificial intelligence might differentiate your proposition with a more compassionate and empathetic customer experience.

Become ‘masters of emotion’ by envisioning and pioneering the future of financial services, through the customer experiences you offer.

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.

Bupa International New Proposition

Bupa International New Proposition

Bupa International partnered with the Engine Service Design team to pioneer new service...

Barclays Bank Service Strategy Design

Barclays Bank Service Strategy Design

Barclays Bank, responding to new UK Government regulations, collaborated with the Engine Service...

Zurich Life

Zurich Life

Zurich UK Life responded to changing UK pension legislation by partnering with the Engine Service...

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

Service Design 101 eBook

Service Design 101 eBook

The main question we hear about Service Design is, will it work for my organisation?

Bridging the gap: The synergy between digital product design and service design

Bridging the gap: The synergy between digital product design and service design

In today’s fast-paced digital landscape, organisations are continually striving to deliver...

New ways of working: How can we design for the changing ways people work?

New ways of working: How can we design for the changing ways people work?

We are all still adapting to new ways of working. And with this in mind, we must ensure we are...

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.

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Learn about the benefits of connected service design