Service design consultancy for

Retail Sector

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

Our Service Design System helps organisations such as Sainsbury’s and eBay to create award-winning customer experiences with measurable impact

Sector_Retail
garrefour crate&barrel argos hyundai
"The 'Serve with Pride' customer service model we developed with Engine was a strong driver for the expansion of the Motor Studio brand experience. The confidence of internal stakeholders grew, and we could move forward much faster. "

General Manager, Hyundai Motor Company

Create a seamless, omni-channel retail experience

Developing a single view of your customer journey gives you a clear and focused perspective of customer pain points and the opportunities for you to exceed expectations. From this foundation, service strategy and tactics that bring customers back, retain them and increase their spend will become far easier to identify and implement.

Digital transformation and service delivery

Integrating digital products and services across retail channels is central to serving customers better, offering greater personalisation and a route to deeper, long-term customer relationships. Now that consumers are thinking differently about physical retail, digital is fundamental to future success. With this new reality, understanding how to harness digital and define the right products and services, is more critical than it has ever been.

Elevating your customer service to deliver across every channel

An interaction with a member of your team on the front-line can make or break the experience for your customers, so it is essential to fully equip your customer-facing and retail operations teams. Engine Service Design work with retail businesses to transform their customer service from inconsistent across channels, to consistently exceptional, enabling them to win over new customers and keep them coming back time and again.

Imagine what’s possible

A fully immersive, intuitive and seamless digital retail experience.

Hyper-personalised digital journeys that create deeper connections with customers.

Consistently high levels of customer service, both remotely and in-person.

A re-imagined experience that gives people a reason to come into the store.

A suite of value-added services tailored to rewarding loyal customers.

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.

Argos Customer Experience Vision

Argos Customer Experience Vision

The UK retailer redefined its brand, collaborating with Engine's Service Design to translate...

eBay Reimagining The Seller Journey

eBay Reimagining The Seller Journey

As eBay expanded from a basic peer-to-peer auction site to a global marketplace accommodating...

THAT: omni-channel lifestyle store

THAT: omni-channel lifestyle store

THAT would be an ambitious concept store that would rely on the store offering their target...

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

How to win more customers: Design an easy and enjoyable experience

How to win more customers: Design an easy and enjoyable experience

An exceptional customer experience is the key to winning and retaining customers. A good digital...

The future of retail is omnichannel: the 7 most important things retail brands should do

The future of retail is omnichannel: the 7 most important things retail brands should do

The COVID-19 pandemic has profoundly affected the retail sector, with many stores forced to close...

THAT Retail Concept Store wins “Best Experience Design” Award

THAT Retail Concept Store wins “Best Experience Design” Award

The whole team at Engine Service Design would like to congratulate Grégoire Charpe-Civatte...

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

More Case Studies

Argos Customer Experience Vision

Designing a compelling service vision to transform the operations

eBay Reimagining The Seller Journey

Reimagining the digital service proposition and journey for sellers.

THAT: omni-channel lifestyle store

Defining the Customer Experience masterplan for a first of its kind concept store in the heart of Dubai