Service Design Consultancy For Retail Sector | Engine

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

"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.

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.

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.

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.

How we can help

It's working, but not well enough

When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.

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Think differently to stay ahead

When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.

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Do something genuinely new

When you spot an opportunity to disrupt your industry with a new product or service, you need a trusted partner to guide you.

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Work

FEATURED CASE STUDY

Sainsbury’s CX Transformation

Using service design to lead an ambitious customer experience transformation programme

When pricing came under pressure for Sainsbury’s and mobile technology-enabled wide-scale diversification of shopping habits, the super-grocer needed to shift the focus for customer experience design from tactical deployment to a strategic capability.

Retail

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Argos Customer Experience Vision

Designing a compelling service vision to transform the operations

Retail

philips-lighting-b2b-retail-service-innovation-by-engine-01

Philips Lighting B2B Retail Services

Developing a brand new B2b digital retail service business

Manufacturing and Technology

B&Q Service-Led Store Concept

Vision for Experience Stores

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EE Digital In-Store Appointments

Designing and prototyping the digital in-store appointment service

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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

Retail

Resources

A picture of some people wearing green tshirts with 'crew' on the back while helping people at a kiosk or bar

Four tips for designing beautiful services

The moving parts of a beautifully designed service work seamlessly together without the customer, or service staff, realising it.

Engine releases ‘The Big 6’ service design and CX trends report

‘The Big 6’ service design and customer experience trends report.

Two store models modelling clothes, one facing the picture wearing a black polka dot skirt, red and black top and a red cardigan with a red headband in their dark hair. The second model is facing away, wearing a black shirt

Designing a B2B service business from scratch

Engine was commissioned to support the development of Philips Retail Solutions (PRS); a new venture within Philips. Philips has three divisions, the biggest part being B2B.