Service Design Consultancy For Telecoms & Utilities Sector

As convenience becomes a commodity

Digitisation and automation have resulted in huge convenience benefits for consumers and significant reductions in the cost of serving them. Yet, the race for super-convenience presents challenges for any commoditised offering purchased largely on price; the question is, how can you win, retain customers, and retain margin?

Build a proposition around the lives and lifestyles of consumers

At Engine Service Design we help businesses add value to commodity offerings, by helping them design and deploy service-led portfolio propositions. We help businesses signal their shift from “commodity supplier and payment taker” to “solution provider offering genuine value over time”.

Define the role you want to play in customers’ lives

If the commodity offer is bought on price and switching is easy, the opportunity is to ‘go into partnership with your customers’; define a role you can play in their lives and build a portfolio offering of free and paid for solutions. Think beyond the sale to how you can make yourself useful in your customers’ lives and design a great service to deliver this value.

Imagine what’s possible:

• Envision your future portfolio of products and services and enable teams to understand the shift from a commodity business to a lifestyle proposition business.
• Go beyond brilliant e-commerce with a website your customers choose to login to because of the value they get and the relationship they can have with your brand.
• Design the end-to-end journey for your customers and identify opportunities to delight them when it matters most.
• Define the customer experience ‘north star’ for your business and trigger an opportunity to question current approaches, roadmaps and investment plans.
• Redesign your service blueprint so teams can identify the enablers and capabilities your business will need, and how to organise to deliver them.