Service design consultancy for

Telecommunications & Utilities

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

Our Service Design System helps Telco and Utilities businesses such as Vodafone and E.ON Energy create award-winning customer experiences with measurable impact

Sector_Telco
National Grid eon Vodafone Virgin Media
"Working with Engine is like breathing fresh air into an organisation. Clear thought and direction come with an immediate pace and focus."

Customer Experience Director, TalkTalk

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?

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.

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”.

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.

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.

EE Digital In-Store Appointments

EE Digital In-Store Appointments

EE, the UK mobile phone operator, aimed to enhance customer satisfaction and store revenue by...

Severn Trent Customer Experience Redesign

Severn Trent Customer Experience Redesign

Severn Trent Water sought to become a customer-centric organisation. With the help of the Engine...

Customer journey design programme at National Grid

Customer journey design programme at National Grid

National Grid designed six critical customer journeys to enhance top-down NPS and increase...

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

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Places

Envision new places and service environments

Resources

Chatbots: Three service design challenges

Chatbots: Three service design challenges

Chatbots can revolutionize a company’s customer service by automating tasks and reducing case...

Who are the top 10 best UK brands for customer service and experience?

Who are the top 10 best UK brands for customer service and experience?

July 2022 update - check out our latest resources on top companies for customer service and...

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...

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

EE Digital In-Store Appointments

Designing and prototyping the digital in-store appointment service

Severn Trent Experience Redesign

Creating the blueprint to become a truly customer-centric utilities company

National Grid B2B Customer Journey

Designing B2B customer journeys to support the shift from an engineering to a services-centred business