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Customer experience design for B&Q

B&Q

Vision for Experience Stores

The challenge

The DIY retailer wanted to respond to competition from online-only retailers with a greater emphasis on service and experience in its physical stores. They asked Engine Service Design in partnership with with their retail design agency to develop a service-led store concept, to be piloted in one of their flagship stores.

Have a similar challenge? Get in touch with the Engine Team

volkswagen-connected-car-service-concept-by-engine-01

Volkswagen

Rapid envisioning of a new services for Millennials

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Service design and CX case for E.ON Energy

E.ON Energy

Designing better services and customer journeys for energy customers

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Service design transformation for Mars Drinks

Mars Drinks

Vision for transitioning from a product to customer-centred service model

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Here’s how we do it

Insight to vision

Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.

Insight to vision

Design to pilot

Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.

Design to pilot

Plan to mobilise

Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.

Plan to mobilise

How we can help

Fix

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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Reimagine customer journey

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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Innovate customer experience

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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Customer Driven Transformation

How design-led companies get more of the right services to market faster

“For any who seek to improve their services, let this book be your design-led guide. It will enable you to truly transform your service, by staging engaging, personal, memorable and even beautiful experiences.

Download a free copy of the first two chapters of our book.

With this book, the authors show you how to instil an outside-in approach to strategy; moving away from management that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.