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ee-telecoms-digital-retail-experience-by-engine

EE

Designing and prototyping the digital in-store appointment service

The challenge

The UK mobile phone operator EE had a hunch it could improve customer satisfaction and revenue from its retail stores if customers could book 45-minute appointments ahead of time with a staff member in their local store. To implement such a service at scale, they needed to build an internal business case and define a service blueprint and experience requirements before approaching platform vendors.

 

The Engine Service Design Team were given the use of EE’s “mock shop” within their headquarters. With store colleagues’ help, we designed and prototyped the appointment service over two-weeks, creating a compelling investment case.

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

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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.