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Heathrow Express service design

Heathrow Express Premium Rail Experience Design

Designing a premium rail experience for a 15 minute train journey

The challenge

Heathrow Express (HEX) wanted to understand how they could improve the passenger experience and increase the volume of passengers choosing to utilise the shuttle service between London Paddington Station and Heathrow Airport. The Engine Service Design team completed an in-depth, qualitative passenger research study, including interviews with passengers travelling to and from the airport, and shadowing passengers onboard to develop a series of service and customer experience design recommendations, encompassing both short and mid-term improvements. 

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

Service design and CX case for E.ON Energy

E.ON Energy Customer Experience

Designing better services and customer journeys for energy customers

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Design of healthcare service propositions

Bupa International New Propositions

Designing international healthcare service propositions and a new way of working

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THAT: omni-channel lifestyle store

Defining the Customer Experience masterplan for a first of its kind concept store in the heart of Dubai

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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


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

engine book customer driven transformation

“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.