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Service design for Heathrow Airport

London Heathrow Airport

Creating the front-line service standard to deliver the 'Make Every Journey Better' ambition

The challenge

Heathrow Airport needed to develop a Service Standard for all suppliers and contractors to avoid poor customer feedback. The Engine Service Design Team worked with the airport to define the customer service standards and to align with the ‘Make Every Journey Better’ strategy and improve the passenger experience. The service standard is now included in all third-party contacting and SLAs, resulting in significant increases in staff and passenger satisfaction.

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

National Grid service design

National Grid

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

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Customer experience design for Ski Dubai

Ski Dubai

Designing the new Ski Dubai to elevate the customer experience

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ee-telecoms-digital-retail-experience-by-engine-01

EE

Designing and prototyping the digital in-store appointment service

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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.

Find out more

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.