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Making the world a better place one service at a time

Service design for Unite Students

Unite Students

Using service design to drive the shift from property landlord to lifestyle proposition

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Customer experience development for Qoros Auto

Qoros Auto Company

Developing the customer experience for a completely new auto brand in China

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Service design for Barclays Bank

Barclays Bank

Developing a product and service strategy to anticipate and support customers in financial difficulty

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Design of healthcare service propositions

Bupa International

Designing international healthcare service propositions and a new way of working

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Passenger experience design for Emirates Airlines

Emirates Airlines passenger experience

Developing a five-year customer experience vision to inform technology investment

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High Speed 1 rail passenger experience by Engine

High Speed 1

Developing a best-in-class service standard and passenger experience to sustain a number 1 positioning

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Service design case for Heathrow Express

Heathrow Express

Designing a premium rail experience for a 15 minute train journey

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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.