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Design innovation service for Philips Lighting

Philips Lighting

Developing a brand new B2b digital retail service business

The challenge

Philips Lighting needed to add value to their Retail Lighting Systems category; The Engine Service Design Team worked with their customers and ventures team to define Philips Retail Solutions, a new B2B service, value proposition and software platform; that enables retailers, retail design agencies and Philips solutions experts to design and manipulate store lighting and media across connected retail displays to drive footfall and commercial activity and gather data on customer’s shopping behaviours. The service design developed how the service would work for customers, what they key customer journeys would be and how the digital aspects if the service should function and feel.

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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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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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Southeastern Passenger blueprint rail experience

Southeastern

Developing the seamless passenger blueprint for an enhanced passenger experience

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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.