Creating a seamless customer experience across all channels and touchpoints is crucial for companies to stand out in today's crowded market. While many design agencies can improve customer experiences within a single touchpoint and large consultancies can advise on broad strategy and technology, achieving consistency and cohesion across the entire customer journey is a challenge for complex service organisations with multiple stakeholders and systems.
This is where Engine Service Design excels.
With 20 years of experience in designing services and experiences that feel joined-up for customers, while also defining a more connected operation and organisation to deliver them, Engine has honed a unique hybrid team and approach that blends creative agency expertise with operational and organisational acumen.
So, what does this mean for you?
Organisational acumen
At Engine, we have a deep understanding of the responsibilities and priorities of crucial stakeholders within organisations. Our ability to engage teams from the shop floor to the boardroom, and our expertise in collaboration and negotiation, enables us to make things happen.
Unlike most consultancies that align with specific commissioning roles in organisations, we've been commissioned by roles in many business areas. This approach makes sense because service design and customer experience should not belong only to one or two areas of an organisation. As a result, we're equipped to speak to and work with many roles and facilitate collaboration, ensuring a holistic and integrated approach to service design.
Technology-agnostic and independent
We don't favour a single delivery solution; instead, we focus on connecting the dots. Since the beginning, we've worked in the 'translation space' between strategy and design, spanning horizontally across a service's many channels and touchpoints.
Our approach enables us to understand the nuances of each touchpoint and how they fit into the overall customer experience. We're committed to delivering comprehensive solutions that address every aspect of the customer journey, ensuring that each touchpoint works together to create a seamless and enjoyable experience for customers.
Equipped for operational complexity with years of experience
We've learned to embrace complexity by tackling a wide range of projects that span various industries and sectors. From technology programs and new digital services to built infrastructure, national infrastructure programs, engineering organisations, frontline culture and development, and envisioning branded retail and leisure destinations, value-added services, and frontline deployment, we're effective creatives and service geeks who thrive on solving complex problems.
Our expertise and experience enable us to approach each project with a fresh perspective, delivering innovative solutions that drive meaningful results.
Service design specialists through-and-through
If you have an in-house team of service designers or work with agencies that do service design, you are part of a 'movement' in design that's been developed and enriched through use for 20 years. Engine has been there from the start when Oliver and Joe founded the agency, and it's all we do.
At Engine we've worked inside some unique and complicated organisations, including Barclays, Mercedes-Benz, Emirates Airlines and more, so we understand that the design journey is just as important as the destination. By doing what we do to help join up your organisation, we can help you connect the experience for your customers.
If you're interested in learning more, we'd love to chat - book an initial consultation with one of our service design experts today.
To learn more about Connected Service Design, click here.
