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Service Design resources and insights

Hybrid Support Services Are Here To Stay

Hybrids used to be the realm of flowers and cars. Then COVID-19 threw support services into the mix: at the deep end. Although it is fair to say that things were already evolving towards hybrid support services, the global pandemic really accelerated the change. It allowed businesses and services to use hybrid systems in ways in which they might never have otherwise envisaged. To misquote Plato: “Necessity is the father of invention”.

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New Ways Of Working: How Can We Design for The Changing Ways People Work?

We are all still adapting to new ways of working. And with this in mind, we must ensure we are working to create a positive work culture both as things change and for the future. A working environment that encourages personal and professional growth and offers opportunities for building meaningful connections must be a priority for companies that wish to thrive.

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The 10 Principles for Designing People-Centred Workplace Experiences

As the world of work continues to shift and change, we need to design workplace experiences that reflect the new world order. With the Covid pandemic altering how, when, and where people now wish to work, companies who want to attract and retain the best talent must reassess their workplaces to create a people-centred experience.

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How Will The Metaverse Change The Way Customers Interact?

If you are not entirely sure what the metaverse actually is, you’re not alone. You’ll hear and see references to the metaverse everywhere at the moment, but what exactly is it? Different articles you read will all define it differently, but Wired has a helpful suggestion to make it more accessible, while also pointing out how abstract a concept it can be: “Mentally replace the phrase “the metaverse” in a sentence with “cyberspace.” Ninety percent of the time, the meaning won't substantially change”.

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Service Design 101 eBook

The main question we hear about Service Design is, will it work for my organisation?

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Chatbots: Three service design challenges

Chatbots can revolutionize a company’s customer service by automating tasks and reducing case volume. However, they are only useful as an alternative to human customer service agents when designed properly. Poorly planned chatbots can frustrate and alienate customers instead.

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Why I love service design and why you might too

We discover why Joe Heapy, co-founder and managing partner of Engine Service Design, still finds service design so exciting – and why it might also be the career for you.

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Employee Experience eBook

Is your employee experience negatively impacting your customers? Unhappy employees leave businesses, which creates a retention problem. Or worse – they quit and stay, giving you an engagement problem.

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The future of retail is omnichannel: the 7 most important things retail brands should do

The COVID-19 pandemic has profoundly affected the retail sector, with many stores forced to close at the height of lockdown. During that time, consumers switched their spending to online. The shift back to in-store purchasing has begun, but a far higher proportion remains online than before the crisis.

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The importance of adapting service experiences to rapidly-changing customer needs

With the pandemic forcing companies to adapt rapidly throughout to offer products and services remotely, the landscape has changed. Organisations who managed to swiftly take their offerings online were rewarded for their quick response when we all discovered COVID-19 would have much longer-term implications than we could have imagined.

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