Service Design resources and insights

Keynote speech Service Design Global Conference, Amsterdam

In recent years there have been great improvements in passenger experience in the aviation industry, however, customers are still looking for that smooth and easy travel experience, where they feel valued and important

Operationalising a new strategy, or indeed a new service should trigger organisations to question what they are or are not measuring.

Earlier this year, Engine Director Joe Heapy spoke at the Forrester Enterprise Architects Council event in London.

Engine Service Design worked with Mercedes-Benz to develop an end-to-end service proposition for their after-sales experience and customer care.

Positioning itself as a meta-discipline, packaging up the strategic functions found elsewhere in design; Service Design is gaining traction as the business friendly face of design.

Engine was commissioned to support the development of Philips Retail Solutions (PRS); a new venture within Philips. Philips has three divisions, the biggest part being B2B.

Design research is an implicit and inseparable aspect of service design. Traditional research skills such as listening, observing and investigating alone are not effective enough for service design.