Service Design Consultancy For Retail Sector

Service design consultancy for

Retail Sector

Creating a compelling vision or idea that excites your organisation should not be so hard

Our Service Design System helps organisations such as Sainsbury’s and eBay to create award-winning customer experiences with measurable impact

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Create a seamless, omni-channel retail experience

Developing a single view of your customer journey gives you a clear and focused perspective of customer pain points and the opportunities for you to exceed expectations. From this foundation, service strategy and tactics that bring customers back, retain them and increase their spend will become far easier to identify and implement.

Digital transformation and service delivery

Integrating digital products and services across retail channels is central to serving customers better, offering greater personalisation and a route to deeper, long-term customer relationships. Now that consumers are thinking differently about physical retail, digital is fundamental to future success. With this new reality, understanding how to harness digital and define the right products and services, is more critical than it has ever been.

Elevating your customer service to deliver across every channel

An interaction with a member of your team on the front-line can make or break the experience for your customers, so it is essential to fully equip your customer-facing and retail operations teams. Engine Service Design work with retail businesses to transform their customer service from inconsistent across channels, to consistently exceptional, enabling them to win over new customers and keep them coming back time and again.

Imagine what’s possible

A fully immersive, intuitive and seamless digital retail experience.

Hyper-personalised digital journeys that create deeper connections with customers.

Consistently high levels of customer service, both remotely and in-person.

A re-imagined experience that gives people a reason to come into the store.

A suite of value-added services tailored to rewarding loyal customers.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Sainsbury’s CX Transformation

Using service design to lead an ambitious customer experience transformation programme

When pricing came under pressure for Sainsbury’s and mobile technology-enabled wide-scale diversification of shopping habits, the super-grocer needed to shift the focus for customer experience design from tactical deployment to a strategic capability.