Customer Driven Transformation: Download the first two chapters

Making the world a better place one service at a time

unite students service design by engine

Unite Students

Using service design to drive the shift from property landlord to lifestyle proposition

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sainsburys customer experience design programme by engine 01


Using service design to lead an ambitious customer experience transformation programme

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london borough of southwark service design experience by engine 01

London Borough of Southwark

Using service design to tackle the social challenges to healthy eating

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southeastern passenger blueprint rail experience by engine 01


Developing the seamless passenger blueprint for an enhanced passenger experience

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ski dubai elevate customer experience by engine 01

Ski Dubai

Designing the new Ski Dubai to elevate the customer experience

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hyundai motor studio retail experience by engine 01

Hyundai Motor Company

Designing an immersive, culturally inspired retail experience

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e.on energy customer journey design programme by engine 01

E.ON Energy

Designing better services and customer journeys for energy customers

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skanska premium service experience by engine 01


Creating a premium service experience from the sale to living in the community

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severn trent service design by engine 01

Severn Trent

Creating the blueprint to become a truly customer-centric utilities company

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samsung service design innovation by engine 01

Samsung Future Kitchen

Creating a future service vision and propositions for Samsung's smart kitchen division

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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 a management approach that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.