Customer Driven Transformation: Download the first two chapters

argos service vision and standards by engine

Argos

Designing a compelling service vision to transform the operations

The challenge

This much-loved UK retailer evolved its brand positioning to amplify the role it plays in customers’ lives. The implementation of this ambition had to be about more than a visual refresh and some new ads. Using our Service Design approach we worked with stores, operations and digital teams, facilitating them to translate core CX principles into operating principles and standards.

Have a similar challenge? Get in touch with the Engine Team

jaguar land rover aftersales service design by engine 01

Jaguar Land Rover

Defining and designing an own-able service experience for international markets

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philips lighting b2b retail service innovation by engine 01

Philips Lighting

Developing a brand new B2b digital retail service business

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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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Here’s how we do it

Insight to vision

Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.

Insight to vision

Design to pilot

Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.

Design to pilot

Plan to mobilise

Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.

Plan to mobilise

How we can help

Fix

It's working, but not well enough

When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.

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reimagine engine

Think differently to stay ahead

When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.

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innovate engine service design

Do something genuinely new

When you spot an opportunity to disrupt your industry with a new product or service, you need a trusted partner to guide you.

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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.