2021 Pandemic Personas – Download your CX toolkit now

Service design for Barclays Bank

Barclays Bank

Developing a product and service strategy to anticipate and support customers in financial difficulty

The challenge

In response to tougher UK Government regulations, aimed at ensuring banks do more to help customers experiencing financial difficulty, the Barclays’ Customer Experience team needed to develop and product and service strategy that would ensure proactive support for customers across five predefined phases of financial difficulty.  

The Engine Service Design team conducted a crossorganisation design process to re-imagine and develop products, service, policies, and tools for supporting customers. We defined a service architecture encompassing new products, digital tools and processes that enabled internal teams working across retail banking, business accounts and Barclay’s credit card to continuously enhance and improve their responses to customers.

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

E.ON Energy service design

E.ON Energy

Designing better services and customer journeys for energy customers

Read more
Designing digital in-store appointment service


Designing and prototyping the digital in-store appointment service

Read more
CX redesign for Severn Trent

Severn Trent

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

Read more

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


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.

Find out more
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.

Find out more
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.

Find out more

Customer Driven Transformation

How design-led companies get more of the right services to market faster

engine book customer driven transformation

“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.