The UK mobile phone operator EE had a hunch it could improve customer satisfaction and revenue from its retail stores if customers could book 45-minute appointments ahead of time with a staff member in their local store. To implement such a service at scale, they needed to build an internal business case and define a service blueprint and experience requirements before approaching platform vendors.
The Engine Service Design Team were given the use of EE’s “mock shop” within their headquarters. With store colleagues’ help, we designed and prototyped the appointment service over two-weeks, creating a compelling investment case.
Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.
Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.
Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.
When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.
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.
How design-led companies get more of the right services to market faster
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.