Customer Driven Transformation: Download the first two chapters

ee telecoms digital retail experience by engine


Designing and prototyping the digital in-store appointment service

The challenge

The UK mobile phone operator EE had a hunch that it could improve customer satisfaction and revenue from its retail stores, if customers could book online appointments; in order to implement such a large scale change, they needed to build an internal business case and create an appointments service blueprint to approach platform vendors. The Engine Service Design Team leveraged EEs HQ “mock shop” and Store Colleagues to design and prototype the appointment service, creating a compelling case to get the go ahead for this investment.

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

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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


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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