2021 Pandemic Personas – Download your CX toolkit now

Passenger waiting at one of Helsinki's lounge

Helsinki Airport

Designing the passenger experience for the Helsinki Hub at Helsinki Airport

The challenge

Working with Finnair and Finavia (airline and airport operator), The Engine Service Design Team helped imagine and deliver a joint vision for service as part of the airport’s 1 billion Euro investment programme. The resulting passenger experience combined Finnish engineering excellence with world-class services and facilities that were a true expression of the Nordic region and provided a sense of space, health and wellbeing for passengers and employees.

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

Common service standard development for High Speed 1

High Speed 1

Developing a best-in-class service standard and passenger experience to sustain a number 1 positioning

Read more

Qoros Auto Company

Developing the customer experience for a completely new auto brand in China

Read more
Designing the new Ski Dubai customer experience

Ski Dubai

Designing the new Ski Dubai to elevate the customer experience

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

“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.