Customer Driven Transformation: Download the first two chapters

london heathrow airport service standard by engine

London Heathrow Airport

Creating the front-line service standard to deliver the 'Make Every Journey Better' ambition

The challenge

Heathrow Airport needed to develop a Service Standard for all suppliers and contractors to avoid poor customer feedback. The Engine Service Design Team worked with the airport to define the customer service standard and to align with the ‘Make Every Journey Better’ strategy. The service standard is now included in all third-party contacting and SLAs, resulting in significant increases in staff and passenger satisfaction.

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

dubai airports hospitality customer experience pilot by engine 01

Dubai Airports

Piloting a new approach to customer service and information delivery

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ebay designing the sellers digital experience by engine 01

eBay

Reimagining the digital service proposition and journey for sellers

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sainsburys customer experience design programme by engine 01

Sainsbury’s

One supermarket, many ways to shop

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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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