Customer Driven Transformation: Download the first two chapters

magic planet service design by engine

Magic Planet

Creating a flagship leisure and entertainment experience for 10-16 year olds

The challenge

Majid Al Futtaim (MAF) wanted to make their Magic Planet attraction the benchmark for leisure and entertainment, whilst increasing its appeal to 10–16-year-olds and their parents. This included addressing critical customer and operational challenges that were preventing the venue from achieving its full potential 


The Engine Service Design team worked alongside interior architects to re-imagine and design a flagship customer experience for Magic Planet. We created the Experience Guide, which describes in detail the physical zoning of the space and new digital experiences that will make the guest experience unique. 

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

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Dubai Airports

Piloting a new approach to customer service and information delivery

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Vision for Experience Stores

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Creating a premium service experience from the sale to living in the community

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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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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.