Meet changing consumer expectations – Download the whitepaper

mars drinks service design transform by engine

Mars Service Model Transformation

Vision for transitioning from a product to customer-centred service model

The challenge

Engine Service Design was engaged by KLIX, the drinks vending division of Mars, which wanted to explore new revenue through services beyond their existing B2B supplier contracting model. The objective was to improve their existing service model to support the acquisition and growth of accounts.


Firstly, the Engine Service Design team worked with commercial and operational experts to map their current service ecosystem. Together we interrogated this organisational and operational view of their business and their customers’ world to identify a series of quick-win and longer-term improvements and service innovations.


We provided Mars Drinks with a service vision through a series of workshops that took us well beyond simply designing “better conversations with customers” to define a new service model and route to reorganising to deliver it.

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

CX strategy development for online banking

Nordea Bank

Defining the customer experience strategy for online banking

Read more
Designing international healthcare service

Bupa International New Propositions

Designing international healthcare service propositions and a new way of working

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

engine book customer driven transformation

“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.