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.
Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.
Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.
Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.
When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.
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.
How design-led companies get more of the right services to market faster
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.