2021 Pandemic Personas – Download your CX toolkit now

Making the world a better place one service at a time

Guest experience development for Virgin Hotel

Virgin Hotels

Defining the guest experience for the first Virgin Hotel

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Samsung Schools

Designing a digital solution for the collaborative classroom

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CX changes for Premier Inn

Premier Inn

Designing a premium service for a much loved budget hospitality brand

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Service design for Pegasus Life

Pegasus Life

From selling property to providing a lifestyle proposition for retirement living

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CX strategy development for online banking

Nordea Bank

Defining the customer experience strategy for online banking

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Dubai Airports CX design

Dubai Airports

Piloting a new approach to customer service and information delivery

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Service design for Global Pharma Company

Global Pharma Company

Finding valuable service applications for an emerging technology

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B2B customer journey redisign for National Grid

National Grid

Designing B2B customer journeys to support the shift from an engineering to a services-centred business

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Customer-centred service model development

Mars Drinks

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

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CX design for Magic Planet

Magic Planet

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

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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.