2021 Pandemic Personas – Download your CX toolkit now

Making the world a better place one service at a time

Service model development for Mercedes Benz


Developing a new service benchmark for aftersales servicing

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Designing service experience for Jaguar Land Rover

Jaguar Land Rover

Defining and designing an own-able service experience for international markets

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CX design project for Heathrow Express

Heathrow Express

Designing a premium rail experience for a 15 minute train journey

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Common service standard development for High Speed 1

High Speed 1

Developing a best-in-class service standard and passenger experience to sustain a number 1 positioning

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Emirates Airlines passenger experience

Developing a five-year customer experience vision to inform technology investment

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Designing international healthcare service

Bupa International

Designing international healthcare service propositions and a new way of working

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Service design for Barclays Bank

Barclays Bank

Developing a product and service strategy to anticipate and support customers in financial difficulty

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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.