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Making the world a better place one service at a time

All Automotive Aviation Governance & Public Services Healthcare Leisure & Hospitality Manufacturing & Technology Money Property Rail Retail Telecommunications & Utilities
Arabic and Indian Men leaning over a railing from behind

Global consumer-technology business

Identifying and implementing a clear path for future customer self-service automation

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Guest experience development for Virgin Hotel

Defining Virgin Hotels Guest Experience Vision

Defining the guest experience for the first Virgin Hotel

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A computer tablet with a year 8 biology lesson on the screen with the class attendees on the right. Above the tablet is a mobile phone showing the teachers view of the digital class

Samsung Schools Digital Solutions

Designing a digital solution for the collaborative classroom

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Designing service experience for Jaguar Land Rover

Jaguar Land Rover Customer Research

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

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CX design project for Heathrow Express

Heathrow Express Premium Rail Experience Design

Designing a premium rail experience for a 15 minute train journey

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Common service standard development for High Speed 1

HS1 Improving Passenger Experience

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

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Dubai Airports CX design

Dubai Airport Customer Service Design

Piloting a new approach to customer service and information delivery

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Service model development for Mercedes Benz

Mercedes-Benz Aftersales Model

Developing a new service benchmark for aftersales servicing

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A tablet displaying the Emirates Airlines website demonstrating the improved passenger experience

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 New Propositions

Designing international healthcare service propositions and a new way of working

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Service design for Barclays Bank

Case Study – Barclays Bank Service Strategy Design

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.