Customer Driven Transformation: Download the first two chapters

pegasus life service design by engine

Pegasus Life

From selling property to providing a lifestyle proposition for retirement living

The challenge

Pegasus Life needed to enhance their end-to-end service, from sales through to living as a long-term residentacross all their residential lifestyle communities for older people. The Engine Service Design team conducted in-depth customer research to fully understand the different phases and journeys within their resident experience, mapping the emotional journey residents and their families followed throughout each stage.  

 

From this foundation, we developed an enhanced salescommunity integration and living experience for residents, including how their wellbeing would be catered for as they move into the later stages of life. 

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

helsinki airport customer experience vision by engine 01

Helsinki Airport

Designing the passenger experience for the Helsinki Hub at Helsinki Airport

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kent county council social innovation lab by engine 01

Kent County Council

Building a Social Innovation Lab to develop better citizen services

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argos service vision and standards by engine 01

Argos

Designing a compelling service vision to transform the operations

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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

Fix

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

“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.