Pegasus Life needed to enhance their end-to-end service, from sales through to living as a long-term resident, across 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 sales, community integration and living experience for residents, including how their wellbeing would be catered for as they move into the later stages of life.
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.