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Pegasus Life End-To-End Services

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

CX design for Magic Planet

Magic Planet Experience Guide

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

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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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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


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.

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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.

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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.

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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.