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premier inn customer experience by engine

Premier Inn

Designing a premium service for a much loved budget hospitality brand

The challenge

In face of an increasingly increased competition for budget travel, Premier Inn needed to define a differentiated customer experience that would keep people coming back.  This project was critical to informing significant future investment. The Engine Service Design team developed a vision that would expand the Premier Inn signature experiences beyond the room, encompassing the end-to-end customer experience and reflecting the way people liked to travel for business and pleasure. 

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


Creating a premium service experience from the sale to living in the community

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Nordea Bank

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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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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

“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.