Engine Service DesignThe Service Design Consultancy
Meet changing consumer expectations – Download the whitepaper
Engine Service Design
With competitors already well established in providing educational platforms and app content, the challenge for Samsung Schools was to enhance existing tablet software and services, to offer solutions to schools, teachers and students that wouldn’t rely on building a content platform.
The Engine Service Design Team re-imagined a new educational product and a service proposition, enabling a simplified method of creating inspiring lessons. The platform enhanced both lesson planning and lesson delivery, ultimately supporting an exceptional in-classroom learning experience.
Client: Global Consumer Electronics Manufacturer Duration: 16 weeks
This product had to cater for the ways teaching happened in and outside of the classroom and reflect how this might differ across the US, Europe and Asia
Taking inspiration from schools, teachers and students
The Engine Service Design Team visited schools across Europe and the US; Observing classrooms and interviewing teachers, students and administrators, we found the existing solution didn’t reflect preferred ways of teaching. Teachers and students needed a system that supported higher levels of collaboration and creative problem solving, whilst the school required an enhanced customer experience when investing in a learning solution and improved support once in place.
Focusing on lessons not applications
We set about developing designs for an enhanced digital product that would be optimised for teachers, enabling the easy creation and delivery of great lessons. The Engine Team also created a suite of new tools that could be re-used across lessons and become a real point of difference for the product.
Simultaneous design of the new product and service
The product strategy was built with two audiences in mind; The internal Digital Design Team (to design and build the new product) and internal Executives (to ensure alignemnt and support). The product design work focused on developing detailed use cases and user flows and developing the UI/UX design and GUI guidelines. The service design focused on detailing the overarching product strategy and developing the service blueprints for how schools would buy into the solution, and how ongoing support would be delivered.
The project defined the product proposition, detailed the service and product strategy and detailed the user flows and UI/UX of the key features, ready for handover to senior executive and design teams.
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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.
When you spot an opportunity to disrupt your industry with a new product or service, 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.