Severn Trent Water (STW) supplies water to over 7 million people, making it one of the biggest water and sewerage companies of the UK. Following a change in leadership, they needed to follow through on their commitment to become a truly customer-centred organisation. To guide its organisational change, Seven Trent Water engaged the Engine Service Design team to create a vision of the end-to-end domestic customer experience, and to define the changes that would be required across the business, to make it a reality.
The redesigned customer experience included a clear plan to fix the basics and innovate their service offer. Detailed service blueprints that describe the customer experience and define how it unfolds across all channels, are now fully baked into their internal playbook, and used as a guide for their implementation teams.
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.