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severn trent service design by engine

Severn Trent Experience Redesign

Creating the blueprint to become a truly customer-centric utilities company

The challenge

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.

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

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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.