Customer Driven Transformation: Download the first two chapters

skanska premium service experience by engine


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

The challenge

Home developer Skanska was on the verge of introducing their well-designed, responsibly produced and reasonably priced homes to the UK market via two new-build developments.  In preparation, Engine Service Design was asked to create a home buying experience that home-buying experience to match their innovative building designs and the needs of new communities of residents 


To achieve this, we started by understanding the home buying process through Skanska’s target customers’ eyes. We then looked at how, once you’re a resident, the home and the community would grow around you and provide residents with additional services that would make it attractive to live there. Ultimately, we re-imagined how the sales and purchase process could feel more like a ‘Grand Design’ process, but without the risk.   

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.

Find out more
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.

Find out more
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.

Find out more

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.