2021 Pandemic Personas – Download your CX toolkit now

zurich life digital service design by engine

Zurich Life

Driving greater customer engagement through digital services

The challenge

Country-specific changes in legislation, such as the UK allowing people to withdraw unlimited amounts of pension savings as cash, have changed consumer behaviour and represented both a challenge and an opportunity for Zurich. The Engine Service Design Team led three major customer experience design projects for Zurich and delivered numerous workshops in the UK, Italy and Switzerland, resulting in the design and development of a suite of digital services and reimagined customer journeys.

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

nordea banking service design by engine 01

Nordea Bank

Defining the customer experience strategy for online banking

Read more
bq vision for experience stores by engine 01

B&Q

Vision for Experience Stores

Read more
unite students service design by engine

Unite Students

Using service design to drive the shift from property landlord to lifestyle proposition

Read more

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

Fix

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.