Resources (10)

Resources

Step into service design with our library of short articles, where we discuss the value and art of creating exceptional customer experiences.

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Necessity is the mother of invention

We’ve seen some great examples of organisations that have responded well to changing markets and have been able to pivot or extend existing... Read more

Designing for multiple possible scenarios

As we phase in and out of lockdowns and transition to a more pandemic-proof society and economy, these coming months will see governments and... Read more

You can't buy passenger experience

The airport experience. For some, it conjures images of long queues, confusing signs, and mounting stress. But what if airports transformed from... Read more

Designing with Pandemic Personas

Using Pandemic Personas as part of your COVID CX response toolkit. Read more

Redesigning your frontline through all this change

If your business delivers some or all of its service within physical spaces and through your frontline colleagues, then right now you're probably... Read more

Reconfigure your service together

Your customers have changed. The rules have changed. Now your service needs to change. How are you going to remobilise your teams to redesign and... Read more

Technology alone won't save air travel

As the aviation sector gets to grips with restarting operations and services, attention will soon turn to defining what the new normal will be for... Read more

Redesigning the workforce experience

Thanks to all those who joined the third in our series of ‘Leading out of Lockdown’ webinars where we discussed what employers need to start, stop... Read more

Turn your passenger experience back on

The travel and aviation sector have been more affected than most and restarting operations continues to be a mammoth task. In our introductory piece ... Read more

Planning for a new era of air travel

The Covid-19 pandemic has brought the aviation sector and commercial travel to an unprecedented halt. It’s still unclear if and when passengers will... Read more

Five design principles for a changed world

As we feel our way through the Covid crisis, how can service design help organisations address what’s needed for a new reality? Read more

Engine Service Design Webinars

https://youtu.be/bSUCOKyeVCg Read more