Resources (5)

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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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Creating connected customer experiences: Why Engine is the best choice for your organisation

Creating a seamless customer experience across all channels and touchpoints is crucial for companies to stand out in today's crowded market. While... Read more

Designing a B2B service business from scratch

This article was published in full in January 2011 in the journal of the Service Design Network: Touchpoint Vol. 2 No. 3 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

How to choose the right service design consultancy for your organisation

In today's highly competitive business landscape, customer experience has become a critical component of success. As organisations strive to deliver... Read more

Why it’s hard for organisations to meet changing consumer expectations

As service industries undergo dramatic changes in response to technological advances and changing consumer demands, it can be difficult for... Read more

How do I achieve a connected service? Do connected service design

Complex services require a special kind of finesse when it comes to making changes. It's not like starting up something new: you don't get an... Read more

When should I use service design vs UX design?

Service and UX design have the same goal: to provide an excellent user experience. But, when should you opt for one over the other? In this blog, we... Read more

What are fully connected services and why are they valuable?

A fully connected service prioritises customer experience by consistently and seamlessly integrating technology and data to connect digital... Read more

Meeting the expectations of today’s consumers: 10 service design fundamentals

Advancements in technology, such as smartphones, modern web technologies, cloud computing, APIs, microservices, data standards, identity and payment... Read more

Hybrid support services are here to stay

How the Health and Wellness sector is evolving Read more

New ways of working: How can we design for the changing ways people work?

We are all still adapting to new ways of working. And with this in mind, we must ensure we are working to create a positive work culture both as... Read more

How will the metaverse change the way customers interact?

If you are not entirely sure what the metaverse actually is, you’re not alone. You’ll hear and see references to the metaverse everywhere at the... Read more