Resources (6)

Resources

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

Learn more

Watch Video

Filters

Sort by Newest

Oldest Newest

Filters All

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

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

Service Design 101 eBook

The main question we hear about Service Design is, will it work for my organisation? Read more

Chatbots: Three service design challenges

Chatbots can revolutionize a company’s customer service by automating tasks and reducing case volume. However, they are only useful as an alternative... Read more

Connected service design: The art of a fully-connected service

There is a disconnect between how companies focus on and measure individual touchpoints in the customer journey and the way customers themselves... Read more

Why I love service design and why you might too

We discover why Joe Heapy, co-founder and managing partner of Engine Service Design, still finds service design so exciting – and why it might also... Read more

The future of retail is omnichannel: the 7 most important things retail brands should do

The COVID-19 pandemic has profoundly affected the retail sector, with many stores forced to close at the height of lockdown. During that time,... Read more

Employee Experience eBook

Is your employee experience negatively impacting your customers? Read more

The importance of adapting service experiences to rapidly-changing customer needs

With the pandemic forcing companies to adapt rapidly throughout to offer products and services remotely, the landscape has changed. Organisations who... Read more

How to win more customers: Design an easy and enjoyable experience

An exceptional customer experience is the key to winning and retaining customers. A good digital experience used to be a differentiator for brands, ... Read more

Great workplace experiences don't happen by accident; they are designed

Thanks to COVID-19 we have all seen or experienced a seismic shift in both the workplace and workplace culture. Employees are demanding more from the... Read more