Resources

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

Resources-image

Navigating the Race: How to Adapt to the Challenge of Shifting Customer Demands

Not understanding or providing for your customers as well as you should, or as well as you used to be able to? 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

The true cost of poorly designed customer experiences

The true cost of poorly designed customer experiences 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

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

Service Design 101 eBook

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

Employee Experience eBook

Is your employee experience negatively impacting your customers? Read more

Designing with Pandemic Personas

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

A guide to ecosystem services design

In 1993, James Moore likened companies operating in an increasingly interconnected world of commerce to a community of organisms adapting and... Read more

Customer-Driven Transformation Book

Our book has hit the shelves. Here's a selection of some of the endorsements Read more

Book: Customer-Driven Transformation Published July 2018

Engine’s new book Customer-Driven Transformation is due to be published worldwide on Tuesday 3rd July (Saturday 28th July 2018 in the United States)... Read more

Book: Customer-Driven Transformation Published July 2018

Engine’s new book Customer-Driven Transformation is due to be published worldwide on Tuesday 3rd July (Saturday 28th July 2018 in the United States)... Read more

Customer-Driven Transformation Book

Our book has hit the shelves. Here's a selection of some of the endorsements Read more

A guide to ecosystem services design

In 1993, James Moore likened companies operating in an increasingly interconnected world of commerce to a community of organisms adapting and... Read more

Designing with Pandemic Personas

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

Employee Experience eBook

Is your employee experience negatively impacting your customers? Read more

Service Design 101 eBook

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

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

The true cost of poorly designed customer experiences

The true cost of poorly designed customer experiences Read more

Navigating the Race: How to Adapt to the Challenge of Shifting Customer Demands

Not understanding or providing for your customers as well as you should, or as well as you used to be able to? Read more

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