Service design consultancy for

The Aviation Sector

Creating a compelling vision or idea that excites your organisation should not be so hard.

Our Service Design System helps organisations such as Virgin Atlantic and Dubai Airports to create award-winning passenger experiences with measurable impact

Sector_Aviation
DubaiSports VirginAtlantic 1 finavia Emirates
"Engine were instrumental in shifting the organisation from thinking solely in terms of operations and infrastructure to starting with the passenger experience to inform our future design direction."

Vice President of Research, Dubai Airports.

Building a better passenger experience

As the aviation sector gets to grips with restarting operations and services, attention will turn to rebuilding passenger confidence to fly. This will require rethinking the passenger journey and how technology, frontline employees, products, and services play a role in re-invigorating air travel in a post-pandemic world.

Re-imagining the passenger experience

To avoid declining passenger numbers and remain relevant, Engine Service Design works with airlines, airports and other aviation businesses to re-imagine the passenger experience; fully understanding how evolving expectations will demand a change in how their services are delivered and, developing new online and offline products to satisfy new expectations.

Rising digital expectations

It is human nature to compare expectations set from one service experience to another. As a result, in an increasingly digital world, passengers have higher expectations for the integration of digital tools to support them throughout their travel experience. Passengers will expect their travel experience to be seamless, connected across channels and personalised to them.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Products and services that offer passengers greater flexibility.

Operations teams with the tools and the means to do more with less.

Data utilised beyond operations management to provide valuable insight on the passenger experience.

Higher levels of customer service, transparency and communications across all touchpoints.

Greater focus on services and wellbeing for more vulnerable passengers.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Defining Virgin Hotels Guest Experience Vision — Elementor

Defining Virgin Hotels Guest Experience Vision — Elementor

Virgin needed to find ways to inject their brand personality into the hotel business, offering a...

Helsinki Airport Vision For Services

Helsinki Airport Vision For Services

Airline Finnair and airport operator Finavia partnered with the Engine Service Design Team to...

Emirates Airlines Passenger Experience Vision

Emirates Airlines Passenger Experience Vision

To guide their substantial investment in upgrading digital systems and staff capabilities across...

Connected Service Design

Creating remarkable experiences your customers will love requires the seamless integration of the technology, people and places that make your customer experience unique. We call this Connected Service Design.

Learn about the benefits of connected service design

CX Vision and Design

CX Vision & Design

Envision a connected customer service you can operationalise

Products-1

Products

Make an impact with a new original service and product

People-1

People

Realise your brand through your people

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Places

Envision new places and service environments

Resources

Technology alone won't save air travel

Technology alone won't save air travel

As the aviation sector gets to grips with restarting operations and services, attention will soon...

Planning for a new era of air travel

Planning for a new era of air travel

The Covid-19 pandemic has brought the aviation sector and commercial travel to an unprecedented...

Six ways to improve customer experience in aviation

Six ways to improve customer experience in aviation

In recent years, there have been great improvements in passenger experience in the aviation...

Book time with a service design expert.

Discover the transformative power of service design and unlock the full potential of your business. Get in touch with our service design experts today and start improving or innovating your services and customer experience.

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Learn about the benefits of connected service design