Service Design For The Leisure & Hospitality Sector

Service design consultancy for

The Leisure & Hospitality 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 Hotels and Ski Dubai to create award-winning customer experiences with measurable impact

Get in touch

View work

Adaptation will be the new standard

It’s been a challenging time for the leisure and hospitality industry, to thrive again will mean staying in tune with the changes in customer preferences and behaviours and putting in place solutions that cater for both short-term trends, and accelerated trends that are increasingly characterising the way we live and the expectations we place on the services we use.

People supported by digital service experiences and channels

Customer expectations for reassurance, control and flexibility have significantly increased, placing greater emphasis on the quality of service and the digital customer experience. For service providers, this will place emphasis on improving the customer experience in every channel that provides customers with access to information, offering seamless transactions, greater personalisation, and total control throughout.

Designing your future service offering requires thinking differently

At Engine Service Design, we can help you think resourcefully in response to new customer needs and behaviours, enabling you to adapt both what and how you offer your service and experiences to customers. Opportunities will be revealed when you step back, assess assets and capabilities and conceive innovative ways to adapt them and better cater for customers.

Imagine what’s possible

Digitally enabled hospitality services that cater for customer’s end-to-end experience and increase loyalty as a result.

Adapted and reassuring customer experiences designed to cater for the new needs and behaviours of customers.

New service offers and propositions that take what you have, re-purpose and package them to target different customers.

Deliver world class self-serve experiences that allow a leaner operation, whilst offering more control and variety throughout the customer experience.

Development of propositions that directly cater for new and emerging trends, such as localism and conscious travel.

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 Hotel's Guest Experience Vision.

Defining the guest experience for the first Virgin Hotel.

As a new entrant into to a highly competitive marketplace, Virgin’s latest target for disruption was the mid-market business hotel. How could they find a way to subvert the category and make it distinctly Virgin?