Work

Our work

Delve into our service design case studies, where real-world examples illuminate the power of creative and systematic design in improving and innovating customer experiences for business success.

Learn more

Watch Video

Filters

Sort by Newest

Oldest Newest

Filters All

Hyundai Motor Studio Retail Model

The Hyundai Motor Company see ‘service’ not ‘sales’ as the basis of valuable customer relationships and truly believe that if they give people a... Read more

Defining Virgin Hotels Guest Experience Vision — Elementor

Virgin needed to find ways to inject their brand personality into the hotel business, offering a unique guest experience that would keep people... Read more

Featured

Dubai Airport Customer Service Design

Dubai Airports, faced with the challenge of accommodating a growing number of passengers at the world's busiest hub airport, partnered with the... Read more

Defining the vision for Genesis House

Genesis wanted to develop an experience centre that exemplified the quality, craftsmanship and attention to detail their cars are renowned for. They... Read more

Mercedes-Benz Aftersales Model

Mercedes-Benz wanted to develop an after-sales service that would become a new industry standard and make service a reason to come back to... Read more

Unite Students Experience Vision

The UK’s leading operator of purpose-built student accommodation provides homes for 46,000 students in 133 properties across 28 university cities. To... Read more

Samsung Schools Digital Solutions

This product had to cater for the ways teaching happened in and outside of the classroom and reflect how this might differ across the US, Europe and... Read more

Sainsbury’s CX Transformation

When Sainsbury’s pioneered the self-service supermarket in the UK in the 1950s, the shopper’s role changed forever. Over the last ten years,... Read more

E.ON Energy Customer Experience

As a result of the methods used to sell energy contracts to consumers, the energy industry in the UK was under intense scrutiny from regulators to... Read more

Global Pharma Company Applications

All businesses are services businesses. R&D-driven manufacturers, including pharmaceutical companies, have realised they can differentiate their... Read more

Global consumer-technology business

The global consumer-technology brand client needed a self-service channel for customers to return faulty goods. With Engine Service Design's help,... Read more

THAT: omni-channel lifestyle store

THAT would be an ambitious concept store that would rely on the store offering their target customers something beyond a standardised retail... Read more

Mars Service Model Transformation

KLIX, Mars' drinks vending division, engaged Engine Service Design to explore new revenue streams and improve their service model for customer... Read more

eBay Reimagining The Seller Journey

As eBay expanded from a basic peer-to-peer auction site to a global marketplace accommodating individuals, small businesses, and corporate sellers,... Read more

Samsung’s Smart Kitchen Vision

Samsung collaborated with the Engine Service Design team to envision and showcase the future of smart, interconnected kitchen appliances, seeking to... Read more

KCC Social Innovation Lab Creation

Engine helped define and establish The Social Innovation Lab Kent (SILK), a unit within Kent County Council, that pioneered a human-centred approach... Read more

London Heathrow Airport Standards

Heathrow Airport collaborated with the Engine Service Design Team to establish a comprehensive Service Standard for front-line customer service. Read more

Argos Customer Experience Vision

The UK retailer redefined its brand, collaborating with Engine's Service Design to translate customer experience principles into digital and... Read more

B&Q Service-Led Store Concept

The DIY retailer, in collaboration with Engine Service Design and their retail design agency, aimed to enhance the in-store experience through a... Read more

Zurich Life

Zurich UK Life responded to changing UK pension legislation by partnering with the Engine Service Design Team to lead customer experience design... Read more

DMCC Freezone B2B Customer Journey

Designing the experience for businesses wanting to set up in Dubai's DMCC Free Zone. Read more

EE Digital In-Store Appointments

EE, the UK mobile phone operator, aimed to enhance customer satisfaction and store revenue by enabling customers to book appointments in advance, and... Read more

Helsinki Airport Vision For Services

Airline Finnair and airport operator Finavia partnered with the Engine Service Design Team to envision and design a passenger experience that... Read more

London Borough Of Southwark Services

The London Borough of Southwark, in collaboration with the Engine Service Design Team, engaged residents to identify new service opportunities,... Read more

Philips Lighting B2B Retail Services

Philips Lighting partnered with the Engine Service Design Team to create Philips Retail Solutions, a B2B service (now 'Interact Lighting'), and a... Read more

Qoros Auto Company New Auto Brand

Qoros partnered with Engine Service Design to develop a technology-driven service proposition for enhancing sales and after-sales experiences,... Read more

Barclays Bank Service Strategy Design

Barclays Bank, responding to new UK Government regulations, collaborated with the Engine Service Design team to create a product and service strategy... Read more

Bupa International New Proposition

Bupa International partnered with the Engine Service Design team to pioneer new service propositions and products for the expatriate market in the... Read more

A new service standard for High-Speed 1 Rail

London's St Pancras International Station collaborated with the Engine Service Design Team to research best practices from various large transport... Read more

Heathrow Express Premium Rail Experience Design

The airport shuttle, Heathrow Express, aimed to enhance the passenger experience to boost service use between London Paddington Station and Heathrow... Read more

Jaguar Land Rover Customer Research

Jaguar Land Rover (JLR) sought a global sales and service strategy to adapt to evolving consumer behaviours and preferences. By conducting customer... Read more

Magic Planet Experience Guide

Majid Al Futtaim (MAF) sought to make Magic Planet Dubai's top leisure destination, collaborating with Engine and interior architects to create an... Read more

Skanska Home Buying Experience

Skanska sought to introduce their well-designed, responsibly produced homes to the UK market and engaged Engine to create a home buying experience... Read more

London Borough Of Southwark

Southwark Council, situated in one of the UK's most deprived areas, collaborated with the Engine Service Design team to research and address the... Read more

Severn Trent Customer Experience Redesign

Severn Trent Water sought to become a customer-centric organisation. With the help of the Engine Service Design team, they created a comprehensive... Read more

Premier Inn's Premium Service

Premier Inn, aiming to retain budget travellers in a competitive market, collaborated with The Engine Service Design team to create a comprehensive... Read more

Customer journey design programme at National Grid

National Grid designed six critical customer journeys to enhance top-down NPS and increase revenues, collaborating over 18 months with various teams... Read more

Connected services for Volkswagen's Millennial customers

In response to changing market dynamics, Volkswagen recognised the need to embrace digital technology to connect with millennials, prompting the... Read more

Emirates Airlines Passenger Experience Vision

To guide their substantial investment in upgrading digital systems and staff capabilities across various touchpoints, the Emirates Airlines team... Read more

Ski Dubai Experience Masterplan

Ski Dubai collaborated with the Engine Service Design team to modernise its customer experience and create a captivating attraction aligned with an... Read more

Nordea Bank

Nordea, the largest financial services group in Northern Europe, collaborated with the Engine Service Design team to build valuable online customer... Read more

Southeastern Railways Passenger Experience

Southeastern Railways partnered with Engine Service Design to create a service vision to enhance the passenger experience on a new rail route based... Read more

Pegasus Life End-To-End Property Services

Pegasus Life aimed to improve the entire resident experience at their lifestyle communities for older people, and the Engine Service Design team ran... Read more

Barclays Bank curated workplace experience

Covid 19 has changed how the world will work forever. Recognising this, Barclays sought to adopt flexible hybrid working and make reimagine their... Read more