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.
The Hyundai Motor Company see ‘service’ not ‘sales’ as the basis of valuable customer relationships and truly believe that if they give people a...
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Travelling through an airport can be a stressful experience for many people. Whether they’re hurrying to get to where they need to go or they want to...
Read more
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
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 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
The UK’s leading operator of purpose-built student accommodation provides homes for 46,000 students in 133 properties across 28 university cities. To...
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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...
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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
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...
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All businesses are services businesses. R&D-driven manufacturers, including pharmaceutical companies, have realised they can differentiate their...
Read more
The global consumer-technology brand client needed a self-service channel for customers to return faulty goods. With Engine Service Design's help,...
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THAT would be an ambitious concept store that would rely on the store offering their target customers something beyond a standardised retail...
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KLIX, Mars' drinks vending division, engaged Engine Service Design to explore new revenue streams and improve their service model for customer...
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As eBay expanded from a basic peer-to-peer auction site to a global marketplace accommodating individuals, small businesses, and corporate sellers,...
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Samsung collaborated with the Engine Service Design team to envision and showcase the future of smart, interconnected kitchen appliances, seeking to...
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Engine helped define and establish The Social Innovation Lab Kent (SILK), a unit within Kent County Council, that pioneered a human-centred approach...
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Heathrow Airport collaborated with the Engine Service Design Team to establish a comprehensive Service Standard for front-line customer service.
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The UK retailer redefined its brand, collaborating with Engine's Service Design to translate customer experience principles into digital and...
Read more
The DIY retailer, in collaboration with Engine Service Design and their retail design agency, aimed to enhance the in-store experience through a...
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Zurich UK Life responded to changing UK pension legislation by partnering with the Engine Service Design Team to lead customer experience design...
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Designing the experience for businesses wanting to set up in Dubai's DMCC Free Zone.
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EE, the UK mobile phone operator, aimed to enhance customer satisfaction and store revenue by enabling customers to book appointments in advance, and...
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Airline Finnair and airport operator Finavia partnered with the Engine Service Design Team to envision and design a passenger experience that...
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The London Borough of Southwark, in collaboration with the Engine Service Design Team, engaged residents to identify new service opportunities,...
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Philips Lighting partnered with the Engine Service Design Team to create Philips Retail Solutions, a B2B service (now 'Interact Lighting'), and a...
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Qoros partnered with Engine Service Design to develop a technology-driven service proposition for enhancing sales and after-sales experiences,...
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Barclays Bank, responding to new UK Government regulations, collaborated with the Engine Service Design team to create a product and service strategy...
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Bupa International partnered with the Engine Service Design team to pioneer new service propositions and products for the expatriate market in the...
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London's St Pancras International Station collaborated with the Engine Service Design Team to research best practices from various large transport...
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The airport shuttle, Heathrow Express, aimed to enhance the passenger experience to boost service use between London Paddington Station and Heathrow...
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Jaguar Land Rover (JLR) sought a global sales and service strategy to adapt to evolving consumer behaviours and preferences. By conducting customer...
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Majid Al Futtaim (MAF) sought to make Magic Planet Dubai's top leisure destination, collaborating with Engine and interior architects to create an...
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Skanska sought to introduce their well-designed, responsibly produced homes to the UK market and engaged Engine to create a home buying experience...
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Southwark Council, situated in one of the UK's most deprived areas, collaborated with the Engine Service Design team to research and address the...
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Severn Trent Water sought to become a customer-centric organisation. With the help of the Engine Service Design team, they created a comprehensive...
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Premier Inn, aiming to retain budget travellers in a competitive market, collaborated with The Engine Service Design team to create a comprehensive...
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National Grid designed six critical customer journeys to enhance top-down NPS and increase revenues, collaborating over 18 months with various teams...
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In response to changing market dynamics, Volkswagen recognised the need to embrace digital technology to connect with millennials, prompting the...
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To guide their substantial investment in upgrading digital systems and staff capabilities across various touchpoints, the Emirates Airlines team...
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Ski Dubai collaborated with the Engine Service Design team to modernise its customer experience and create a captivating attraction aligned with an...
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Nordea, the largest financial services group in Northern Europe, collaborated with the Engine Service Design team to build valuable online customer...
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Southeastern Railways partnered with Engine Service Design to create a service vision to enhance the passenger experience on a new rail route based...
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Pegasus Life aimed to improve the entire resident experience at their lifestyle communities for older people, and the Engine Service Design team ran...
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Covid 19 has changed how the world will work forever. Recognising this, Barclays sought to adopt flexible hybrid working and make reimagine their...
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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
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
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
Nordea, the largest financial services group in Northern Europe, collaborated with the Engine Service Design team to build valuable online customer...
Read more
Ski Dubai collaborated with the Engine Service Design team to modernise its customer experience and create a captivating attraction aligned with an...
Read more
To guide their substantial investment in upgrading digital systems and staff capabilities across various touchpoints, the Emirates Airlines team...
Read more
In response to changing market dynamics, Volkswagen recognised the need to embrace digital technology to connect with millennials, prompting the...
Read more
National Grid designed six critical customer journeys to enhance top-down NPS and increase revenues, collaborating over 18 months with various teams...
Read more
Premier Inn, aiming to retain budget travellers in a competitive market, collaborated with The Engine Service Design team to create a comprehensive...
Read more
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
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
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
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
Jaguar Land Rover (JLR) sought a global sales and service strategy to adapt to evolving consumer behaviours and preferences. By conducting customer...
Read more
The airport shuttle, Heathrow Express, aimed to enhance the passenger experience to boost service use between London Paddington Station and Heathrow...
Read more
London's St Pancras International Station collaborated with the Engine Service Design Team to research best practices from various large transport...
Read more
Bupa International partnered with the Engine Service Design team to pioneer new service propositions and products for the expatriate market in the...
Read more
Barclays Bank, responding to new UK Government regulations, collaborated with the Engine Service Design team to create a product and service strategy...
Read more
Qoros partnered with Engine Service Design to develop a technology-driven service proposition for enhancing sales and after-sales experiences,...
Read more
Philips Lighting partnered with the Engine Service Design Team to create Philips Retail Solutions, a B2B service (now 'Interact Lighting'), and a...
Read more
The London Borough of Southwark, in collaboration with the Engine Service Design Team, engaged residents to identify new service opportunities,...
Read more
Airline Finnair and airport operator Finavia partnered with the Engine Service Design Team to envision and design a passenger experience that...
Read more
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
Designing the experience for businesses wanting to set up in Dubai's DMCC Free Zone.
Read more
Zurich UK Life responded to changing UK pension legislation by partnering with the Engine Service Design Team to lead customer experience design...
Read more
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
The UK retailer redefined its brand, collaborating with Engine's Service Design to translate customer experience principles into digital and...
Read more
Heathrow Airport collaborated with the Engine Service Design Team to establish a comprehensive Service Standard for front-line customer service.
Read more
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
Samsung collaborated with the Engine Service Design team to envision and showcase the future of smart, interconnected kitchen appliances, seeking to...
Read more
As eBay expanded from a basic peer-to-peer auction site to a global marketplace accommodating individuals, small businesses, and corporate sellers,...
Read more
KLIX, Mars' drinks vending division, engaged Engine Service Design to explore new revenue streams and improve their service model for customer...
Read more
THAT would be an ambitious concept store that would rely on the store offering their target customers something beyond a standardised retail...
Read more
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
All businesses are services businesses. R&D-driven manufacturers, including pharmaceutical companies, have realised they can differentiate their...
Read more
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
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
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
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
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
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
Genesis wanted to develop an experience centre that exemplified the quality, craftsmanship and attention to detail their cars are renowned for. They...
Read more
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
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
Travelling through an airport can be a stressful experience for many people. Whether they’re hurrying to get to where they need to go or they want to...
Read more
