Designing a compelling service vision to transform the operations.
As a result of this initiative, the much-loved UK retailer refined its brand positioning to enhance its significance in customers' lives and recognised the need for a comprehensive transformation beyond superficial changes such as visual updates and new advertising campaigns.
Employing Engine and a Service Design approach, the retailer engaged closely with its store, operations, and digital teams, providing guidance and support to translate fundamental customer experience principles into operational guidelines and standards.
This holistic approach helped to ensure that the retailer's commitment to improving the customer experience was manifest in the day-to-day operations and interactions across its various channels, ultimately fostering a more seamless and customer-centric shopping experience.
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