The Challenge

The UK mobile phone operator EE had a hunch it could improve customer satisfaction and revenue from its retail stores if customers could book 45-minute appointments ahead of time with a staff member in their local store. To implement such a service at scale, they needed to build an internal business case and define a service blueprint and experience requirements before approaching platform vendors.

The Engine Service Design Team were given the use of EE’s “mock shop” within their headquarters. With store colleagues’ help, we designed and prototyped the appointment service over two-weeks, creating a compelling investment case.