The Challenge

Pegasus Life needed to enhance their end-to-end service, from sales through to living as a long-term resident, across all their residential lifestyle communities for older people. The Engine Service Design team conducted in-depth customer research to fully understand the different phases and journeys within their resident experience, mapping the emotional journey residents and their families followed throughout each stage.  

From this foundation, we developed an enhanced sales, community integration and living experience for residents, including how their wellbeing would be catered for as they move into the later stages of life.