Service Transparency
Being transparent is a crucial step in making an emotional connection between service users and providers. It makes businesses feel more human and closer to their customers. It also helps to make customers feel more valued and trusted. Check the Service Transparency viewpoint for a glance on how transparency can help improve services.
A new viewpoint, Providing the ability to sustain.
This viewpoint, Providing the ability to sustain, demonstrates that service sustainability is about creating harmonious systems defined by sound relationships that are based on healthy value exchanges.
Service innovation in the public sector
Engine embarked on a number of exciting projects with local councils, exploring new approaches...…
Design for service: a guide to help SMEs innovate their services
Engine has worked with Design Wales and SEEdesign to publish a service design guide aimed at Small and Medium Enterprises (SMEs).
Design for service offers a framework to help identify areas for improvement and develop a service vision and strategy. It also illustrates how SMEs can innovate their services through three case studies. For more details and to download the guide, please visit our products section.
Service by Design Update Session
Nick and Oliver facilitated a refresh workshop for the Birmingham City University innovation mentors…
Design Solutions for Tomorrow
At The Danish Design Centre Oliver gave a keynote address on…
3rd International Conference on Services & Innovation
Aviv spoke at the 3rd International Conference on Services and Innovation in Dublin. The conference, which included speakers from IBM, Merrill Lynch and Microsoft, focused on the importance of user-driven innovation.
Aviv introduced the fundamentals of service design practice, highlighting methodologies for participant engagement and co-design and dazzled the audience with examples from Engine’s latest work.
Designing For Life
Oliver was a speaker at Designing For Life, the 2007 International Design Summit, founded by the Ringling College of Art and Design.
Olivers talk centered on introducing the delegates to the concepts, methods and key principles of Service Design as a key tool for sustainability and 21st century innovation.
Click here to download his presentation PDF(2MB)
The changing face of Heathrow Terminal 3
As part of a service design project, Engine helped Virgin Atlantic develop concepts for customer experience and the spatial layouts of service environments at Heathrow’s Terminal 3.
Virgin has now launched their service. Experience it for yourself in this interactive animation.
InterSections
Joe was a panel member for a debate at the design conference, InterSections in Newcastle. The subject of debate: Can good design be ‘co-created’? Joe and fellow panelists, Lynne Maher from the NHS Institute for Innovation and Improvement and Austin Williams, director of the Future Cities Project discussed the role of design and designers in the co-design of public services. Read a transcript of the discussion.
New projects
We’ve published two new project case studies for Nokia and Birmingham City University. Managing Mobile Innovation looks at our work developing an innovation process for Nokia’s largest global design teams, and Designing Business Support for the Service Economy talks through our design of Service by Design a pioneering new service for SME’s in the Midlands.
Engine site refreshed!
We have revamped our site. We hope you like it. You will find new content and sections to explore informing you of our work in the world of service design.
Content tasters
Customer journey mapping
Seven service sins
Connecting through Heathrow
NESTA - getting into business made easy
OurNewSchool snaps up a prize
After a year of hard work, Engine's OurNewSchool project has successfully come together at Dott…
Serve them right
Oliver explains why Service design is design, but not as you know it in a four page article featured in newdesign magazine, issue fifty two.
Download the pdf copy right of newdesign magazine.
How Service design could have saved the world
Oliver moderated an engaging panel discussion on 'How Service design could have saved the world' …
Upcoming events
Event date: 5th-8th October 2008
Olly talks service design at DMI REMIX
Olly is talking about design-led innovation in services at Remix, the 33rd annual DMI conference, Ogunquit, Maine, USA
Event date: 20th of January 2009
Designing Hospitality
Oliver has been invited by the Master Inn Holders to introduce their members to service design thinking, tools and strategies at their next annual conference.
The hospitality industry has service down to a fine art, but its not by luck. General managers and proprietors of the UKs finest hotels regularly meet to share and exchange ideas on what works and what doesnt.
For more information, please click here
