Methods
Our service design methods are an important part of the way we work. Methods help us in a variety of ways throughout the service design process and we select and tailor methods to match the projects we work on. We’ve published some of our favourites below.
Experience Surveying
A diagnostic method to identify the differences between expectations and experiences of service…
Service Specification Document
A document that outlines in detail the various components and parts of a service…
Ethnographic user research
The purpose of user research is to gain a thorough understanding of users. …
Customer Journey mapping
Journey mapping is a method of visually representing the actual and everyday user experience …
Typical projects
Engine provides a variety of consultancy offers to its clients. Typically we work on projects focused on service innovation, customer experience, customer insight, service co-design and innovation processes.
BT
Sharing vision, co-creating strategy
BT asked Engine to plan and facilitate a series of engaging workshops to help its staff creatively e…
Seven Service Sins
What not to do under any circumstances if you want to deliver a great service experience…