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.
BAA
Connecting through Heathrow
Engine is helping BAA to develop its service for passengers connecting through Heathrow Airport.…
Service Vigilante
Front line staff and designing from the ground up…