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.

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Experience Surveying

A diagnostic method to identify the differences between expectations and experiences of service…

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Service Specification Document

A document that outlines in detail the various components and parts of a service…

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Ethnographic user research

The purpose of user research is to gain a thorough understanding of users. …

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Personas

Personas are visual and anecdotal profiles. They may be based on ‘real people’ from research or …

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Customer Journey mapping

Journey mapping is a method of visually representing the actual and everyday user experience …

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Service Blueprint

A Service Blueprint can help you to simply specify a service. …

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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.

Projects

Case studies

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BAA

Connecting through Heathrow

Engine is helping BAA to develop its service for passengers connecting through Heathrow Airport.…

Viewpoints

Service Vigilante

Front line staff and designing from the ground up…