Engine collaborating to bring service design to new industries

Engine have taken part in a programme introducing service design to SMEs based in the North East of England, specifically in the fields of hi-technology, manufacturing and engineering.

The course, entitled Innovation through Improved Service and Design, is part of a larger programme of innovation called Innovation For Growth (IFG), orchestrated by the Institute for Entrepreneurship and Enterprise Development and Imagination Lancaster, both of Lancaster University Management School.

The programme was designed to help these product-focused SMEs to develop their service offering and their long-term relationships with clients, and also to introduce the first steps towards becoming a system provider rather than a technical or product provider.

An introduction to service design tools

Engine designed and ran the second of three workshops, The Role of Service Thinking in Product Orientated SMEs. The seminar and workshop looked at key tools and methods of service design, such as personas and customer journey maps. These were then used to highlight service areas to be enhanced or developed with a more customer-centric focus.

Gavin Maguire introducing key methods

Our own Gavin Maguire, who ran the session, also contributed design materials to the programme’s accompanying booklet and Wiki for the participants to draw upon and contribute to after the programme.


Innovation through Improved Service and Design programme booklet

13 SMEs took part in the programme, with groups ranging from 2 to 100 employees. Feedback was positive from the commissioners, who stated “it has been incredibly successful, as each single company has manifested gratitude for [the programme’s] relevance, usefulness and timeliness.”