Design for service

Small and Medium Enterprises (SMEs) play a key role in the economy, accounting for approximately 40% of UK’s GDP. In order to strive in an increasingly competitive market, SMEs need to differentiate themselves and avoid competing solely on price.

Engine has worked with Design Wales and SEEdesign to prepare a publication aimed at helping SMEs create competitive advantage by developing services that are more useful, usable and desirable.

Customers experience services in several ways. The impression a customer gets from his or her interaction with a service is cast from several dimensions. Ambience, brand, supporting systems, processes and staff interactions play major roles in providing good (or bad) experiences to customers. This guide helps SMEs to understand how these dimensions relate to each other and how they contribute to the overall customer experience. It also offers a framework to help identify areas for improvement and develop a service vision and strategy.

Click here to download the Design for service PDF (6.2MB)

SEEdesign is a project part-financed by the European Union Development Fund (ERDF) that aims at helping enhance the development of skills and knowledge that offer a sustainable competitive advantage to regional European SMEs. For more information, please visit the SEEdesign website