Projects
We work on a wide range of service design projects with great clients from across the private and public sector.
Case studies
InterContinental Hotel Group
Creating Unique Guest Experiences across multiple brands
As one of the worlds largest hotel groups, the InterContinental Hotels Group (IHG) operates 7 major…
Virgin Media
Re-imagining the bill
Virgin Media's ethos is around customer advocacy and customer experience through innovation.…
ANA (Aeropuertos de Portugal)
Delivering a passenger services strategy for Portugal’s airports
ANA (Aeropuertos de Portugal) is the state-owned company that operates eight of the key Portuguese…
Philips Retail Solutions
Designing and defining a new service-centred business offering
To support a move from product-based solutions, Engine were engaged for over a year by a new venture…
Virgin Media
Designing the new Join Journey
As a leading entertainment and communications provider in the UK, Virgin Media have led technologic…
Designing Premium Travel Services
Innovating the passenger search experience to help differentiate the premium offer 'on the ground'…
Developing a new airport service proposition underpinned by staff roles
Integrating new service jobs into a new service brand through new service design…
West Sussex County Council
Redefining service provision and the relationship between local Government and residents
Like many local authorities, West Sussex County Council (WSCC) has been affected by the …
Virgin Atlanic
Envisioning a customer-friendly terminal experience
How Engine helped Virgin Atlantic put customer insight at the heart of service design …
Camden Borough Council
Local Authorities: Tackling engagement challenges together
Camden Council is one of Londons 33 boroughs. It has been granted Beacon Status for its positive …
Mercedes-Benz
Premium after-sales service
After-sales service is a key component of dealer profitability for all premium car brands …
BAA
Radically redesigning Airport Information
As part of the goal to make T5 easy to use, BAA commissioned Engine to design the airport…
BBC
Designing new ways of learning and working for the BBC Academy
The BBC Academy supports the training and development of over 20,000 internal staff …
Southwark Council
Designing for the social challenges of better health
Southwark is one of 33 boroughs in London.…
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.
Design for service
Design for service: a downloadable guide aimed at helping SMEs innovate their services…
SILK Method Deck
The Method Deck can be used to inspire teams during all stages of a service design project…
Matchbox
As a card-based mind-mapping tool, Matchbox provides designers with a way to learn about their…
