Typical projects

Service innovation

We help you to identify new commercial opportunities for services to extend your offering to existing customers - or attract new ones. We help configure services from scratch to ensure that a great commercial idea becomes a valued and valuable service experience. If you’ve already identified an opportunity to develop something new, we can help you work-up your idea - flesh-out the thinking and bring it to life. We’ll get it to the point where you can involve others up-front, including consumers, in evaluating and enhancing your big idea.
Service innovation case studies

Customer experience

We’ll work with you to analyse an existing customer experience to determine opportunities for improvement. We’ll also support you - through service design techniques - to design and deliver service experiences to your customers whether online, through physical service environments, communications or through the design of training and evaluation with front-line service staff.
Customer experience case studies

Customer insight

We develop and run research to shed light on the way forward - for example, to get a better understanding of the day to day challenges your customers face, the ways they experience your services or how your customers are changing and what’s influencing these changes. We work with your quantitative and qualitative studies as well as designing and commissioning small sample online questionnaires, creative focus groups and ethnographies to generate new insight. Design research informs strategy development, product development and helps you to build better-informed rationales for what you want to do.
Customer insight case studies

Co-design

You can’t design services without understanding the people who will deliver and use them. Service design at Engine means finding ways to put people at the centre of the process of design. This may be as simple as bringing your customer information to life as part of an innovation process. But often we look to design-in ways to get the users and front line providers of services on to the design team from the start. As part of our practice, we develop projects and package-up our process and techniques in ways that allow diverse groups to take part in service innovation and design.
Co-design case studies

Innovation processes

Many organisations we work with aren’t short on creativity, insights or ideas. What they need is to refine or re-invent their processes for involving others, prioritising, fleshing-out and testing their ideas. We can help you develop a sustainable innovation process and tools to help manage the transition from insight to concept through to realisation.
Innovation processes case studies