Viewpoints
Here’s where we share some of our thinking and ideas about service designing. We’d love to get your thoughts on our thoughts. And if you’d like to write something for this section of the site please get in touch.
Service Vigilante
Front line staff and designing from the ground up…
Value the Intangible
How people alone can make an experience, producing or completely transforming contexts…
Service Transparency
Transparency is crucial to the emotional connection between service users and providers…
Providing the ability to sustain
Rather than wait for clarity about roles and responsibilities its time to explore new opportunities.…
Organisational challenges of public service co-design
We've experienced a change in the language of government around the design of public services. …
Looking Ahead: Service Design Education
Service design education is about to take off.…
Platforms for participation
In the UK, pressure on public services continues to grow and levels of trust and engagement in the …
Seven Service Sins
What not to do under any circumstances if you want to deliver a great service experience…
Incorporating customer insight teams into service innovation
Many service organisations now have Customer Insight teams but are often ignored …
Endearing Brands
Becoming a preferred brand is about going all out to endear yourself to customers through the way…
Service roles
Designing services around familiar service roles is one approach to instilling familiarity into…
Innovator brands and service design
Why do innovator brands all seem to be using service design?…
15 ways to improve your service
We’ve looked at organisations that are doing service really well and if you step right back, there…
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.
Orange
Retail experience strategy
Engine helped the mobile operator, Orange to translate insight from a global consumer segmentation s…