We believe great service is all about people

Technology sits at the heart of almost every service we use day-to-day, yet technology alone does not make a great service.

Technology has to be deployed to serve the people who use it and truly great services are those that join up all the touchpoints people have with your business, whether online or instore, in person or assisted by AI.

The secret to designing and delivering great services lies in engaging and empowering people to design, implement and sustain them with care. Redesign the service, then redesign the organisation and then reorganise the people to deliver it.

We’re on a mission to make the world a better place, one service at a time

The pace of change and demands on our time mean that our needs are becoming more complex and urgent.

The inherent efficiency and effectiveness that services offer, coupled with technology, human ingenuity and empathy are what’s needed to create solutions that make our lives easier.

Put simply, life’s too short for bad services. We use service design to help organisations improve and innovate services that make the world a better place. It’s our calling, not a job.

With you, not to you

Our Design-led Change approach is customer-centred, collaborative, omnichannel, vision-led, delivery-focused, and inspiring (so we’re told). But don’t take our word for it. Here’s what some our clients have said about working with us:

“Engine has had more impact in three months than we have had in five years.”

"They give people the confidence to invest their energy in the things that really matter.”

“Experiencing Engine’s work is an important outcome on its own. They do it with you, not to you.”

“By having a very clear, co-created picture of the target experience, the whole organisation can focus on how it should be delivered.”