An image of Engine's London studio

Creative and effective people

We’ve grown an award-winning team of creative folk and delivery expertise, with insight and ideas energising everything we do.

  • Oliver King

    Oliver King

    Managing Partner

    As a co-founder and director of Engine, Oliver helps organisations to identify where, when and how they can provide better, more meaningful and valuable services.

    Oliver is a passionate advocate of co-creation, design thinking and helping organisations to help themselves through actively building their internal service design capabilities. Oliver works across all sectors, but has extensive experience in travel, automotive, hospitality and energy sectors.

    Oliver is a recognised pioneer in his field. He is a keynote speaker and regularly writes internationally on the topics of service design and innovation. Oliver has also servced as a board director of the Design Business Association.

  • Joe Heapy

    Joe Heapy

    Managing Partner

    Joe Heapy is co-founder and Director of Engine Service Design. With roots in industrial product design, Joe is an advocate of the social value of design in improving people’s lives.

    Joe has worked with clients across sectors to improve business performance and the experiences of service users. He helps organisations to formulate strategy and deliver service innovation: improving and interconnecting customer experiences.

    Joe has collaborated with Demos to research and publish The Journey to the Interface, a book describing user-centred approaches to service design in the public sector, is Honorary Professor of Design at Glasgow School of Art and a Visiting Professor at the Royal College of Art in London.

  • James Samperi

    James Samperi

    Managing Director - Engine Dubai

    James heads up our Dubai studio and is Client Director for all projects across the UAE and surrounding regions.

    James has a background in product design, design research, and product and service strategy. He is responsible for the delivery of projects, and his work includes the design and development of services for clients including Dubai Airports, Mercedes-Benz, E.ON, Microsoft and the BBC.

    James has worked both sides of the client/agency divide and has a strong appreciation of what it takes to deliver great products and services from each perspective.

    He's a regular keynote speaker and runs training workshops on service design and its impact on business. James has helped business schools and higher education institutes to develop design programs at BA and MA level.

  • Lisa Skinner

    Lisa Skinner

    Operations Director

    Lisa has previously held senior positions in marketing, sales and operations within international bluechip organisations. She's responsible for ensuring that Engine delivers the best customer experience possible for our clients (and colleagues) and understands what it takes to deliver this across the full range of Engine's activities.

  • Paddy Whiteway

    Paddy Whiteway

    Client Services Director

    Paddy works with new and existing clients to identify how Engine can help them deliver improved services and customer experiences that increase business performance.

    With some 20 years insight gained in a variety of roles, agency and client-side, he’s well versed in both the experiential and operational gains that service design can bring.

  • Itamar Ferrer

    Itamar Ferrer

    Client Director

    Itamar leads service design projects focusing on service strategy, design and product development across a range of sectors.

    Itamar has a background in visual communications and interdisciplinary design. She is passionate about people, interactions, and the processes behind decision-making. Itamar specialises in vision, strategy and service development for implementation and delivery. She has worked extensively in Aviation, Retail, Healthcare, Automotive, Education and Financial Services.

  • Gavin Maguire

    Gavin Maguire

    Client Director

    Gavin has over 11 years of experience designing services at Engine. By rethinking the way client organisations do what they do, Gavin helps them stay great in the eyes of their customers. Whether crafting a fresh service strategy or working through the details of an experience, Gavin specialises in marrying an organisation’s capabilities with people’s needs and desires. Gavin’s work spans most industries – recently the technology, financial and automotive sectors.

  • Saima Haider

    Saima Haider

    Senior Consultant

    After working in television production for 3 years in Mumbai, Saima moved to Dubai and started a career in design. She has worked with top tier brands, start-ups and global consultancies, delivering disruptive innovation and services in the region for over 10 years. With a passion for design and love for people, Saima has been responsible for building & leading teams with focus to develop, nurture and maintain relationships with clients; converting them into successful working partnerships. 

  • Martta Oliveira

    Martta Oliveira

    Senior Consultant

    Martta has a background in management, and training in design thinking and innovation. She is well travelled, having studied and worked across Europe and Asia. She brings her experience from working in a variety of consulting firms with specialisations ranging from digital strategy to operational excellence. She has experience working across Financial Services, Aviation, Hospitality, Utilities, Education and Logistics. She has helped organisations define their CX strategy, and has guided them through to prototyping and implementation.

  • David Pinder

    David Pinder

    Client Director

    David leads service design projects focusing on service strategy, design and development of front-line service capability.

    David is passionate about using a people-centred approach to uncover latent needs, to identify key opportunity areas and to make better objects, services and experiences.

    He has experience in transportation design and design research, working across insight, innovation and strategy projects.

  • Laurie Jones

    Laurie Jones

    Business Development Manager

    Laurie cultivated his expertise in business development and strategy while working in Product Design and Architecture, before moving into Service Design. Having lived in Europe, South America and Asia he has a broad set of skills and experiences to call upon and is interested in finding new ways to add value through design. He focuses on exploring new potential channels for Service Design and developing Engine’s portfolio.

  • Julian Bromage

    Julian Bromage

    Operations Manager

    Julian has over 13 years of experience working across a number of demanding industries, focusing on operational delivery, business development and account management.

    He manages the workflow of our projects to improve service delivery, bringing commercial awareness and enhancing our clients' experiences.

  • Daniel Pezzutti

    Daniel Pezzutti

    Senior Consultant

    Daniel is fascinated by the impact social and technological shifts have on the experiences of people.

    With a background in physical and digital design across healthcare, lifestyle, lighting and media sectors he is experienced in delivering award winning propositions from conception to reality. Fluent in research and design strategy, he supports clients by creating solutions that balance sustainability with delightful user experience.

  • Anthony Taiwo

    Anthony Taiwo

    Finance Manager

    Anthony has worked in sectors as diverse as politics and branding; providing financial analysis and advice to peers and clients alike.

    He has management accounting experience and is adept at increasing work process efficiency, monitoring budgets to provide financial accountability and ensuring coherence with international accounting standards.

    He joins Engine as Finance Manager responsible for our London and Dubai studios.

  • Marc Pascual

    Marc Pascual

    Lead Graphic Designer

    Marc works across a suite of projects to design and develop engaging internal and external communications for the services being developed.

    Marc has a background in Graphic and Textile Design. He has worked with different startups designing their brand and corporate identity and brings a unique view on visual communications. Marc enjoys bringing textures into digital pieces and visualisations, making them tangible and real.

  • Karen Barrett

    Karen Barrett

    Service Design Consultant

    Karen has a background in psychology and interaction design. Her previous consulting roles have included work in healthcare, the third sector, and the public sector – where she participated in and lead service design, cultural change and research programmes.

    Karen is passionate about applying design thinking and behavioural insights to inform great services and experiences.

  • Graham Wallace

    Graham Wallace

    Senior Consultant

    Graham works with clients to ensure solutions are converted into structured programmes which support businesses and create the right conditions for change. He thrives on delivering innovative solutions and programmes which have the potential to transform markets.

  • Devina Jasrani

    Devina Jasrani

    Senior Service Designer

    Devina is a creative professional with a human-centered approach to solving complex, unstructured problems. Her experience in three countries informs her emphasis on the importance of context in everything she designed.
    Devina trained as an interior designer in Ahmedabad, India and practiced as one in her hometown of Muscat, Oman. A Fulbright scholarship led her to California to pursue an Innovation Systems Design dual degree (M.S. Industrial Design + MBA).

  • Tom Hoare

    Tom Hoare

    Service Design Consultant

    Tom has a background in interaction and graphic design. He has experience working across sectors including aviation, financial services, retail and telecommunications.

    He is drawn to exploring the connections between people and technology plus how they work together to create meaningful or compelling interactions.

  • Joe La Trobe

    Joe La Trobe

    Lead Graphic Designer

    Joe has graphic design experience in print and digital as well as coding and concept design. He likes to rise to the challenges of communicating ideas and information visually and continues to question and experiment with the graphic design process. Joe is interested in future technologies but also enjoys the art and craft of great print design.

  • Didac Trubat Ponti

    Didac Trubat Ponti

    Service Designer

    As a Service designer, Dídac believes in the intersection between technology, business and customer centricity in order to create lasting change not only in companies but in people.
    His background encompasses both engineering and design and has brought him to work internationally across Europe, Kenya, India and China. Dídac has worked as lead experience designer and strategist developing interactive installations and exhibitions for brands and museums. Also, he has experience in social innovation and start-up environments.

  • Libby Landenberg

    Libby Landenberg

    Service Designer

    Libby is a Service Designer with a background in Anthropology. She is well versed in both ethnographic and design research methodologies, as well as design thinking and user experience design.  She has experience working across a range of industries including; fashion & retail, supply chain management, government services, and the music industry.

    Libby is extremely interested in alternative applications of technology  and has previously worked with machine learning, cryogenics and blockchain as tools by which she designs a service around.

  • Isra Kassemi

    Isra Kassemi

    Finance and Office Assistant

    With a degree in finance and a background in a variety of customer facing roles, it’s no surprise Isra excels in her role as our Finance and Office Assistant.

    She supports the Finance Manager to ensure that all projects are delivered on time and within budget, ensures the day-to-day running of the office and works to maintain the optimum working environment to support project teams.

  • Clara Burin

    Clara Burin

    Graphic Designer

    Clara is a graphic designer and has four years of experience in social media and is also interested in UI design.

    As a hobby she does hand lettering, passionate about design, plants and enjoys exploring the world all sorts of arts and crafts.

  • Paul Foley

    Paul Foley

    Associate Retail Consultant

    Paul has a background in brand experience, design strategy and 3D design, across retail, leisure, experience, and workplace. He is a proactive thinker and strongly believes that immersion in the “customer world” and understanding their needs, combined with a creative, versatile and strategic design approach, leads to the best design solutions - creative, responsive and fit for purpose.

Helping us make it happen

Joining-the-dots of multichannel service and delivery requires collaboration across teams, internal and external.

We work with our clients to figure out what’s needed and often work closely with internal delivery teams and external partners. And, when it’s needed we also work brilliantly with our own network of small, creative and energetic agencies to make things happen. 

Digital platforms and products are central to any multichannel service and customer experience. Uber deliver clever and creative front-end design and development, and integration, as well as great content and media to support vision-selling.

Tayburn’s highly creative work helps bring products and services to market by creating new brands and refreshing old ones. They also develop compelling internal brands that bring impact to service transformation programmes inside organisations.

People are everything when implementing new services and customer experience, especially when the change needed requires a shift in service culture. Clarity work to deliver the vision and experience through people, from leadership in the boardroom to training the frontline.

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