Work - Engine Service Design

Virgin Hotels

Creating the distinct vision for new Virgin venture

Translating the brand idea to unique experiences & signature services

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Aeroportos de Portugal
14%
increase in customer satisfaction during pilot
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Virgin Media
28
point increase in transactional NPS (-8 to +20)
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Mercedes-Benz
2 million
plus vehicle services completed in the UK since 2012 using MyService
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E.ON
1,000
fewer calls to the transfer team during pilot
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Hyundai
200K
visitors in the first year of flagship store opening
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Virgin Atlantic
75%
reduction in check-in times
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Virgin Media

Increasing customer satisfaction and retention

The right start to building long-term relationships
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Aeroportos de Portugal

Developing a passenger service brand and strategy

From airport operations to passenger care
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Mercedes-Benz

Delivering a unique and unreplicable ownership experience

Delivering a unique ownership experience that’s hard to copy
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Dubai Airports

Delivering the future passenger experience

Designing the future passenger experience
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Jaguar Land Rover

Designing the customer experiences of a Supercar

Purchasing and owning excellence
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Skanska

Developing a customer service strategy for new markets

Beyond buying to creating places where people want to live
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Philips

Creating a new & unique service business

From product to service; manufacturers learn to deliver more
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Kent County Council

Building a Social Innovation Lab to develop services

A flexible approach for complex problems
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Qoros

Developing a new brand proposition from scratch

Working with the Qoros team to develop a unique service proposition with which to launch the brand.
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Fiat

Defining future target experiences

Defining future target experiences to Align with emerging customer needs
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Hyundai

Achieving sustainable design-led change in a large organisation

Designing retail service and experience for Hyundai's new flagship stores in Seoul.
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Finnair Finavia

Defining and designing a new branded future experience

Working with airline and airport to create a joint 2020 vision.
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Heathrow

Driving service consistency across staff and suppliers

Defining the Service Standard to support employees and contractors in ‘Making Every Journey Better’
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Jaguar Land Rover

Creating signature experiences

Creating signature experiences
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Virgin Atlantic

Creating uniquely branded experiences in a brand new environment

Designing the Heathrow Terminal 3 experience to drive passenger loyalty, advocacy and business efficiency.
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Jaguar Land Rover

Defining a future after sales experience

Defining the future experience for aftersales to increase loyalty, differentiate their service proposition and increase market share.
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Channel 4

Developing a personalisation & recommendation strategy

Connecting people with content they love, so they watch and engage more with Channel 4.
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E.ON

Focusing on journey design to drive change in multiple markets.

Improving the service for E.ON’s customers, while developing the Group design capability
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