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.
Methods and processes of service design: a conversation
Lets talk about the service sector - what opportunities do you see?…
Make yourself useful
Designers have a role to play in addressing business and social challenges …
Confessions of a service design researcher
Design research is an implicit and inseparable aspect of service design. …
Some of the benefits of co-design
The activity of co-design is interchangeable with that of personalisation…
Designing people centred policy
How can User Centred Design techniques help public service managers design better services?…
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…
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.
BAA
Radically redesigning Airport Information
As part of the goal to make T5 easy to use, BAA commissioned Engine to design the airport…
Graphic Facilitation
Graphic facilitation is a technique for visualizing a meeting or workshop…