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 and regularly speaks and writes internationally on service design and innovation. He is also a board Director of the Design Business Association.
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 has a background in product design, design research, and product and service strategy. He is responsible for delivery of projects across all sectors, and his work includes the design and development of services for Mercedes-Benz, E.on, ANA Airports 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 both perspectives.
James regularly speaks and runs training workshops on service design and its impact on business, and has helped develop design programs at BA and MA level.
Lisa has worked internationally at a senior level in marketing, sales, and operations. Having worked client side, Lisa has a great appreciation of what it takes to deliver the optimum experience for all clients, and is passionate about her role and responsibility in achieving this.
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.
With a strong background in administration and financial support, Deborah is motivated to create solutions to keep Engine operating efficiently and effectively.
Gavin has a background in interaction design and information architecture, which have honed his understanding of systems and usability and his skills in creating elegant solutions which simultaneously reward service users and providers. Gavin also speaks French.
Mike is the first point of contact for people interested in the value we can bring to their organisation. His priority is to promote Service Design as the essential practice to enable organisations to deliver exceptional customer experiences and improve the success of their business.
Itamar is passionate about understanding people, interactions, and the processes behind decision-making. She has a visual communications background, with expertise in brand and UX and an ability to question assumptions and boundaries. Itamar's work and skills range from identity development, digital platforms, strategy and research to education and social ventures.
Noemi has a background in industrial design, design research and user-centered innovation. She has expertise in ethnographic and digital methodologies and uses a range of design approaches. Noemi’s work has cut across a diverse set of business challenges around the globe, including financial services, education, technology, retail and media.
Gemma’s expertise is in using strategic design skills to solve system challenges. She is a Chartered Architect with an MBA, and with deep experience across industries. Gemma has travelled extensively and is able to provide rich insights on culture and management to clients.
Steve specialises in strategy and communication development and implementation. He believes in fundamentally understanding customers to deliver tailored, relevant and effective communications. Steve has been operating at a very senior level for a number of years, particularly specialising in the Automotive industry.
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.
With experience in advertising, marketing and design research, Ross balances a rich understanding of technical issues with a keen sense of human factors, allowing him to bring fresh ideas and enthusiasm to complex projects and helping to drive new services through to trial and implementation.
Suzy has a degree in English and History and has recently returned from a year of travelling. She hopes to use her work experience abroad and in the UK to maintain Engine’s high standards and office efficiency.
Theo has studied across Europe, exploring different innovative solutions to problems. Theo is motivated by ways of finding and creating added value in everyday experiences, building compelling narratives and working between the tangible and intangible aspects of a service.
Ness uses her background in Graphic Design to communicate and visualise service experiences, by simplifying complex systems and bringing concepts to life. She is an expert maker and enjoys rapidly building and prototyping playful ideas. Ness brings previous experience innovating healthcare services in the public sector.
Julia uses her background in multimedia, UX and visual design to create delightful customer experiences and services. Julia has worked on a variety of projects in Germany and the UK, ranging from service interventions in the Criminal Justice System to retail innovation for a leading supermarket.
Justin grew up between Korea and the UK, digesting both cultures and exploring creative design solutions to bridge the cultural gap. He has exhibited widely and explored diverse projects, such as designing products for children in refugee camps.
Kate designs services, customer experiences and games that engage people in new and interesting ways. From designing new applications for cloud computing for Fujitsu, to developing a personalisation and recommendation platform for Channel 4, her work aims to realise opportunities for services to enhance interaction, discovery and play.
Eva is a European Commission funded researcher here at Engine as a partner of DESMA - the European Design Management Network. In conjunction with her PhD at Imperial College Business School, Eva is researching competitive changes in service design in order to investigate strategic options for pioneers in the field.
Ewan is experienced at defining and running big and small change initiatives that break down problems into pragmatic steps while proactively addressing the challenges that tend to pop up along the way. He has worked on projects with organisations including Bupa, BT, Unilever, Amnesty International and Astra Zeneca.
Nick works with Engine to introduce new clients and ways of working. With roles in marketing, sales promotion and publishing, Nick has a wealth of experience in developing conversations and relationships across sectors, both business to business and businesses directly to customers.
Benedict specialises in researching and building new types of service and organisation. He publishes widely on service design, architecture, and philosophy, and has been a visiting critic and lecturer at many design schools. He has recently completed a PhD at Northumbria.
Stuart uses qualitative research as a critical tool for creative thinking and strategy. He uses insight and evidence from research to drive consensus across teams, ensuring that collaborative working is efficient, effective and focused.
Greg's speciality is developing the emotional connection in building and developing brands. A globally experienced strategist, he has worked with brands across the UK, Europe, Asia and the US. His focus is on consumer understanding, experience and engagement, both online, offline and across all sectors.