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 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 and understands what it takes to deliver this across the full range of Engine's activities.
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.
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.
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.
Jessica has a background in business, interaction and product design. She specialises in digital strategy, user experience and product innovation for delivery across digital platforms and physical environments. Jessica has worked extensively across the public and private sectors developing services across retail, energy, finance, FMCG, automotive and the luxury industry.
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.
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.
Charlotte has a degree in Criminology and Social Policy. Having worked in a variety of sectors, she wants to use her previous experience to continue to drive Engine’s high standards and office efficiency. Charlotte is motivated to maintain the Engine culture and efficiency in office.
Yeri has a background in design and management, with experience managing cross-functional teams in retail, automotive and the luxury industry. She is passionate about delivering quality and excellence to innovative and dynamic projects.
With experience in industrial design, advertising 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.
Theo uses a variety of skills and an abundance of energy to develop the strategy and principles that drive great experiences, and to shape the relationships that brands have with their customers with improved service interactions. With experience across retail, auto, media and tech industries, he is motivated by the way tools such as service prototyping can create added value in everyday experiences and develop clever and compelling new services.
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.
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.
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.
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, and is passionate about designing meaningful services. She brings her experience from working in a range of consulting firms specializing in service innovation, digital strategy and operational excellence.
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.
Lina is a designer, strategist and illustrator. With her training in industrial product design and mechanical engineering, Lina brings a blend of creativity and pragmatism into her projects. Throughout her experiences in Scandinavia and the UK, Lina has worked with global brands across public and private sectors to develop services and products in healthcare, social, and FMCG.
Guillaume combines film making with a grounding in marketing and business innovation to explore different ways of crafting customer-centric services that make a splash. His interest lies in how to create distinctive stories that can be weaved into the design to make people passionate about the services they use.
Craig has a background in transport design, retail and branded customer experiences. He has worked on projects to develop compelling service visions for leading supermarkets and a range of automotive brands. He is adept at helping clients be vision-led but ground it in the day-to-day operations.
Roger is a prodigious draughtsman with nearly two decades of professional experience as a storyboard and comic artist. He brings an unbiased creative eye to proceedings, and is able to visualise any concept or idea demanded of him.
Adam is an accomplished storyboard artist with 15 years experience producing storyboards and visuals for TV, commercials, games, music promos, animation and events. He works with us to help communicate and visualise concepts and bring service experiences to life.
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.
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.
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.