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.
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.
Clare is a project lead and enjoys bringing different specialists together to develop business solutions in a fun, creative way. She started her career as a newspaper reporter, feeding her curiosity about how people behave and why. Today, that inquisitiveness helps businesses, from banks and hotels to media and travel providers, improve and create every day products and services to fit with people’s lives.
Wylie has a background in business development, digital publishing and marketing on both agency and client sides. He has a masters and bachelors degree in English Literature. Before Engine he worked for Pottermore, the digital arm of the Harry Potter empire, managing and implementing global multi-million pound retail and content partnerships across the tech and entertainment sectors. He brings a wealth of digital business strategy and account management experience with a particular focus on emerging markets.
Roberta is an expert researcher and service designer, with a visual design background. She is passionate about combining design ethnography, participatory design and information visualisation to work on complex systemic challenges across industries and geographies. She currently works as consultant for several innovation and design firms, and teaches user-centred design at Politecnico University and other design schools in Milan.
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.
Beth grew up in the Middle East and trained in product design in Edinburgh and Oslo. She uses her different cultural hats to relate to those living and working in various contexts. Beth enjoys creating products and solutions that drive positive change for people and efficiency within organisations. Beth has designed improved services within luxury retail, travel sector, telecommunications as well as in non-profit sector
Richard has experience in delivering small, large and often complex change initiatives for over 15 years. He has worked with senior stakeholders to shape and deliver change programmes and projects for both the private and public sector, predominantly at Bupa, TfL and more recently at Virgin Atlantic.
He has led a variety of multi- disciplined programmes and projects with leading organisations placing primary focus on business change, digital delivery, operational transformation and system implementation.
With a background in Graphic and Textile Design, Marc has been working with different startups designing their brand and corporate identity.
He likes to add a tangible touch to digital projects and visualisations.
With a background in interaction and graphic design, Tom has a wealth of knowledge visualising concepts across a variety of media including: print, digital and film. He uses a critical approach to bring ideas and experiences to life in an understandable graphic form.
Steve has over 20 years experience in leading multi-disciplined teams through a wide variety of creative challenges across multiple business sectors.
Using his mantra of ‘Design for the user – deliver for the client’ he focuses on combining the specific business needs of the client with an innovative approach for exploring co-creation methods to identify how to be relevant to the needs and expectations of the consumer in order to deliver meaningfully different services, products and communications.
He regularly gives up time to develop and run design thinking workshops for leading UK universities.
With a background in branding and design strategy, Shivika is trained in Service Design and Behavioral Economics. She helps businesses innovate to meet their customer needs, and integrate their brand across all service touchpoints. Having lived, studied and worked across America, Europe and Asia, Shivika is curious about culture and its impact on business.
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.
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.
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.
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 has a wide range of design experience across automotive, aviation and technology sectors. He’s passionate about finding the signature, differentiating aspects of services that both businesses and customers value.
He has a product design background, with expertise in research, strategy and implementation support. Justin has also run various service design training programmes for a diverse range of organisations.
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.
Sam is a service designer with a background in industrial design, strategy and innovation. Having worked with a range of clients from Pharmaceuticals, financial institutions and technology start-ups, he employs a passionate and user-centred approach to business and design challenges.
In addition to Service Design, Julia has a background in UX and Visual Design. She is passionate about adding value to everyday experiences through well-designed services and service interactions. Julia brings both creativity and pragmatism to her projects. She has worked with global brands and small organisations in Germany, the UK and the Middle East to develop new strategies and services in the travel and hospitality sector, retail organisations and the public sector.
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.
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.
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.
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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