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.
With over 17 years experience, Oliver is a recognised pioneer in his field and regularly speaks and writes internationally on service design and innovation.
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, and is Honorary Professor of Design at Glasgow School of Art.
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.
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.
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.
Louise has a wide range of experience in technology, visual expression and human behaviours, including Fine Art, Linguistics and Economics. She regularly speaks and writes about design and human behaviour and is a published art historian.
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.
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.
Steve specialises in strategy and communication development and implementation. He believes in fundamentally understand 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.
Tom is primarily concerned with the interactions between people and emerging technologies, services and brands. With experience in research and Design Interactions, he has also worked in film production and written a white paper on the real value of co-creation for business.
Martine has an extensive background in business administration, management and development. She believes in the value of providing an outstanding customer service experience in business and provides steadfast support to us all at Engine.
Charlotte supports the team at Engine and ensures that all the cogs keep whirring. She has studied English Literature and has a range of experience in Public Relations and hospitality. Charlotte enjoys working in a creative environment and meeting all types of challenges.
With a background in creative writing and an MA in Comparative Literature, Julie creates compelling stories from our work, drawing out insights, learnings and knowledge to share across the team and externally to the wider world.
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.
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.
Lingjing has a strong interest in interactive experiences and products derived from people-centred research, hands-on technology and interdisciplinary collaboration. Lingjing believes that the key to valuable innovation is to satisfy real needs and desires.
Rachel has a background in design for industry and believes in the importance of sensitivity, humour and building relationships for design projects to succeed. She works with a wide variety of people, meeting a range of challenges with energy and passion.
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.
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.
Ros has a BA in Classical Studies, and believes that storytelling is fundamental to understanding both the ancient world and the modern. She enjoys working in a creative and collaborative environment, and facilitating the Service Design work of all those at Engine.
Vanessa uses a customer-centred design approach, combining innovation and structured methodologies. From her native Italy and work experiences, she enjoys working in multicultural environments.
James has solid experience in research and Product Design and has worked across a range of industries, including telecoms, publishing, electronics and the public sector. James has also worked with universities and social start-ups, and is an award-winning photojournalist.
Ness is interested in creating innovative and fun ways to improve services and customer experiences. Her background in Graphic Design has developed her communication and visualisation skills to help her communicate and develop successful services and experiences.
Itamar is passionate about understanding people, interactions, and the processes behind decision-making. She has explored areas across strategy, design for digital platforms and Service Design, and enjoys tackling a challenge and working collaboratively.
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.
Daniel brings skills in innovation, facilitation, business strategy, ethnographic research and cultural change. His working life has focused on helping people to find creative and profitable solutions to business problems, exploring business model innovation, metrics and prototyping.