Your customers don't see what you see.
They experience your brand and services as the overall effect of everything your business operates and communicates, your people, your projects, and your places. Great service design is fully connected and orchestrated, outside and in.

We’ve been working within complex service organisations for two decades, applying service design thinking for the dual challenges of design services and experiences that feel joined-up for customers while helping to define a more cohesive operation and organisation to deliver them.

Meeting the Expectations of Today's Consumers: 10 Service Design Fundamentals

Well-designed services gain popularity quickly and set a high standard for consumers, which in turn increases their expectations of service design quality. 

Consequently, service design has become a critical business capability to meet these expectations and avoid frustration and disengagement from customers.

Here are just a few fundamentals about service design that can help you adapt to these expectations.

Service Design vs UX Design: What's The Difference?

User experience and service design differ a little more than just the name. Here are some pointers to evaluate what you need to optimise as a business.

What are Fully Connected Services and Why are They Valuable?

A truly connected service experience doesn't begin at the purchase decision. Businesses need to think ahead right from the very first touch point of a buyer journey.

How To Choose A Service Design Consultancy

Choosing a Service Design Consultancy can be tricky if you don’t know what you don’t know. This article is a good place to start.

How To Achieve A Connected Service - Connected Service Design

Here are some clear, practical steps on how to achieve connected service design.

Why Engine is Best Placed to Help

We’ve been working within complex service organisations including Emirates Airlines, Mercedes-Benz, Samsung and Virgin for two decades, applying design thinking to the challenges of connected services.