Customer Driven Transformation: Download the first two chapters


Your customers have changed, how will you respond?

We have all adapted our lives in response to the unprecedented disruption the COVID-19 pandemic has caused; we’ve changed the way we work, the way we shop, how we travel, how we socialise... and so have your customers.


Using Pandemic Personas as part of your COVID-19 CX response toolkit, you can give your business the insight it needs to think differently and stay ahead.


Building on our original Pandemic Personas tools developed in June 2020, the Engine Service Design Team have tapped into our online customer community, researched the makers and breakers in relation to people dealing with the pandemic, and new characteristics have emerged in 2021.


This resource will help you understand and design services and experiences for people with different needs and attitudes towards the Covid-19 climate.