Tag Archives: innovation
Net Promoter Scores: a platform for sustained improvement and innovation in Customer Experiences
The services and experiences we have helped to design show significant uplift in performance of the services at a touchpoint level, and sizeable increases in the overall satisfaction of customers with the services as a whole. Continue reading
Enabling amazing customer experiences: Inside and out
To deliver great services, you have to be a great service organisation: not just outside in, but inside and out Continue reading
The case for toolkits
Engine has developed a number of Service Design toolkits for a range of organisations. Continue reading
Nice idea – but how do we make it?
When chatting with my partner about her old life in Palo Alto as a mechanical engineer, she recalled much of her time was spent negotiating with designers. Product designers would work in their individual silos creating ‘beautiful’ designs before handing … Continue reading
The shift from infrastructure operator to service brand in the air industry
We’ve worked with a number of airport operators, helping them to respond to passengers and to design and deliver great services – critical steps to ensure profitable and sustainable growth. Below are nine factors that we see as significant: Continue reading
A bit of drama
As a director will both understand the nuances of a character, the nuances of the actor required to deliver the performance and the intricacies and politics around production, funding and marketing of a play, a service designer must reconcile the differences of a company’s function and structure with the role of frontline staff and the needs and requirements of the user. Continue reading
Time to dust-off that ‘Public Sector Innovation’ training handbook
Of course, while many have been thinking about innovation, innovation has been happening around them. Continue reading