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

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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

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The case for toolkits

Engine has developed a number of Service Design toolkits for a range of organisations. Continue reading

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Digital Service Obsolescence

For those of us who work in the business of developing products or services, there is an inherent assumption that product and service innovation is as beneficial for customers as it is lucrative for an organisation. But in the current … Continue reading

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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

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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

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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

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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

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