Customer Driven Transformation

Engine works with organisations to imagine, prototype, evaluate and deploy great services and customer experiences. Over the years we’ve developed approaches to creating and collaborating within complex organisations that we call ‘Design-led change’.



Joe Heapy

Joe Heapy is co-founder of Engine Service Design, and is an advocate of the social value of design improving people's lives. He’s worked with global corporations all over the world. An Honorary Professor of Design at Glasgow School of Art and a Visiting Professor at the Royal College of Art in London, he collaborated with Demos in 2006 to research and publish The Journey to the Interface, a book about user-centred approaches to service design.

In his work, and in this book, he brings his design thinking to the fore as he shows companies how to use design to create and deliver valuable and memorable services, and get them to market quickly. He understands how to make service design work in organisations by making it tangible, being creative, and engaging those who will deliver it.

How to Design a Business that Charms Customers
(Interview with Joe Heapy by Customer Experience magazine 2015)

Creating Value Beyond the Product
(Design Management Institute, Vol. 22, Issue 4, December 2011)

Make Yourself Useful
(Touchpoint Journal, 2010)

The Journey to the Interface
(Joe Heapy & S Parker, 2006. Demos UK)


Oliver King

Oliver King is co-founder of Engine Service Design. Oliver has a degree in Industrial Design, a Masters in Design Strategy and Innovation and ten years of professional practice prior to Engine. Engine was established with the insight that often the greatest value a designer could bring to an organisation was not just the way something looked, but rather what should be designed in the first place and why. In this way Oliver works with organisations to identify and develop the propositions and customer experiences that surround products and services.

Oliver regularly lectures on service design and innovation and is a director of the UK Design Business Association.

How to get great reviews – and avoid bad ones.
(Director Magazine, March 2016)

A conversation between specialists Oliver King and Arne van Oosterom on design thinking practice.
(Erik Roscam Abbing, 'Brand-driven Innovation: Strategies for Development and Design', 2010)

Methods and Processes of Service Design
(Touchpoint Journal, 2009)

Are they being served?
(Touchpoint Journal, 2007) 


James Samperi

James Samperi is a Director at Engine Service Design. Having led major projects in all major sectors for seven years, James now runs Engine’s largest programme of work based in Dubai. As part of this work James acted as the client organisation's interim Head of Customer Experience and continues to manage the programme from Engine's studio in Dubai.

Great Customer Experiences Don’t Happen by Accident
(Touchpoint Journal, May 2016)

Magic Moments in Air Travel
(Passenger Terminal World, March 2015)