Your Customers Are Not Your Users
By Scott Plewes
11.13.2023
When the character Guy finally tries Green Eggs and Ham (and likes it) from the book Sam-I-Am, he has transitioned from being a customer to...
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Journey Mapping
Understanding your customers’ and users’ journeys is the first step to making the improvements they are asking for. Our collection of Journey Mapping blogs explores the basics of what these maps are, the value they offer and what you should consider when making one.
Digital Transformation is Never Only Digital
By Scott Plewes
06.05.2023
Digital products have support, work with other products or services, and generally fit into some larger ecosystem of usage. When you figure...
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You can only Design ½ of what goes into an Experience
By Scott Plewes
02.20.2023
Understandably, we talk about being user experience designers. However, in the end, we don’t design an experience. That’s something the user has...
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Invite Everyone to the Party: Integrating more Disciplines
By Scott Plewes
01.26.2023
UX design and its techniques (think Journey Mapping, for example) is only one way to look at a system involving people. It is just as important...
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Using Ecosystem Diagrams For Insight and Understanding in Experience Design
By Scott Plewes
02.25.2021
In order to redesign a product or service, you need to understand the system context in which it is being used and the opportunities for changing...
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A New UX Training Community: Experience Thinkers
By Siobhan Kennedy
02.10.2021
To kick off our training in 2021, we’re sharing an interview with Tedde van Gelderen, President and Founder of Akendi and Experience Thinkers...
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Improving on “We Didn’t Ask that Question” in User Research
By Tedde van Gelderen
06.02.2020
As a user researcher, part of the work is communicating the results of our research. And to get to that moment, we engage with users and...
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How to Visualize Journey Maps in 7 Steps
By Amanda Billark
08.14.2018
The UX research is finished but now what? How do you effectively communicate the data? You could give a presentation, write a lengthy report, make...
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Why Journey Mapping is Critical, And Where To Start
By Dan Iaboni
06.07.2016
I’m no cartophile, but I love maps. Part of my graduate studies was spent exploring the history of maps, how they are created and how they are...
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Journey Mapping My Commute to Work
By Amanda Billark
06.01.2016
An Authentically Torontonian Example of Journey Mapping Last week, I participated in ‘Experience Mapping’, a course offered in Akendi’s UX...
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Ethnography, Journey Mapping and IoT
By Dominira Saul
09.10.2015
In a couple of weeks Akendi, along with our partners, will be hosting IoT613, in Ottawa. IoT613 will be a gathering of those interested in...
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Tracking Customer Experience: Reward cards and other schemas
By Janet Bewell
11.06.2014
Who doesn’t love a good reward card? Discounts or money back on products, which I am going to buy regardless, seem good to me. Sure, I know it is...
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Solving the Right Problem: The Importance of Task Analysis
By Monica Zaczynski
05.15.2014
I had the pleasure of attending this years’ ACM CHI conference on Human Factors. I tore myself away from the excitement at the Akendi booth (yes...
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Journey Mapping vs. Task Analysis
By Lisa Min
04.24.2014
Journey Mapping is becoming an increasingly popular tool in the UX world. They are often used to gain a better understanding of the overall...
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The Changing Association Experience
By Dominira Saul
03.24.2014
What does an association for medical professionals have in common with an Internet domain name registration authority? Both have members...
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