Tag Archives: Customer Experience

An Introduction to Service Design

An Introduction to Service Design

Why is it that we can understand what is happening to materials and technologies at a molecular level, but struggle to understand why someone might buy a product or service? We are complex organisms and people are difficult to understand. Here is a great example, have you bought a present for a ‘loved one’ –Read more

UX thinking = a remarkable experience

UX thinking = a remarkable experience

I remember a phone call I received when I still worked for Philips Research from somebody who lived close to the labs. This gentleman owned a Philips Television that had stopped working. He must have thought: “Luckily I live close to Philips, I’ll give them a call and they will fix it”. He called andRead more

Not Choosing Sides: Customer Experiences vs. User Experiences

Not Choosing Sides: Customer Experiences vs. User Experiences

Ok, we’re all humans. It is a label that encompasses us all. But in experience research and design we rarely, if ever, create for or try to understand the human. It’s usually the different types of humans we’re interested in.  Because once we understand who they are, we can list and prioritise these groups ofRead more

Auto-fill Your Taxes [Review]

Auto-fill Your Taxes [Review]

After having a miserable go at taxes last year, I vowed to make this the best year yet. I had heard about a new feature called “auto-fill my taxes”. So I signed up for an online account with the CRA. The Setup  The most difficult part of this whole process is the setup. There isRead more

Difference Between a Design Template and a Page

Difference Between a Design Template and a Page

  When engaging with a new or potential client, we find there is often confusion about the difference between a template and a page. We believe much of this confusion stems from the fact that there are several different ways to scope design work for digital products such as websites, mobile apps, desktop software, portals,Read more

Design easy-to-learn systems based on what users know

Design easy-to-learn systems based on what users know

Recently when discussing success metrics for a new design with a client, they indicated that they wanted it to be so simple that their grandmother could walk up and start using it. There are two issues with that kind of statement. First, their grandmother is not one of their users, so why would we everRead more

The Ludicrously Missed Opportunities

The Ludicrously Missed Opportunities

Working in UX has taught me one thing: Never underestimate a user’s will to take shortcuts then question why something doesn’t work. So, what makes sense and how can we avoid this? It makes sense to talk to and, most importantly, listen to a user to find out their needs (and wants, wishes and desires.) ItRead more

Who Are You and What is Your Story?

Who Are You and What is Your Story?

Every website should tell a story in some form or another. Its design should reflect who you are and what you want to tell your users. Your story can be very literal or metaphorical, it all depends on what you have to say. People naturally communicate by telling stories and the ways in which we communicate informationRead more

Design Thinkers Conference 2015

Design Thinkers Conference 2015

On November 12 & 13th, Akendi participated in RGD’s 16th annual Design Thinkers Conference, the largest Conference for Visual Design in Canada. Held at The Sony Centre for Performing Arts in Toronto, Akendi team mates from both our Toronto and Ottawa offices were there listening to inspirational talks, attending events, and networking with fellow designers, vendors and clients.Read more

THE IPAD PRO – A VERY CONFUSED DEVICE

THE IPAD PRO – A VERY CONFUSED DEVICE

So being a bit of an (massive) Apple fan-girl, I was unbelievably excited when the new iPad Pro arrived in our office at the end of last week. There’s something about that simple white box and imagery that just calls to you and tells you that greatness lies within. I was a bit late whenRead more

What do Tamagotchis, Furbies, and Smoke Alarms All Have in Common?

What do Tamagotchis, Furbies, and Smoke Alarms All Have in Common?

The Tamagotchi As a young child in the 90’s with no dog, I desperately wanted a Tamagotchi. Desperately. The pocket-sized virtual pet promised all the love and companionship that I had been missing out on. Everyone in my class seemed to have one and they looked so fun. So, I put it at the topRead more

Exercise Commitment and Longevity: Will the UX of a fitness tracker really make you more active?

Exercise Commitment and Longevity: Will the UX of a fitness tracker really make you more active?

I want to love and embrace fitness trackers. I really do. I’m active AND I love data. Yet despite doing a thorough fitness tracker competitive analysis, my steps go untracked. I flash back to my mom bringing me back-to-school shopping where I would gleefully pick out an agenda in addition to a variety of colouredRead more

A shopping experience ahead of the rest

A shopping experience ahead of the rest

Shopping online can be daunting and frustrating, from un-useable checkout processes to boring visuals, most online shopping experiences are subpar. Personally, I now do 80% of my shopping online. I prefer it to in-store shopping because it is easy, low pressure and fast, saving me time to do other things. However, my online shopping experiencesRead more

What’s your sign?  Designing for the experienced user.

What’s your sign? Designing for the experienced user.

Have you ever faced this signage dilemma?  Amazing, isn’t it?  I know which way to turn for everyone else’s room but my own.* And yet, strangely, I have actually had this happen to be more than once.  Am I missing something?  Or am I less experienced with hotel stays?  Do frequent users of hotels navigateRead more

Trust them; they thought about you – and your money.

Trust them; they thought about you – and your money.

New York City sees over 50 million visitors annually, with numbers rising each year.  This is a huge number and an important one to consider when designing the MTA subway card machine. The MTA card machine needs to be extremely intuitive for new users, as well as time pressed New Yorkers. A bit of historyRead more

GO Train – An Experience Review

GO Train – An Experience Review

I’ve recently relocated outside of the Greater Toronto Area and find myself commuting into Toronto on the GO Train quite frequently. In the early days, when I was first learning how the whole system works, I made my fair share of user errors; these errors were sometimes difficult to recover from.  For example, if youRead more

Ethnography Experience Mapping and IoT

Ethnography Experience Mapping and IoT

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 designing and coding for IoT as well as the infrastructure, and social aspects of this technology. IoT, aka The Internet of Things, aka The Internet of Everything is a widely used,Read more

Stop “Improving” My Bathrooms

Stop “Improving” My Bathrooms

If the goal of technology is to make our lives easier, then why am I trapped outside of a bathroom by a fancy electronic door lock, unable to enter the password even when I know what it is? The large black screen stares at me in silent judgement as I repeatedly press my finger intoRead more