Tag Archives: Experience Mapping

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

Why Your Experience Is Your Reality (And How To Make The Perfect Cup Of Coffee)

Why Your Experience Is Your Reality (And How To Make The Perfect Cup Of Coffee)

I love coffee, it fuels my day, it fuels the company, and I couldn’t do business without it. Fortunately, I am not alone. Even the Brits have fallen for the allure of good coffee, and coffee shops such as Nero, Costa, Starbucks can be found on every corner of self respecting city centres. Sometimes, youRead more

Why Experience Mapping is Critical, And Where To Start

Why Experience Mapping is Critical, And Where To Start

Key decisions in the experience mapping process. 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 used. That’s why it’s exciting to see a recent spike in interest around creating experience maps. There is one problem: WhatRead 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

Is Your Interaction Full of DUST?

Is Your Interaction Full of DUST?

When you are continuously evaluating your product it is easy to keep your product feeling fresh. However, if you are not able to refresh your design on a yearly basis, you need to be more strategic about when to update the design.  Which raises the question;  How do you know when it is time toRead 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

Experience Mapping VS. Task Analysis

Experience Mapping VS. Task Analysis

Experience Mapping is becoming an increasingly popular tool in the UX world.  They are often used to gain a better understanding of the overall customer/user experience across all platforms and touchpoints. Creating an experience map can help organizations pinpoint gaps in the overall customer/user experience, which makes it easier to identify areas for product innovation. Read more

Tracking Customer Experience: Reward cards and other schemas

Tracking Customer Experience: Reward cards and other schemas

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 the company’s ‘trick’ to lure me back time and time again but should that really bother me? It is not such a bad thing that aRead more

Experience Mapping: The devil is in the detail

Experience Mapping: The devil is in the detail

We often travel for the work that we do here at Akendi, so hotel and travel arrangements are nothing new to us. It becomes routine after a while, but once in a while I do encounter an odd situation that gives me pause to consider how things could be done better. If you produce aRead more

The Customer Experience of IKEA

The Customer Experience of IKEA

I’ve always admired IKEA as a business. Their marketing and branding is always appealing, and they manage to sell over 12,000 single-brand home furnishing products in one location without overwhelming the millions of customers that visit their stores each year. This is a true testament to a brilliant and meticulously planned Customer Experience. That beingRead more

Sorry, that wasn’t the intention

Sorry, that wasn’t the intention

As Canadians, we are well-known for apologizing for things even when they aren’t our fault. As human beings, we are often surprised when something we’ve done has had unintentional consequences, especially when these consequences are negative and brought to our attention by the person who’s been hurt. “I’m so sorry, that really wasn’t what IRead more

Experience Mapping vs. Task Analysis

Experience Mapping vs. Task Analysis

Experience Mapping is becoming an increasingly popular tool in the UX world.  They are often used to gain a better understanding of the overall customer/user experience across all platforms and touchpoints. Creating an experience map can help organizations pinpoint gaps in the overall customer/user experience, which makes it easier to identify areas for product innovation. Read more

Service design and experience mapping: covering all service lifecycle phases equally?

Service design and experience mapping: covering all service lifecycle phases equally?

We recently completed an experience mapping exercise as part of a recent project. It was done to help capture the company’s internal knowledge of each product lifecycle stage, understand what the users’ goals were, their activities in each phase as well as aspects like emotion, product value, business opportunity, and others. We used the experienceRead more

Hi, my name is Matt

Hi, my name is Matt

In today’s world of ever-changing technology where the “latest and greatest” is constantly being advertised as being the next best thing, why is it that the personal touch is often what makes us remember a brand? On a recent business trip I found myself in a situation where I had to book a last minuteRead more