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Service Design

Get the bigger picture to improve service experiences.

Our service design process helps you create services experiences that will make the experience more valuable to your customers and differentiate you from your competitors. Akendi answers strategic questions like "how do we improve our service experience", “What can we do to optimize service delivery to our customers?” We design to ultimately enhance the quality of your service interactions at every customer touch point throughout the service lifecycle.

DELIVER MORE VALUE

Increase customer loyalty through informed design of services that are efficient, innovative, and deliver more value. We will work with you to design and engineer a service experience that reinforces a strong relationship with your customers.

OPTIMIZE JOURNEYS

We dive deeper to understand your customers’ journey needs and motivations at every touchpoint. We ensure internal and external customers are engaged and satisfied throughout their service experience, resulting in seamless experiences that surpass user and customer needs and make people happy.

where to start

We start by talking to internal stakeholders to understand your business, mission, vision and objectives and to identify each customer journey touchpoint.

We research your customers to validate these assumptions and generate valuable journey insights.

TIMING
The typical duration of a service design initiative is 4-8 weeks.

how we do it

To obtain insight into customer behaviours and their perceptions of the service offering, we use research techniques such as contextual inquiries and ethnographic research. We create and analyse service experience journeys to identify areas of improvement. The experience journey factors in things like expectations and goals at each touch point and critical interaction points. We then design the service experience.

Akendi’s experts create the service experience, from signage in a physical space to interactions on kiosks, websites or software applications. We test our proposed service design with actual customers to validate the experience.

what you get

Our deliverables may include a comprehensive research, experience map identifying customer personas and service journey recommendations, a detailed service experience map and final touchpoints and interactions that optimize the customer experience.

Service design is a holistic approach to delivering optimal experiences wherever and whenever your customer comes in contact with your organisation.

It leads to improvements in the way your services are delivered or entirely new services, resulting in increased customer satisfaction and engagement.


Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

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  • Innovation
    Innovation explores big ideas and boils them down to enable exciting outcomes.

    - Opportunity Scouting
    - Experience Immersion
    - Concept Incubation
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - Product Strategy
    - Customer Needs
    - User Needs
  • Research
    Gain the insight you need to design it right the first time.

    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    More than aesthetics, design also looks at interaction, and use.

    - Information Architecture
    - Wireframes & Interaction Design
    - Visual Design
  • Testing
    Testing provides the real feedback you need to make impactful changes.

    - User Experience Testing
    - Heuristic Assessments
    - Usability Testing
  • Construction
    We work shoulder-to-shoulder with your engineering team every step of the way.

    - UX Specifications
    - UX Styleguides & Standards
    - Front-end coding: HTML/CSS
Shaun Illingworth
Vice President

What experience are you creating?

Discuss your latest initiative with us.

Shaun Illingworth
Vice President
contact@akendi.com

WE HAVE SUCCESSFULLY COMPLETED OVER
360
Projects
for over
150 Clients
View Our Portfolio

Customer Personas

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What our clients are saying

“This is the preliminary thinking and research that gives factual metrics to produce better design.”

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Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testing expertise all under one roof.

Our XT Process

Our Culture

Snacktime!

Our Friday lunch and lots of snacks fuel all our hard work and creativity.

Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testing expertise all under one roof.

Our XT Process

Our Culture

"Remarkable product and service experiences meet real human needs."

Snacktime!

Our Friday lunch and lots of snacks fuel all our hardwork and creativity.