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Experience Quadrants™

Providing clear guidance for innovation in experience thinking

Each including goals, techniques and outcomes, together they provide a framework for all your organisation’s product experience strategies.

The Experience Quadrants™ is Akendi's innovation tool that comprises the four key quadrants of customer and user experience research & design: Business, Technology, Content and Service. Each quadrant has its own set of goals, techniques and outcomes to use in product & service innovation. They provide guidance for all experience creation processes.

experience quadrants

Business

The business quadrant answers two basic questions: why would the customer buy (= value) and what makes the business sustainable? (= business case). For a non-profit organisation or government agency these questions would be: why does it matter? (= vision, service), what do I do to meet my mandate? (= mission), how do I do this (=strategy). The research techniques that are used in this quadrant usually have a Market Strategy orientation: surveys, focus groups, omnibus, and/or panels.

Technology

This quadrant is about adapting the technology to the human: whether this is a customer, user or client experience. It is the domain of interaction design, usability testing, customer and user persona research. The techniques presented in this quadrant are applied to involve the customer and user throughout the design process; the user research starting with in-depth interviews, user persona research, task & usage scenario analysis. The information is then used to sketch and build early concepts, interaction designs and wireframes in order to ultimately create the user experience.

Content

The content quadrant revolves around areas like content strategy, knowledge management, information management and governance. Relevant research and design techniques include card sorting, affinity diagrams and information architecture.

 

 

Service

The final quadrant brings the other quadrants together with the overarching goal that customers and users turn into long term clients of the organisation. The client links all interactions together, like a red thread. The website, help desk, products, and call center are all linked, designed and evaluated as one holistic entity. Clients go through the organisational journey with multiple touchpoints over time. Typical research techniques involve experience mapping, blue print testing, client scenario building and stakeholder analysis.

 

 

Together, these experience quadrants provide a solid experience thinking framework to analyse, improve and innovate the experience strategies of your organisation.

Shaun Illingworth
Vice President

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Shaun Illingworth
Vice President
contact@akendi.com

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What we do

We create intentional product and service experiences that enable organisations to increase market uptake, engage users, and improve the experience.

Industry Expertise

A balance of business experience, scientific research and user experience design creative makes Akendi a UX industry leader.

Our Work

We‘ve worked
with over
143
clients

and have
completed over360projects

Global Reach

Work with us globally
We work with clients from around the world.

What we do

We create intentional product and service experiences that enable organisations to increase market uptake, engage users, and improve the experience.

Industry Expertise

A balance of business experience, scientific research and UX design creative makes Akendi a UX industry leader.

Our Work

Partners in Experience Creation
Successful UX design leverages the power of participatory user and customer research in a real-world context. The result is the creation of innovative products and services that people need, use and cherish.

We‘ve worked
with over
143
clients
and have
completed over360projects

Global Reach

Work with us globally
We work with clients from around the world.