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Experience Thinking™ Process

Experience Thinking™: Make service innovation happen

The process to innovative and profitable product and service experiences.

The Experience Thinking™ process is founded on Human/User Centered Design (HCD - UCD) practises and the notion that an Experience in itself is of customer & user value: not only the aggregated underlying services and products. We call these Experience Points and Experience Connectors. Experience Thinking™ provides the blueprint for an organisations' Experience Point strategy that enables product & service design innovations to be truly remarkable

experience thinking qualities

An experience includes these basic elements: Product, Software, Event and Service. All of which happen within a Physical Environment. So when Akendi talks about creation of an End-to-End experience any and all of these elements are considered and carefully designed.

 

These experiences are created within an organisational environment that includes four aspects that directly impact the experience success. They are: Brand, Service, Content and Product. We call them Experience Quadrants™.


4x4

Brand Quadrant

The brand quadrant answers two basic questions: why would the customer buy (= value proposition) and what makes the business sustain? (= brand promise). For a non-profit organisation or government agency these questions would be: why does it matter? (= vision), 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 research orientation: surveys, focus groups, omnibus, and/or panels.

Content Quadrant

Next up is the Content aspect of an experience. Included in Content experience is production, governance, editorial guidelines, search engine optimization, retention and metadata of information in products & services. With more and more information around us that is either provided by an organisation or created by users, it becomes increasingly important to have specific governance, strategies and processes around how to work with the information & content. This thinking applies both from an organisational perspective as from an general public, customer and user perspective.

Service Quadrant

The service experience for customers and clients of products links each experience point customers/clients have with the organisation. To understand, design for and optimize this journey is absolutely critical for successful experiences.

 


Product Quadrant

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

 

 

 

 

 

For organisations that want to create succesful - intentional - experiences an effective Experience Thinking process will include the appropriate attention to these experience points and experience connectors.

Shaun Illingworth
Vice President

What experience are you creating?

Discuss your latest initiative with us.

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.