Mobile Diary Study Research Services

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Mobile Diary Study Research

Get right inside how your customers think as they use your service.

Sometimes it’s tricky to really understand how a customer thinks, behaves, and feels while using your mobile service – especially if the service journey includes many interconnected but spread out experiences. We conduct diary studies to give you precisely that insight!

Akendi diary study research

experience insights

  • What perception do customers have when they engage with our experience?
  • What is the customer’s experience with all aspects of our mobile offering?
  • How well do our own goals align with the actual customer experience?

Ready for a free consultation?

+1 866.585.1660 (CAN)
+44 (0)1223 853907 (UK)

contact@akendi.com

What you get

  • A customized visualization of the customer’s actual experience, its various journeys and pathways, to share throughout your organization. It will keep customers top-of-mind while the experience is designed and maintained.
  • Clarity on who your customers are, how they think, and what they need to achieve their goals.
  • Validation of assumptions about customers, and insights into ways you can surprise and delight them with a mobile experience.
Akendi

How we do it Timing: 2 - 5 weeks

  • Conduct collaborative sessions with your stakeholders and staff to capture in-house knowledge about your service and customers.
  • Plan the strategy and protocol for the diary studies, including purpose, goals, and format of the study.
  • Recruit real customers to partake in the diary study; brief them and track them as they keep journal logs of their thoughts and experiences while they use your offering over time.
  • Analyze the diary studies and summarize the results of the research in visual depictions of the customer’s actual experience, journey, and pathways.
  • Recommend prioritized action steps to take to improve the mobile experience.
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What you get

With broad and deep experience in diary studies research, we will hit the ground running with an established process and tools. You’ll get:

With broad and deep experience in diary studies research, we will hit the ground running with an established process and tools. You’ll get:

  • A customized visualization of the customer’s actual experience, its various journeys and pathways, to share throughout your organization. It will keep customers top-of-mind while the experience is designed and maintained.
  • Clarity on who your customers are, how they think, and what they need to achieve their goals.
  • Validation of assumptions about customers, and insights into ways you can surprise and delight them with a mobile experience.

Almost ready?

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Clients we've helped with experience research

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Clients we've helped with Experience Research

Telecom

ARM

Blackberry

BT

Clear-Com

EE

Fido

Gamma

Koodo

Ooredoo

Rogers

Saudi Telecom

Telecom Italia Group

Telus

Finance & Insurance

Aviva

Blueshore Financial

CIBC

Credit Suisse

Cybersource - VISA

Insurance Institute of Canada

Interac

Lending Stream

Nester

RBC

Riyad Bank

Royal Bank of Scotland

Worldbank

Government & Public Service

City of Edmonton

Dwr Cymru - Welsh Water

Government of Canada

HM Revenue & Customs

University of Toronto

The Cabinet Office

Healthcare

Astra Zeneca

Ecobee

Eliza

GSK

Health Canada

Humanware

MedAvail

MyMeds&Me

NHS

Nuance

Ontario Medical Association

Roche

Siemens

XSensor


Our approach
Our Experience Thinking™ process underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.
Learn more about our process

How can we help you?

Let’s Chat

About Akendi

Akendi is a human experience design firm, leveraging equal parts experience research and creative design excellence. We provide strategic insights and analysis about customer and user behaviour and combine this knowledge with inspired design. The results enable organizations to improve effectiveness, engage users and provide remarkable customer experiences to their audiences.