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Journey Mapping

Get inside the service journeys your organization offers

Delivering a consistent service experience to customers can be a powerful differentiator. Service journey mapping makes it possible. We’ll work with your entire organization and your customers to research, visualize, and connect every interaction and impression that people have as they use various channels to access your service – online, in person, telephone, physical environments, and email.

Akendi service journey mapping

experiences planned

  • What are all the experience points a customer has with our service experience?
  • Where do we improve peoples’ experience journeys?
  • How do our journeys connect in a service experience?

How we do it Timing: 2 - 4 weeks

  • Through in-depth interviews and workshops, we’ll capture your organization’s internal knowledge about the service experience you offer today.
  • We’ll connect with real customers through methods such as interviews, job shadowing, mystery shopping, and other contextual and ethnographic research.
  • We’ll analyze the research and turn it into actionable methods that empower you to intentionally design and manage the service experience you deliver
  • Through service experience mapping, we’ll visualize the various service journeys that customers and users take as they interact with your service.
Akendi service journey mapping Akendi service journey mapping Akendi service journey mapping

What you get

You’ll benefit from a tangible understanding of your service experience delivery. You’ll get:

  • A service journey map – a powerful visualization that charts the various journeys, paths, and connections between your service experience points and users.
  • This type of experience map becomes an invaluable strategic document for the entire organization.
  • Clarity on gaps and disconnects that occur in the service experience delivery, with prioritized recommendations based on greatest short-term and long-term impact.
  • Opportunities for improvement, as well as opportunities to innovate in the service experience.

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Clients we've helped with experience strategy

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Clients we've helped with Experience Strategy





Finance & Insurance



Global Analytics


Government & Public Service

NR Can

Treasury Board of Canada

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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?

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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.