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Service Concept Design

Design new services and service delivery models that consumers desire.

Nearly every product offering today is affected by customers’ desire to consume it as a service. Likewise, customers increasingly want to purchase services on a subscription basis. Through service concept development, we’ll help you discover how to meet these expectations.

Akendi service concept design

experiences explored

  • What service experience opportunities are we seeing?
  • How can we provide an optimal service experience?
  • Which service experience concepts are the right ones for us?

How we do it Timing: 2 - 4 weeks

  • Conduct sessions with your stakeholders to understand your current offer model and your goals for service concept development.
  • Facilitate lively, interactive codesign sessions to surface and elaborate new service concepts.
  • Undertake customer research and service concept testing to validate the ideas with real customers.
  • Report on the feasibility of service experience concept(s), pinpointing the best ideas to invest in and what’s required to ensure they succeed.
Akendi service concept design Akendi service concept design Akendi service concept design

What you get

Stay focused on all aspects of the service concept experience. You’ll get:

  • An engaging visual report on the service concept development findings and an experience case for the winning ideas.
  • An understanding of what will be necessary to make your service concept succeed with customers.
  • Confidence about where to invest in new services or in reimagining existing services.

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Clients we've helped with experience innovation

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Clients we've helped with Experience Innovation





Finance & Insurance



Credit Suisse

Government & Public Service

Natural Resources Canada

York Region

Nav Canada


Health Canada



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.