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Service Personas

Keep customers front-and-centre as you plan and design the service experience.

Ensuring a customer-centric service is easier to do when you research your customers’ behaviour and include stand-ins of your customers in the design process. That’s the power of service personas! We’ll work with you to develop personas that keep real customers top-of-mind during service design and development.

Akendi service personas research

experience insights

  • What are the users' expectations of the service?
  • Where do they approach us, what is their environment and context?
  • How do we keep our customer engaged and part of our ecosystem?

Ready for a free consultation?

+1 929.989.3367 (USA)
+44 (0)1223 853907 (UK)

contact@akendi.com

What you get

  • A customized visualization of service personas that can be shared throughout your organization. This reference keeps customers top-of-mind during while the service experience is designed and maintained.
  • Knowledge and understanding of who your customers are, how they think, and what they need to achieve their goals.
  • Validation of assumptions about customers; clarity on their motivations; and insights into ways you can surprise and delight them during onboarding or purchase.
Akendi

How we do it

  • We’ll conduct collaborative workshops with internal stakeholders and staff to capture valuable in-house knowledge about your service experience and customers.
  • We’ll conduct service persona research with actual end customers, gathering both qualitative and quantitative data through interviews, surveys and diary studies, validating any assumptions, and gaining new insights.
  • We will visualize service personas that represent each key customer segment, bringing the customer to life and keeping them front and center during service design, journey mapping and development.
Akendi service personas researchers Akendi service personas research Akendi service personas researchers

What you get

Our experience in service persona research lets us hit the ground running with proven service design processes and tools. You’ll get:

Our experience in service persona research lets us hit the ground running with proven service design processes and tools. You’ll get:

  • A customized visualization of service personas that can be shared throughout your organization. This reference keeps customers top-of-mind during while the service experience is designed and maintained.
  • Knowledge and understanding of who your customers are, how they think, and what they need to achieve their goals.
  • Validation of assumptions about customers; clarity on their motivations; and insights into ways you can surprise and delight them during onboarding or purchase.

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.