Service Design Service Personas
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.
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?
+1 416.855.3367 (CAN)
+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.
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.
What you get
Our broad and deep experience in service persona research lets us hit the ground running with proven processes and tools. You’ll get:
Our broad and deep experience in service persona research lets us hit the ground running with proven 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.
Explore other experience research
CX JourneyMapping
CustomerResearch
EthnographicResearch
CustomerPersonas
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Clients we've helped with Experience Research
ARM
Blackberry
BT
Clear-Com
EE
Fido
Gamma
Koodo
Ooredoo
Rogers
Saudi Telecom
Telecom Italia Group
Telus
Finance & InsuranceAviva
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 ServiceCity of Edmonton
Dwr Cymru - Welsh Water
Government of Canada
HM Revenue & Customs
University of Toronto
The Cabinet Office
HealthcareAstra Zeneca
Ecobee
Eliza
GSK
Health Canada
Humanware
MedAvail
MyMeds&Me
NHS
Nuance
Ontario Medical Association
Roche
Siemens
XSensor
