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Service Research

Improve the service experience through quantitative and qualitative research.

A customer’s service experience may encompass interactions with individuals, products, services, and channels across your organization. With comprehensive service research we’ll ensure that you have measurable and observable data on which to base decisions about service strategy and service design.

Akendi service researchers

experience insights

  • What are all the experience points that a person has in their interactions with us?
  • How do all journeys connect to form the service experience?
  • What can we do to improve a service experience?

How we do it Timing: 2 - 4 weeks

  • We’ll conduct stakeholder interviews and collaborative workshops to first learn about the current service experience and the research insights your organization is looking for.
  • We’ll develop a service research approach encompassing a range of qualitative and quantitative techniques best suited to your goals. This may include customer research, interviews, focus group research, survey research, ethnographic research, user research, and more.
  • We will visualize the service research findings in an engaging format that creates immediate understanding and buy-in throughout your organization.
Akendi service researchers Akendi service researchers Akendi service researchers

What you get

You’ll obtain specific insights into your specific services, products, brand, customers, and users. You’ll get:

  • A visualization that captures the service research results and service journeys in an engaging form that can be easily understood and shared throughout your organization.
  • A powerful combination of qualitative and quantitative data – as well as a blend of measured, analyzed, and observed research.
  • Clarity about how to strategize and optimize the service experience you deliver

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Explore more experience research

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Clients we've helped with experience research

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Clients we've helped with Experience Research





Finance & Insurance

CRI Canada



Government & Public Service

NB Power

Service Canada

Grey County

University of Toronto


Health Canada

Canadian Digestive Health Foundation


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.