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INTENTIONAL EXPERIENCES DRIVE EXCEPTIONAL OUTCOMES
The experience matters. What's good for your audience is good for your business. Establishing the experience first is instrumental for early validation and helps you deliver something more people want.
Get the necessary insights and drivers before you commit time and resources to design a product or service. The result? Higher engagement and a predictable experience at launch.
When you understand the experience early with your audience, you create a focused strategy that has higher quality requirements at the start of your project. This leads to meeting both your user's needs as well as your business needs.
Innovation is a constant in business. Doing it in the right way allows you to deliver ongoing value in tune with your audience's needs and desires. Today and in the future.
Defining a strong brand requires a process of discovery to define your vision and design for the qualities you want associated with your organisation. This means your brand becomes not just what you want it to be, but also what your audience thinks and feels about you over time.
The team provided professional advice and thought-provoking questions to shape the purpose and future direction of my goals. It was an absolute pleasure working with Akendi!
With ever growing information available to us, Content is now the product. Different media, big data and machine learning helps to interact in a way that makes sense to us. Understand how users think so you can match the way they want to find information. The need to design your Content so it enhances the Product and Service experience is higher than ever.
At some point, your product or service will be used by your customers, so why not involve them during design? When you engage people in the process early, you learn if the flow and interactions work as envisioned and deliver an intentional experience at launch. Successful organisations apply the right mix of business, customer and user input, this puts the focus squarely on the experience.
Service design connects the points of the experience. Since people experience your organisation often through the service they receive, we need to design the service as an end-to-end experience. Here is where we tie brand, content, and product experiences together to make them work successfully in a connected, holistic way.
Akendi gave us greater insight into our users, their customer journeys and their behaviours, allowing us to better position ourselves to respond to their needs in a way that met their expectations.
Take a deeper dive into Experience Thinking with the published book, "Experience Thinking: Creating Connected Experiences" by Tedde van Gelderen, the President of Akendi.
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Our Experience Thinking framework recognises unique market characteristics - from cultural expectations around service quality to regulatory requirements like GDPR and accessibility standards. We design intentional experiences that resonate with users whilst meeting compliance needs and cultural preferences for quality, reliability, and trust.
Tip: Customers have distinct expectations around service excellence - ensure your experience design reflects these cultural values.
Intentional experiences are designed holistically across brand, content, product, and service touchpoints rather than treating them separately. This means creating cohesive experiences that work consistently across all customer interactions, from initial awareness through long-term advocacy. This approach drives exceptional outcomes by aligning every touchpoint with your value proposition.
Tip: Audit your current customer touchpoints to identify where experiences feel disconnected or inconsistent.
We get necessary insights and drivers before you commit time and resources to design products or services. Through early validation with users, prototype testing, and iterative refinement, we ensure higher engagement and predictable experiences at launch. This approach is particularly valuable for organisations operating in competitive markets where failure costs are high.
Tip: Early validation costs significantly less than fixing problems after launch in competitive markets.
Great experiences are great business, especially where customer loyalty and word-of-mouth significantly impact success. The foundation is understanding that experiences aren't created in isolation - they require considering brand promise, content expectations, product interactions, and service delivery together to create remarkable, connected experiences that customers value.
Tip: Customers particularly value consistency and reliability across all touchpoints - design for these expectations from the start.
When you understand the experience early with your audience, you create focused strategy with higher quality requirements from project start. This leads to meeting both user needs and your business objectives, which is crucial in competitive landscapes where customer acquisition costs are high and retention is vital for success.
Tip: Engage users early in the process to understand their specific behaviours and expectations rather than assuming global insights apply locally.
Innovation is constant in business environments. Doing it correctly allows you to deliver ongoing value aligned with your audience's evolving needs and desires. Our Experience Thinking approach creates systematic methods for continuous innovation that work today and adapt for future market changes whilst maintaining brand consistency and customer trust.
Tip: Build systematic approaches to experience innovation rather than one-off projects - this creates sustainable competitive advantage.
Brand experience requires defining strong organisational vision and designing for qualities you want associated with your company within cultural contexts. Your brand becomes not just what you want it to be, but what your audience thinks and feels about you over time. This is particularly important in trust-conscious markets.
Tip: Customers value authenticity and consistency - ensure your brand promise is deliverable and consistently executed across all touchpoints.
With ever-growing information available, content is now the product for users. Different media, big data, and machine learning help interactions make sense within cultural contexts. We understand how users think so you can match how they want to find information, designing content that enhances product and service experiences whilst respecting information preferences.
Tip: Users often prefer concise, well-organised information - structure your content to meet these expectations for clarity and efficiency.
Your product or service will be used by customers, so we involve them during design within cultural and regulatory contexts like GDPR and accessibility requirements. When you engage users early, you learn if flows and interactions work as envisioned within their specific usage patterns and deliver intentional experiences at launch. This approach respects customer input and creates better outcomes.
Tip: Users often provide thoughtful, detailed feedback - create structured opportunities for meaningful input throughout your design process.
Service design connects all experience points for customers. Since audiences experience your organisation through the service they receive, we design service as end-to-end experiences within service expectations. This is where we tie brand, content, and product experiences together to work successfully in connected, holistic ways that customers expect.
Tip: Customers have high service expectations - ensure your service design meets or exceeds these standards consistently across all touchpoints.
Customers purchase complete experiences, not isolated products. No matter what experiences you're creating, Experience Thinking is essential for delivering cohesive, remarkable experiences that delight long after initial encounter. This understanding is crucial for success in competitive markets where customer experience often determines preference.
Tip: Map the complete customer experience journey, not just the purchase moment - customers remember and share their entire experience story.
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