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Service Design

Get the bigger picture to improve service experiences.

Our service design process helps you create services experiences that will make the experience more valuable to your customers and differentiate you from your competitors. Akendi answers strategic questions like "how do we improve our service experience", “What can we do to optimize service delivery to our customers?” We design to ultimately enhance the quality of your service interactions at every customer touch point throughout the service lifecycle.

Successful services

Increase customer loyalty holistically through service designs that are efficient, innovative, and deliver better value. We work with you to design and engineer a service experience that reinforces a strong relationship with your customers throughout the experience lifecycle.

OPTIMIZE JOURNEYS

We dive deeper to understand your customers’ needs and motivations at every service touchpoint. We ensure internal and external customers are engaged throughout their service experience, resulting in seamless experiences that surpass user and customer needs and make people happy.

where to start

We start by talking to internal stakeholders to understand your business, mission, vision and objectives and to identify each customer journey touchpoint.

We then research your customers to validate these assumptions and generate valuable insights.

TIMING
The typical duration of a service design initiative is 4-8 weeks.

how we do it

To obtain deep insight into user behaviours and their interactions during the service offering, we use research techniques such as contextual inquiries and ethnographic research. We create and analyse service experience journeys to identify areas of improvement. The experience journey factors in things like expectations and goals at each touch point and critical interaction points.

Akendi’s experts design the service experience, from signage in a physical space to interactions on kiosks, websites or software applications. We then test our proposed service design with actual end users to validate the experience.

what you get

Our deliverables may include a comprehensive research report identifying customer personas and service design recommendations, a detailed service experience map and final touchpoints and interactions that optimize the customer experience.

Service design is a holistic approach to delivering optimal experiences wherever and whenever your customer comes in contact with your organisation.

It can lead to improvements in the way your services are delivered or entirely new services, resulting in increased customer satisfaction and engagement.


Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

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  • Innovation
    Innovation explores big ideas and boils them down to enable exciting outcomes.

    - Opportunity Scouting
    - Experience Immersion
    - Concept Incubation
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - Product Strategy
    - Customer Needs
    - User Needs
  • Research
    Gain the insight you need to design it right the first time.

    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    More than aesthetics, design also looks at interaction, and use.

    - Information Architecture
    - Wireframes & Interaction Design
    - Graphic Design
  • Testing
    Testing provides the real feedback you need to make impactful changes.

    - User Experience Testing
    - Heuristic Assessments
    - Usability Testing
  • Construction
    We work shoulder-to-shoulder with your engineering team every step of the way.

    - UX Specifications
    - UX Styleguides & Standards
    - Front-end coding: HTML/CSS
Shaun Illingworth
Vice President

What experience are you creating?
Contact us to discuss your latest initiative

Shaun Illingworth
Vice President
contact@akendi.com

WE HAVE SUCCESSFULLY COMPLETED OVER
360
Projects
for over
150 Clients
View Our Portfolio

Customer Personas

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Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testingexpertise all under one roof.

Our XT™ Process

Our Culture

Snacktime!

Our Friday lunch and lots of snacks fuel all our hard work and creativity.

Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testing expertise all under one roof.

Our XT™ Process

Our Culture

"Remarkable product and service experiences meet real human needs."

Snacktime!

Our Friday lunch and lots of snacks fuel all our hard work and creativity.