Contact Us

Service Experience Mapping

Gain actionable insights and opportunities to improve your service experiences.

If your goal is to continually enhance the service experience, a service experience map is a very useful tool to identify opportunities and to isolate service experience pain points. An experience map helps to visually identify and organise every interaction or touchpoint your customers have with your company, whether it’s an online, retail, or service experience. Akendi maps the service experience journey from the first engagement through purchase and beyond, giving you actionable insights to skillfully manage the entire service experience.

Identify THE GAPS

We identify the gaps between your customers’ expectations and their experience by isolating service journey pain points and opportunities to better connect with customers, creating opportunities for you to excel.

Remarkable SERVICE

Through service experience mapping, we make concrete process and service design recommendations to optimize the customer journeys. This research reveals insights to improve customer engagement across multiple channels, technologies and even markets.

where to start

We start by talking to stakeholders to capture your overall strategic service objectives, vision and mission, channels, known touchpoints and challenges to understand your current service experience strategy and who your customers you target.

TIMING
The typical duration of Service Experience Mapping is 3-5 weeks.

how we do it

We conduct indepth one-on-one interviews, focus groups and other research approaches with customers to reveal insights about their customer experience.

We analyze the results, plot the steps in the service experience journey for each segments and finally create a visual representation of our findings, with clear outline of activities, opportunities, emotional responses and goals.

While every service experience map is different, one aspect isn’t – it is always created from the perspective of how your customer experiences each touchpoint and channel of your organisation.

what you get

Deliverables include a detailed service experience map, which illustrates the entire service experience lifecycle for various segments and channels with customer expectations, goals, and critical interaction points.

We identify and prioritize service design recommendations with the highest short-term impact and long-term reach. A service experience map helps you to align touchpoints across all channels to provide a consistent experience everywhere and anywhere your customer interacts with you.


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 >>

Process Icon
Process Icon
Process Icon
Process Icon
Process Icon
Process Icon
  • 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
14
Experience Mapping Projects
View Our Portfolio

Customer Personas

Watch the video
01:58

What our clients are saying

“Great seminar on intentional UX design. Akendi really knows what they are talking about”

D. Walker,
Philips Research

UX Certified

Start: Jun 5, 2017 /
UX training courses & certification in Edmonton, Register Now

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.