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Service Research

Gain valuable strategic insights from in-depth service experience research

We listen to your customers for insights into their needs and behaviours. We use these insights in service designs that de-risk the service experience. Service research helps you develop robust new service strategies to increase loyalty and uptake, and identify customer plus user segments not being well served by your current service.

RETAIN & GAIN

Our service research helps you understand who your service segments are and their goals, motives and beliefs that reveal the reasons why and how they engage with your service and your organisation touchpoints, not just their demographics.

LISTEN & ACT

We delve deeper to find out why your customers use and renew. Our approach delivers insights that are actionable, powerful and relevant to your business – important guidance to help you retain your customers and gain new ones.

where to start

We start by talking to internal stakeholders to understand your mission, vision and objectives and define what success would look like for you. At this stage we also set measurable service research objectives and explore the qualitative or quantitative research methodologies that best meet your goals.

TIMING
The typical duration of service research is 3-5 weeks.

How we do it

To obtain insight into who your service experience customer groups are and their behaviours we use:

  • Interviews
  • Contextual Inquiries
  • Experience Mapping
  • Focus Groups
  • Ethnographic Research
  • Diary & Journaling

What you get

Our deliverables include a comprehensive service research report that contains concrete data and insights, photographs and video and personas on which to base design decisions, laying the foundation for robust service experience strategies for retention, loyalty and acquisition.

Armed with this knowledge, you de-risk design from its early stages before your product or service is launched.

Service insights can also give you the market intelligence you need to boost sales, improve service innovation through differentiation and increase customer satisfaction and market share.


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
126
Experience Research Projects
View Our Portfolio

Customer Personas

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What our clients are saying

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

D. Walker,
Philips Research

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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.