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Service Experience Testing

Identify the winning service experience and de-risk your investment.

Service testing is used to evaluate user and customer response to a service design prior to launch into the marketplace. This type of testing, whether qualitative or quantitative, utilizes our deep service research expertise to facilitate an understanding of target customers with service sketches, mock-ups or business models for validation. We look for information such as overall appeal, usage success, message resonation, feature combinations and likelihood of purchase. This vital information impacts your service design and de-risk your investment.

Service usage

We’ll help you discover what elements in a service experience work, and which ones don’t. This enables you to reiterate the service designs with the best content/product combinations or with the highest chance of market potential based on real customer feedback.

CHOOSE Service

Service testing helps to prioritize features, evaluate new ideas, rate multiple new service design directions, or identify possible tradeoffs between features, content and demand. We help you choose wisely.

where to start

After consultation with you to understand your target audiences and test objectives, we develop a test plan and protocol that formalize the service concept testing process. We recruit customers, users, participants arrange test facilities and coordinate testing.

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

how we do it

There are several approaches to service testing that can be utilized depending on testing objectives, such as structured and observed one-on-one sessions, focus groups, co-design and story telling sessions.

We gauge response with customers and users. We record quantitative, qualitative metrics and behavioural observations. We then create a test report with design recommendations and opportunities for improvements.

What you get

We provide a comprehensive test report that includes observations, analysis of test data such as emotional response, feature prioritization, service concept ratings tradeoffs and prioritized service design recommendations for improvements.

In addition to identifying potential design improvements and further understanding your customer’s service interactions, concept testing is a reliable method to help you gauge your future market success.


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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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
155
UX & Usability Testing Projects
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What our clients are saying

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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.