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Experience Thinking™

Create Intentional Experiences

Our approach to remarkable product and service experiences.

The Experience Thinking™ approach is founded on User Centered Design (UCD) and Service Design (SD) practises. The notion that an Experience in itself is of customer & user value: not only the aggregated underlying services, software and products. We call them Experience Points™. Experience Thinking™ provides the blueprint for an organisations' Experience Point creation strategy that enables product & service design innovations to be truly remarkable.

experience thinking qualities

An Experience Point includes these basic elements: Product, Software, Event and Service. All of which usually happen within a Physical Environment. So when Akendi talks about creation of an End-to-End experience any and all of these elements are considered and designed.

 

Any of these experiences are created within an environment that includes four aspects that directly impact the experience success. They are: Business, Service, Content and Technology. We call them Experience Quadrants™.


4x4 Canvas for Experience Thinkers

Business

The business quadrant of each experience is for organisations to deliver customer and user value to the organisation, usually monetary, but in case of public service and non-profit organisations it can be fullfilling their mandate or reaching a relevant audience. These customer/user values will have an audience externally and this is where the service aspect of experiences enters.

Content

Next up is the content quandrant of an experience. Included in Content experience is production, governance, editorial guidelines, search engine optimization, retention and metadata of information in products & services. With more and more information around us that is either provided by an organisation or created by users, it becomes increasingly important to have specific governance, strategies and processes around how to work with the information & content. This thinking applies both from an organisational perspective as from an general public, customer and user perspective.

Service

The service quadrant is experience design for users of products that connect each touchpoint customers/clients have with the organisation. To understand, design for and optimize this service journey of the Experience Points and Experience Connectors™ is absolutely critical for successful and sustainable customer and user experiences.

 


Technology

The fourth quadrant is the role of technology in Experience Thinking™ and usually acts as an enabler of the above three aspects. Here is where boundaries are placed around what technology-wise can be done in the real world with the resources available. Here is where the human interacts with technology. Creating the right interface with technology is foundational. Technologu injects the relevant functionality to, again, enable the other three quadrants of an experience.

 

 

 

For organisations that want to create succesful - intentional - Experience Points, an effective development process will include the appropriate attention to the above experience quadrants.

Shaun Illingworth
Vice President

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

Shaun Illingworth
Vice President
contact@akendi.com

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What we do

Whether digital or physical, we
answer the most critical questions
about your product:
Is it usable? Is it useful?
Is it engaging?

Industry Expertise

Our expertise in
UX is deep and pragmatic

Our Work

We‘ve worked
with over
143
clients

and have
completed over360projects

Global Reach

Work with us globally
We work with clients from around the world.

What we do

Whether digital or physical, we answer the most critical
questions about your product:
Is it usable? Is it useful? Is it engaging?

Industry Expertise

Our expertise in
UX is deep and pragmatic

Our Work

Partners in your success
Successful design leverages the power of participatory user, client and customer research in a real-world context. The result is the creation of innovative products and services that people want, use and cherish.

We‘ve worked
with over
143
clients
and have
completed over360projects

Global Reach

Work with us globally
We work with clients from around the world.