Get inside the service journeys your organization offers
Delivering a consistent service experience to customers can be a powerful differentiator. Service journey mapping makes it possible. We’ll work with your entire organization and your customers to research, visualize, and connect every interaction and impression that people have as they use various channels to access your service – online, in person, telephone, physical environments, and email.
What are all the experience points a customer has with our service experience?
Where do we improve peoples’ experience journeys?
How do our journeys connect in a service experience?
How we do it Timing: 2 - 4 weeks
Through in-depth interviews and workshops, we’ll capture your organization’s internal knowledge about the service experience you offer today.
We’ll connect with real customers through methods such as interviews, job shadowing, mystery shopping, and other contextual and ethnographic research.
We’ll analyze the research and turn it into actionable methods that empower you to intentionally design and manage the service experience you deliver
Through service experience mapping, we’ll visualize the various service journeys that customers and users take as they interact with your service.
What you get
You’ll benefit from a tangible understanding of your service experience delivery. You’ll get:
A service journey map – a powerful visualization that charts the various journeys, paths, and connections between your service experience points and users.
This type of experience map becomes an invaluable strategic document for the entire organization.
Clarity on gaps and disconnects that occur in the service experience delivery, with prioritized recommendations based on greatest short-term and long-term impact.
Opportunities for improvement, as well as opportunities to innovate in the service experience.
Our Experience Thinking™ process underpins every
project we undertake. It recognizes users and stakeholders
as critical contributors to the design cycle. The result is
powerful insights and intuitive design solutions that meet
real users' and customers' needs.
Akendi is an Experience Thinking™
innovation firm in digital user experience. We are service experience journey mapping research company consulting for companies and organizations. Working in Toronto, Montreal and Ottawa, Canada.