Service Concept Testing Services

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Service Concept Testing

Identify the winning service experience.

The service experience is multi-faceted, encompassing numerous products, channels, journeys, and interactions. Before launching a new service or step in the process, we work with you on service concept testing to give you confidence and clarify direction.

Akendi service concept testing

experiences validated

  • Does our service experience concept match what our customers expect?
  • We have ideas for new service experiences – are they truly worth investing in?
  • Where do we make our service experience more successful?

How we do it Timing: 2 - 4 weeks

  • We consult with your stakeholders to understand the service experience concept, the intended audience, and your business objectives.
  • Develop a test protocol, recruit the participants, and conduct the test. This may include structured one-on-one or group sessions, in-house visits or storyboarding.
  • Conduct complementary research where applicable, such as focus groups, competitive reviews, and surveys.
  • Deliver the service concept test findings in a powerful visual format that sparks excitement, focuses the strategy, and potentially drives further ideation within your organization.
Akendi service concept testing Akendi service concept testing Akendi service concept testing

What you get

You’ll benefit from our deep experience in service concept testing, as well as our design perspective on how to make new service innovations successful. You’ll get:

  • An engaging visual report to communicate to your organization about the service experiences and ideas that are of value – and why.
  • Clarity on which new service concepts and experiences customers will truly value.
  • Certainty about which investments make the most sense – and which can be returned to the drawing board.

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Clients we've helped with experience testing

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Clients we've helped with Experience Testing





Finance & Insurance




Government & Public Service


Treasury Board of Canada

York Region

Atlantic Lottery Corporation


Health Canada



Our approach
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.
Learn more about our process

How can we help you?

Let’s Chat

About Akendi

Akendi is a human experience design firm, leveraging equal parts experience research and creative design excellence. We provide strategic insights and analysis about customer and user behaviour and combine this knowledge with inspired design. The results enable organizations to improve effectiveness, engage users and provide remarkable customer experiences to their audiences.