Service Design

Get the bigger picture to improve service delivery.

Our service design process helps you plan and organize physical space, people and process components of a service in order to make the experience more valuable to your customers and differentiate you from your competitors. Akendi helps answer strategic questions like “What can we do to create efficiencies with service delivery to our customers?” We help you facilitate changes that will ultimately enhance the quality of your service interactions at every touchpoint.

DELIVER MORE VALUE

Increase customer loyalty through informed design of services that are efficient, innovative, and deliver more value. We will work with you to design and engineer a service experience that reinforces a strong relationship with your customers.

ENGAGE USERS

We dive deeper to understand your customers’ needs and motivations at every touchpoint. We ensure internal and external users are engaged and satisfied throughout their service experience, resulting in seamless experiences that surpass user and customer needs and make people happy.

where to start

We start by talking to internal stakeholders to understand your business, mission, vision and objectives and to identify each customer touchpoint.

We then talk to your customers to validate these assumptions and generate valuable insights.

TIMING
The typical duration of a service design initiative is 4-8 weeks.

how we do it

To obtain insight into user behaviours and their perceptions of the service offering, we use research techniques such as contextual inquiries and ethnographic research. We then create and analyse service experience journeys to identify areas of improvement. The experience journey factors in things like expectations and goals at each touch point and critical interaction points. We then design the service experience.

Akendi’s experts design the service experience, from signage in a physical space to interactions on kiosks, websites or software applications. We then test our proposed service design with actual end users to validate the experience.

Related
Work

what you get

Our deliverables may include a comprehensive research report identifying customer personas and service design recommendations, a detailed service experience map and final touchpoints and interactions that optimize the customer experience.

Service design is a holistic approach to delivering optimal experiences wherever and whenever your customer comes in contact with your organization.

It can lead to improvements in the way your services are delivered or entirely new services, resulting in increased customer satisfaction and engagement.


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 >>

Process Icon
Process Icon
Process Icon
Process Icon
Process Icon
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - enVisioning
    - Foresight
    - Product Strategies
  • Research
    Gain the insight you need so your product is successfully used and widely acclaimed by your target audience.
    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    Design must also deliver an experience that's usable, useful and enjoyable.

    - Information Architecture
    - Wireframes & Interaction Design
    - Graphic Design
  • Testing
    A community of users who love it. Testing provides the feedback you need to make it happen.
    - 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, CMS
dr. Leo Poll
Directeur
contact@akendi.nl

Begin de reis naar passende ervaringen! Onze gerichte aanpak is nog maar het begin.
Waar kunnen we U mee van dienst zijn?

dr. Leo Poll
Directeur
contact@akendi.nl

Portfolio

Hoe we passende ervaringen hebben ontworpen voor onze klanten.

Customer Personas

Watch the video
01:58

Wat onze klanten zeggen

“Prima seminar over UX ontwerp. Akendi weet waar ze het over hebben”

D. Walker,
Philips Research

Experience Architecten

Klik for alle diensten

Mobiele UX Ontwerp [pdf] Gebruikers Personas [pdf] Usability Testen [pdf]

Training

6 Feb, 2017 /
UX Training & Certification in London, registreer je nu!

Wie Wij Zijn

Ons multidisciplinair team van experts overbrugt vakkundig de kloof tussen uw product of service doelstellingen, ontwerp en technologie.

Akendi brengt strategie, onderzoek, ontwerp, testen en ontwikkeling expertise onder een dak.

Ons Proces

Onze Cultuur

Pauze!

Onze Vrijdagse lunch en veel samenwerken helpen de creativiteit!

Wie Wij Zijn

Ons multidisciplinair team van experts overbrugt vakkundig de kloof tussen uw product of service doelstellingen, ontwerp en technologie.

Akendi brengt strategie, onderzoek, ontwerp, testen en ontwikkeling expertise onder een dak.

Ons XT Proces

Onze Cultuur

"Opmerkelijke produkt en service ervaring ondersteunen eind gebruikers."

Snacktime!

Onze Vrijdagse lunch en veel samenwerken helpen de creativiteit!