Experience Quadrants

Providing clear guidance for innovation in experience thinking

Each including goals, techniques and outcomes, together they provide a framework for all your organization’s product experience strategies.

The Experience Quandrants™ is Akendi's innovation tool that comprise the four key quadrants of customer and user experience research & design: Business, Technology, Content and Service. Each quadrant has its own set of goals, techniques and outcomes to use in product & service innovation. They provide guidance for all experience creation processes.

user experience quadrants

Business

The business quadrant answers two basic questions: why would the customer buy (= value) and what makes the business sustain? (= business case). For a non-profit organization or government agency these questions would be: why does it matter? (= vision, service), what do I do to meet my mandate? (= mission), how do I do this (=strategy). The research techniques that are used in this quadrant usually have a Market Strategy orientation: surveys, focus groups, omnibus, and/or panels.

Technology

This quadrant is about adapting the technology to the human: whether this is a customer, user or client experience. It is the domain of interaction design, usability testing, customer and user persona research. The techniques presented in this quadrant are applied to involve the customer and user throughout the design process; the user research starting with in-depth interviews, user persona research, task & usage scenario analysis. The information is then used to sketch and build early concepts, interaction designs and wireframes in order to ultimately create the user experience.

Content

The content quadrant revolves around areas like content strategy, knowledge management, information management and governance. Relevant research and design techniques include card sorting, affinity diagrams and information architecture.

 

 

Service

The final quadrant brings the other quadrants together with the overarching goal that customers and users turn into long term clients of the organization. The client links all interactions together, like a red thread. The website, help desk, products, and call center are all linked, designed and evaluated as one holistic entity. Clients go through the organizational journey with multiple touchpoints over time. Typical research techniques involve experience mapping, blue print testing, client scenario building and stakeholder analysis.

 

 

Together, these experience quadrants provide a solid experience thinking framework to analyse, improve and innovate the experience strategies of your organization.

Leo Poll
Director

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Leo Poll
Director
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Wat we Doen

Of het nu digitaal of hardware is, we
beantwoorden de belangrijkste vragen
van uw product:
is het zinvol? is het bruikbaar? is het boeiend?

Industrie Expertise

Onze expertise is
breed and divers

Portfolio

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Successvolle ontwerpen gebruiken de kracht van diep klant en gebruikers inzicht onderzocht in de daadwerkelijke gebruikers omgeving. Het resultaat is innoverende ontwerpen van producten en services die klanten willen gebruiken en vertrouwen geven.

We hebben
meer dan
125
klanten
en hebben
meer dan320projecten voltooid.

Globaal Bereik

Werk met ons wereldwijd
We werken met globale en locale klanten.