Koodo was recognised as the best cellphone service provider in Canada for customer service by J.D. Power & Associates in 2013. As a company whose customers are largely digital natives, Koodo had to stay relevant to solidify its position as Canada’s mobile phone leader.
Through extensive interviews, Akendi found that Koodo’s tech-savvy customers wanted full access to services online. To make it effortless for users to customise their plans, Akendi worked closely with customer service representatives to understand what options and product information needed to be available on the site.
A sophisticated information architecture and interaction design were created to give customers access to the multitude of options offered by Koodo and to make the site fully responsive.
Koodo customers can now easily access their plans, purchase upgrades and buy new phones through the online store, no matter what device they use. The website allows Koodo to continue delivering the highest quality of customer service right where the company’s core customer base wants it – in the palm of their hands.
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.
Akendi is an Experience Thinking™
innovation firm in digital user experience. We are specialists
consulting for companies and organizations. Located in Toronto and
Ottawa, Canada as well as London and Cambridge, UK.