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Our Process

Based on the Experience Thinking™ framework

In our design process we use robust research & testing approaches
that involve customers, users & stakeholders throughout the service & UX design process.

s1-Innovation s1-strategy s2-research s3-design s4-testing s5-const s1-innovation s2-strategy s3-research s4-design s5-testing s6-const s1-innovation s2-strategy s3-research s4-design s5-testing s6-const Innovation Strategy Research Design Testing Construction Innovation Strategy Research Design Testing Construction Innovation Strategy Research Design Testing Construction
Click on the different stages of our design process to learn more.

Experience Thinking™ Impact

Leading through remarkable experiences

Remarkable experiences are the result of intentionally directed efforts in user-centred Innovation, Strategy, Research, Design, Testing, and Construction.

The experience Thinking™ framework expresses our unique, collaborative culture of problem solving within the context of real users. In practice, the Experience Thinking™ framework forms the foundation of our product & service innovation process and enables us to uncover deep insights that leads to innovative and effective experiences.

Our research and design process is driven by early customer & user research and testing throughout the product and service creation.


Innovation explores big ideas and boils them down

Successful innovation helps to future proof your next idea and enables exciting outcomes.

  • Discovery
  • Exploration
  • Incubation

Our innovation process begins with exploration and ideation. We scout out the opportunities, identify the big idea, see it in action, and map it out providing guidance amongst endless possibilities.

Narrowing the possibilities, we build a framework through scenario sketching, concept generation and exploring experiences. We help you answer the question of value and determine viability.

As the direction of innovation takes shape, concept incubation makes the idea tangible. We help you choose which concepts go forward and define what success would look like.

Research & Testing

Research and Testing are infused into each stage of the process to inform all design activities.


Strategy defines how you will achieve your vision

A great strategy successfully integrates the goals of business, customers and users.

  • Product Strategy
  • Customer Needs
  • User Needs

We conduct strategy and stakeholder workshops combined with field interviews and in-house group sessions to get to the core of your organisation’s internal goals and vision to what the intended experience thinking should be.

Through appropriate ethnographic field research, competitive analysis, contextual inquiry and persona development, we identify expectations, needs and desires for the customer experience.

Through appropriate ethnographic analyses, field research, interviews, usage scenario research and task analysis, we capture the user experience and identify areas of concern to be addressed in the design.


Research is used throughout our Strategy process to inform all activities.


Research opens the door to meaningful insights

Uncovering hidden needs and desires derisks product and service design.


We apply a range of research techniques and tools organisations can use to map out robust customer experiences and engaging user experiences.

Research and Testing are infused into each stage of the process to inform all activities.

From ideation to innovation, we help raise the bar higher through Experience Thinking.

Akendi applies user- centred design principles to ensure your products are useable, useful and a joy to interact with.


Aesthetics is just one element of design

Design must also deliver an experience that's usable, useful and enjoyable.

  • Information Design
  • Interaction Design
  • Visual Design

As the direction of the desired experience takes form Akendi works to match the functions, hierarchy and content to the tasks and usage scenarios.

Akendi creates a structure and navigation schematic for each content and function area. The interaction design is often captured in wireframes, prototypes and storyboards.

The visual design stage creates an emotional connection through visual treatments, colour, typography and other elements that complete and enhance the experience.

Research & Testing

Research and Testing are infused into each stage of the process to inform all design activities.


A product or service needs just one thing to thrive...

A community of users who love it. Testing provides the insight you need to make it happen.


We will work with you closely to tailor our Usability Testing process to your specific type of product or service and stage of development.

Research and Testing are infused into each stage of the process to inform all activities.

We help innovate through design, leveraging technology to create remarkable experiences and new opportunities for growth.

Akendi seeks greater insight through testing to ensure your product or service meets key performance indicators.


UX support through the build phase is critical

We work shoulder-to-shoulder with your team every step of the way.

  • Experience Specification
  • Engineering Support
  • In Market

Based on the final design, we specify the final user experience, in the form of design patterns, standards and detailed design documents. We provide enough information so your engineering team can build the final product.

Throughout construction, engineering, coding and manufacturing, we support the development of products, software and mobile apps with ongoing review support and usability testing.

When the new product, software or service experience is released to market, we validate its success based on established key performance indicators and out-of-the-box testing.


Testing is used during the Construction phase to improve the implementation and detailed design.

More of Akendi’s robust tools and processes.

Experience Quadrants

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

End to End Experience Lifecycle

Whether 10 minutes or 10 years, no aspect is overlooked when developing an Experience Lifecycle.

Experience Qualities

Forming the basis of creating any intentional and remarkable user experience.

User Centered Design

Akendi’s UCD approach is systematic, repeatable and effective.