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Experience Thinking™

Create Connected Experiences

Our framework to remarkable product and service experiences.

The Experience Thinking™ design framework is founded on User Centered Design (UCD) practises and the notion that an Experience in itself is of customer & user value: not only the aggregated underlying services, software, content and products. Experience Thinking™ provides the framework for an organisations' experience-creation strategy that enables product & service innovations to be truly remarkable.

user experience thinking qualitiesAn experience includes these key elements: Product, Software, Event and Service. All of which happen within a Physical Environment. So when Akendi talks about creation of an End to End experience any and all of these elements are considered and designed.

 

Any of these experiences are created within an organisational environment that includes four aspects that directly impact the experience success. They are: Brand, Service, Content and Product. We call them Experience Quadrants™.


Brand

The brand quadrant answers two basic questions: why would the customer buy (= value proposition) and what makes the business sustain? (= brand promise). For a non-profit organisation or government agency these questions would be: why does it matter? (= vision), 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 research orientation: surveys, focus groups, omnibus, and/or panels.

Content

Next up is the content aspect of an experience. Included in Content experience is production, governance, editorial guidelines, search engine optimization, retention and metadata of information in products & services. With more and more information around us that is either provided by an organisation or created by users, it becomes increasingly important to have specific governance, strategies and processes around how to work with the information & content. This thinking applies both from an organisational perspective as from an general public, customer and user perspective.

Service

The service quadrant is experience design for users of products that connect each touchpoint customers/clients have with the organisation. To understand, design for and optimize this connected service journey of the Experience Points and Experience Connectors™ is absolutely critical for successful and sustainable customer and user experiences.

 


Product

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

 

 

 

For organisations that want to create succesful - intentional - connected experiences an effective process will include the appropriate attention to the above experience elements.

Leo Poll
President Akendi UK

Start the journey to better experiences! Our experience thinking approach is just the beginning.
How can we help you?

Leo Poll
President Akendi UK
contact@akendi.co.uk

Our UX & SD Work

View how we’ve created Intentional Experiences.

Experience Architects

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What we do

Whether digital or physical, we
answer the most critical questions
about your product:
Is it usable? Is it useful?
Is it engaging?

Industry Expertise

Our expertise in
UX is deep and pragmatic

Our Work

We‘ve worked
with over
143
clients

and have
completed over360projects

Global Reach

Work with us from anywhere
We work with clients from around the world.

What we do

Whether digital or physical, we answer the most critical
questions about your product:
Is it usable? Is it useful? Is it engaging?

Industry Expertise

Our expertise in
UX is deep and pragmatic

Our Work

Partners in your success
Successful design leverages the power of participatory user, client and customer research in a real-world context. The result is the creation of innovative products and services that people want, use and cherish.

We‘ve worked
with over
143
clients
and have
completed over360projects

Global Reach

Work with us from anywhere
We work with clients from around the world.