experience thinking framework experience thinking framework 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 product & service innovation process to learn more.

Experience Thinking Impact

Leading through remarkable experiences

Remarkable experiences are the result of intentionally directed product & service innovation efforts in human-centred Innovation, Strategy, Research, Design, Testing, and Construction.

The Experience Thinking™ framework reflects our unique, collaborative culture of problem solving with real user involvement. In practice, the Experience Thinking™ framework forms the foundation of our product & service innovation process and enables us to apply deep insights that lead to innovative and effective experiences.

Our product & service innovation framework is driven by early customer & user research and testing throughout the experience design.


Innovation explores big ideas and boils them down

Successful product 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 the experience to provide 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 to inform product & service innovation activities.


Strategy identifies and captures your vision

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

  • Experience Strategy
  • Customer Needs
  • User Needs

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

Through competitive analysis, concept exploration and customer persona development, we identify expectations, needs and desires for the customer experience.

Through appropriate ethnographic user research, journey mapping and usage analysis, we capture the user experience journeys and identify design opportunities for the experience.


Experience Research is used throughout our Strategy process to inform all phases.


Research opens the door to meaningful insights

Uncovering hidden needs and desires de-risks product & service experiences.


We apply a range of experience research techniques and tools to identify requirements for robust customer experiences and engaging user experiences.

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

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

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


Aesthetics is an important 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.

We create a structure and navigation schematic for each content and function area. The interaction design is usually captured in wireframes, prototype mockups 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.

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.

Akendi’s robust innovation framework.

Product Experiences

Whether 10 minutes or 10 years, no experience point is overlooked in product experiences along the Experience Lifecycle.

Content Experiences

Useful, accessible and engaging content for all audiences.

Service Experiences

Creating tightly connected service experiences for customers, users and citizens.

About Akendi

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.