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Mobile Diary Study Research

Get right inside how your customers think as they use your service.

Sometimes it’s tricky to really understand how a customer thinks, behaves, and feels while using your mobile service – especially if the service journey includes many interconnected but spread out experiences. We conduct diary studies to give you precisely that insight!

Akendi diary study research

experience insights

  • What perception do customers have when they engage with our experience?
  • What is the customer’s experience with all aspects of our mobile offering?
  • How well do our own goals align with the actual customer experience?

How we do it Timing: 2 - 5 weeks

  • Conduct collaborative sessions with your stakeholders and staff to capture in-house knowledge about your service and customers.
  • Plan the strategy and protocol for the diary studies, including purpose, goals, and format of the study.
  • Recruit real customers to partake in the diary study; brief them and track them as they keep journal logs of their thoughts and experiences while they use your offering over time.
  • Analyze the diary studies and summarize the results of the research in visual depictions of the customer’s actual experience, journey, and pathways.
  • Recommend prioritized action steps to take to improve the mobile experience.
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What you get

With broad and deep experience in diary studies research, we will hit the ground running with an established process and tools. You’ll get:

  • A customized visualization of the customer’s actual experience, its various journeys and pathways, to share throughout your organization. It will keep customers top-of-mind while the experience is designed and maintained.
  • Clarity on who your customers are, how they think, and what they need to achieve their goals.
  • Validation of assumptions about customers, and insights into ways you can surprise and delight them with a mobile experience.

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Clients we've helped with experience research

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Clients we've helped with Experience Research

Telco

Aveva

NHS

Noveda

Finance & Insurance

Powwownow

St Mary's University


Our approach
Our Experience Thinking™ process underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.
Learn more about our process

How can we help you?

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