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Ethnographic Research

Improve the service experience by seeing the customer’s context of use

When designing the experience a customer has, there’s no substitute for watching them actually engage with your service. With ethnographic research, we’ll provide you with invaluable insight about how your users actually experience the service.

Akendi service ethnographic researchers

experience insights

  • Find the deltas between what customers say they need and what they actually do?
  • How does the environment impact our customer experience?
  • Do our customers follow our in-market onboarding?

How we do it Timing: 3 - 5 weeks

  • We’ll start by conducting stakeholder interviews and collaborative workshops to learn about the experience and user challenges that you’re already aware of.
  • We’ll develop an ethnographic research protocol encompassing a range of techniques best suited to your research goals. This may include contextual inquiry, job shadowing, diary studies, silent observation, and more.
  • We may also conduct complementary modes of research, such as focus groups, interviews, surveys, and others.
  • We will visualize the ethnographic research findings in an engaging format that creates immediate understanding and buy-in throughout your organization.
Akendi service ethnographic researchers Akendi service ethnographic researchers Akendi service ethnographic researchers

What you get

You’ll obtain targeted insights into your audiences and their actual experiences when interacting with your products, services, and organization. You’ll get:

  • A visualization that captures the ethnographic research results in an engaging form that can be easily understood and shared throughout your organization
  • Measureable data and insights about the context of use, as well as supporting photographs and video
  • Clarity about how to plan the direction of service and product design to optimize the experience

Learn more?

Download and share with your team.

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Learn more?

Download and share with your team.

Clients we've helped with experience research

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Clients we've helped with Experience Research





Finance & Insurance


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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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.