Service Design Ethnographic Research
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.
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?
Ready for a free consultation?
+1 866.585.1660 (CAN)
+44 (0)1223 853907 (UK)
contact@akendi.com
What you 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
How we do it
- 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.
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:
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
Service
Mobile
Focus Group
Clients we've helped with Experience Research
BT
EE
Gamma
Ooredoo
Saudi Telecom
Telecom Italia Group
HealthcareAstraZeneca
Careworks
GSK
MyMeds&Me
NHS
Roche
Siemens
Finance & InsuranceAviva
Lending Stream
Nester
nGage
Royal Bank of Scotland
Riyad Bank
Government & Public ServiceDwr Cymru Welsh Water
HMRC
NHS
The Cabinet Office
EducationMacMillan
Pearson College
St. Mary's University
University of Leicester
Intentional Experiences
Akendi is an Experience Thinking innovation firm for user
experiences. We are a UX design, CX design, and user research
consulting company. Based in London, Cambridge, United Kingdom
