Service Design Service Personas
Service Personas
Keep customers front-and-centre as you plan and design the service experience.
Ensuring a customer-centric service is easier to do when you research your customers’ behaviour and include stand-ins of your customers in the design process. That’s the power of service personas! We’ll work with you to develop personas that keep real customers top-of-mind during service design and development.
experience insights
- What are the users' expectations of the service?
- Where do they approach us, what is their environment and context?
- How do we keep our customer engaged and part of our ecosystem?
Ready for a free consultation?
+1 866.585.1660 (CAN)
+44 (0)1223 853907 (UK)
contact@akendi.com
What you get
- A customized visualization of service personas that can be shared throughout your organization. This reference keeps customers top-of-mind during while the service experience is designed and maintained.
- Knowledge and understanding of who your customers are, how they think, and what they need to achieve their goals.
- Validation of assumptions about customers; clarity on their motivations; and insights into ways you can surprise and delight them during onboarding or purchase.
How we do it
- We’ll conduct collaborative workshops with internal stakeholders and staff to capture valuable in-house knowledge about your service experience and the customers.
- We’ll conduct service persona research with actual customers, gathering both qualitative and quantitative data through interviews, surveys and diary studies, validating any assumptions, and gaining new insights.
- We will visualize service personas that represent each key customer segment, bringing the customer to life and keeping them front and center during service design and development.
What you get
Our broad and deep experience in service persona research lets us hit the ground running with proven processes and tools. You’ll get:
Our broad and deep experience in service persona research lets us hit the ground running with proven processes and tools. You’ll get:
- A customized visualization of service personas that can be shared throughout your organization. This reference keeps customers top-of-mind during while the service experience is designed and maintained.
- Knowledge and understanding of who your customers are, how they think, and what they need to achieve their goals.
- Validation of assumptions about customers; clarity on their motivations; and insights into ways you can surprise and delight them during onboarding or purchase.
CX Journey
Intranet
Customer
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
