Category Archive for "Service Design"


User adoption is the key to innovation success

  New technology is everywhere. It seems every other advert I see is selling the benefits of a new gadget, website or online service. There is a steady stream of innovative new ideas from companies desperate to launch the next…

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The after-sales anti-complaints process

It’s a well known fact that us Brits hate to complain. Instead, we like to keep quiet, seethe internally, and then vote with our feet and never use the service again. But there are occasions where you know you need…

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3 of my biggest Bugbears – because users were ignored


“In medieval England, the Bugbear was depicted as a creepy bear that lurked in the woods to scare children” – Wikipedia, May 2011   I’m generally a pretty happy go lucky chap, but even I have moments when certain things…

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Pukka miss an opportunity to design a great customer experience


Pukka teas are a brand that’s easy to like. They present themselves as a healthy, organic company. They have a nice overall feel, they have good quality products, their packaging is appealing, their website is…well, ok.     So, over…

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Does my iPad look big in this? How gadgets will shape the future of online retail

It is fair to say that the Web has changed shopping in some major ways over the years. From the initial rush to provide bricks and mortar stores with a wider profile and client base, to the monsters of Amazon…

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The future of user experience design when your computer “sees” you?

In 2006, the face of video gaming changed when Nintendo introduced its Wii console. This allowed the machine to sense the player’s input as they moved the controller around. Suddenly, players could jump, wave, bat, swordfight and perform many other…

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Designing fun into everyday interactions

We’ve all had days where things get on top of us. We’ve not been sleeping well, we’ve had an argument with someone we care about, and our football team has just lost (or been kicked out of the World Cup!!)….

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Three questions every designer should ask themselves

Back when I was in tech support, I used to get calls from friends and family asking me how to fix their computer issues. Now, I get asked to cast an eye over a website, a blog or a design…

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Usability testing is critical to online customer satisfaction

We were interested to see that a study of the UK’s top 40 online retail websites found that customer satisfaction is increasing year on year. Compared with US however, we were disappointed to find that UK sites still lag behind…

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Small changes can make a big difference to customer experience


I paid for a train ticket over the counter yesterday. As I completed the transaction I nearly walked off leaving my Debit card in the PIN machine. As I turned back to the machine to retrieve the card the chap…

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