Posts Tagged "customer experience"


Explaining what user experience is & why it is important

I still don’t know what to say when people ask me what I do. After 13 years of being in the user experience profession I should have a standard response by now. But I either over complicate it by explaining…

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5 Essential UX Questions to Ask at a Project Kick-off Meeting

Focusing on users at the very beginning of a project sets a solid user-centred foundation for a project. It can be difficult to remain focused on users when technical reasons, business aims, project objectives all combine to kick off a…

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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 web-retargeting benefit or just scare users?


Retargeting example – See larger image As part of a casual query, I once typed in my car registration into a certain site that offers to purchase absolutely any vehicle. Scoffing at their derisory offer for my motor, I went…

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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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Weekly usability checklist

For many in the retail industry a regular shop walkthrough is an essential part of the manager’s role to ensure the environment is clean, the products are in the right places, and the shelves are stocked. Do you do the…

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The 10 most common reasons for poor usability – part 2

Following on from part 1 of the 10 most common reasons for poor usability, we have another 5 reasons why products and services so commonly deliver poor usability: 6) Too many cooks When a project team has too many stakeholders…

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TV advert focuses on website usability


It was only a matter of time before usability and user experience became the main differentiator in advertising campaigns. The recent TV ad campaigns focus entirely on user testimonials which explain how easy to use the new website is….

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