Service Design

This photo of Magic Castle Hotel is courtesy of TripAdvisor Take your family to the Magic Castle hotel in L.A,…

User adoption is the key to innovation success

20/11/2012

Designing for Users, Service Design, UX Strategy

damian rees, innovation, invention, new technology, user adoption, user experience, user insight, ux

New technology is everywhere. It seems every other advert I see is selling the benefits of a new gadget, website…

The after-sales anti-complaints process

29/06/2012

Designing for Users, Service Design

business goals vs customer goals, Complaints process, service design, web user experience, website feedback, website usability

It’s a well known fact that us Brits hate to complain. Instead, we like to keep quiet, seethe internally, and…

3 of my biggest Bugbears – because users were ignored

25/05/2011

Ali Carmichael

Service Design

ali carmichael, customer experience, design, fun, service design, user experience

“In medieval England, the Bugbear was depicted as a creepy bear that lurked in the woods to scare children” –…

Pukka miss an opportunity to design a great customer experience

07/02/2011

business goals vs customer goals, customer experience, customer experience journal, damian rees, design

Service Design

Pukka teas are a brand that’s easy to like. They present themselves as a healthy, organic company. They have a…

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

29/07/2010

customer experience design, damian rees, ecommerce, geoff spick, interaction design, new technology, retail customer experience, service design, web user experience, website usability

It is fair to say that the Web has changed shopping in some major ways over the years. From the…

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

23/07/2010

damian rees, design, geoff spick, new technology, service design, user research, web user experience, website usability

In 2006, the face of video gaming changed when Nintendo introduced its Wii console. This allowed the machine to sense…

Designing fun into everyday interactions

01/07/2010

damian rees, design, fun, interaction design, service design, user experience, web user experience

We’ve all had days where things get on top of us. We’ve not been sleeping well, we’ve had an argument…

Three questions every designer should ask themselves

28/06/2010

Designing for Users, Service Design

damian rees, design, geoff spick, interaction design, service design, user experience, web user experience

Back when I was in tech support, I used to get calls from friends and family asking me how to…

Usability testing is critical to online customer satisfaction

08/01/2010

Ali Carmichael

ali carmichael, customer experience, service design, user experience, web user experience, website usability