Tune in to customer behaviour, or you’re buggered
With technology and the way we consume all types of media advancing at a blinding pace, following changes in behaviours, motivations and expectations of customers plays a critical part in informing and providing a great user experience.
It’s nice to think we kiwis are up to date when it comes to technology and that our media [...]
Apology, or invitation. What’s your message?
If this were a checkout operator speaking to you, which would you think was most friendly and helpful?
Two signs; Same context, audience and purpose. More design effort has gone into one, but it is the choice of words here which has the most impact on the message they convey.
So when it comes to fine [...]
Skype takes the hassle out of remote usability
Remote research brings cultural relevance to usability findings, providing the kinds of insights which can only be gained by being there…virtually at least.
I recently ran some remote website usability sessions for a Kiwi startup whose main customer is in the U.S.A. … sure, ‘isolation breeds innovation’ and all that, but when your customers are on [...]
Keeping it ‘old school’ with Diary Studies
I’m always looking for better ways to understand customer behaviour and the experiences customers have in their own context, out in the wild.
There are some interesting ‘digital ethnography’ tools on the market, using web and mobile channels to capture, collate and filter all this stuff as it occurs in the field.
http://www.myservicefellow.com
http://www.thethinkingshed.co.uk
http://www.7daysinmylife.com
Impressive technology, but ‘whizz-bang’ isn’t [...]
The tip of the User Experience iceberg
Some websites provide more of an experience than others, but the number of web agencies and even individuals who offer User Experience in their list of ‘services’ indicates there’s a chunk of lip-service being paid to what has become an almost industry-specific buzzword.
Although many techniques and approaches to UX have been honed and made popular [...]
Air New Zealand listens to customers. Or do they?
A UK based Air New Zealand campaign highlights the attitude and friendliness of cabin crew as something uniquely kiwi. The idea for the campaign was apparently inspired by a passenger’s tweet;
… but given that the tweeter is a London-based digital marketing consultant who’s own website has a page of “10 reasons why you should engage [...]
Banking on Usability?
This ad from Kiwibank shows a customer turning to rage while checking his balance online …presumably on a competitor bank’s website.
Banks were one of the first industries to take their services online in New Zealand, so after more than a decade to fine tune their customers’ online experience…
…should user-friendliness really be a point of [...]
Running. A user centred business.
Where can I go for a run around here?
Concierge at my hotel in Singapore only needed to be asked this a few times before they found themselves offering directions.
…But all too often they’d spot their guests returning by taxi after getting lost in the suburbs.
This jogger’s map started out when a staff member sketched a [...]
The oldest trick in the customer experience book
Every Tuesday NZ business strategist Lance Wiggs issues ‘Three ways to improve your business’, Last week at number two is ‘Meet your customers’.
This simple advice represents the grass roots of a customer-centric approach to building a great experience for your customers, and competitive advantage for your business.
So, if this approach is simple yet crucial to [...]
Customers who bought this chocolate brownie also bought…
I love the way these Singaporean bakeries help me make a choice from their vast selection.
Are these popularity-based recommendations an internet norm which has migrated into retail customer experience?