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 [...]
User Centred Design, for the long haul.
During a 9 month project with IDEO, Air New Zealand took a user centred approach to improve seating design for their long haul services. They built full scale prototypes of cabin interiors to carry out design research, evaluating seating and service concepts with real passengers.
The project began in 2007 with a goal of understanding passenger [...]
When less is less and more is too much.
This Honda trunk-lid has been simplified and streamlined so much that the owner has crudely screwed on a ‘hardware store’ handle to make it easier to use.
This Mazda door entry has gone the other way by adding complexity; a key-code entry, which looked to me like it had never been touched, whereas the standard key-hole [...]
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 [...]
UX in the physical world
My latest project allows me to work on some interactions with a different kind of digital – gripping fingers and thumbs, … it’s taking me back to my surfboard building days.
It’s with a kiwi company developing a new type of mouse. I’m using UX methods to help refine the design, starting off with some user [...]
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 [...]
UX Research participants. Harder to pick than a broken nose?
Recruiting the right participants is a numbers game, so I was unsure sure what to expect returning to New Zealand from London.
All the insights, opportunities and reality-check moments which emerge from customer research or usability studies can be thrown down the pan if you’re not talking to the right people.
If your target sample is iPhone [...]
Kiwi teacher’s User Centered Design approach wins over students (and Microsoft)
A geography teacher from an Auckland school is hailed as the ‘most innovative teacher in the world’. Delivering lessons via students mobile phones.
Nathan’s approach:
Understanding his audience
Observing their behavior
Building empathy with their needs
Harnessing their input
…and ultimately innovating learner experiences in an education system stymied by tradition.
Here are some cues from the article as to how a [...]
Those who adapt, survive.
When it comes to adapting, we Kiwis are experts.
Our ‘Number 8 wire’ attitude sees us modify, improve and invent products out of necessity, or just to ‘make do’. This Wellington cyclist shows Kiwis are not afraid of some prototyping to find a solution, and stay safe on the road.
Businesses wanting to survive in times of [...]