Tool tips – When should design explain itself?
Should a hacksaw or staple gun need a manual? Mine have permanently moulded instructions to help get the most out of using them. This sort of thing has become commonplace in the digital world too. Hover your cursor over any button or tool and you’ll see prompts, tips, guidance, explanation etc. as you explore and [...]
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 [...]
Prepare to be disappointed. Customer service in an over-subscribed city
I’m en route to London and am bracing myself for the reality of ‘the nation of shopkeepers’ London shopkeepers’ best intentions to deliver great customer experience are challenged under the weight of the massive demand. With this volume of customers to serve, there’s no time for the personal touch. And from a shop workers viewpoint, [...]
The price of cookies when booking your flight
Air New Zealand’s current advertising cheekily claims their fares have nothing to hide… …have you ever checked flight availability and prices then returned later to make the booking only to find the price has risen? This happened to me using Air New Zealand recently, only when I went to make the booking using a different [...]
Trademe changes age-old roadside selling behaviour
The ubiquity of Trademe in New Zealand is well documented but this ‘advert’ changes the way we do things. Not long ago a roadside for sale sign would include make, model, service history, price etc. …but here, it assumes that you’ll simply go to the website, enter the make and model of the car and [...]