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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
Making the most of Optimal Treejack
If you want to find out how well your website navigation structure works for your customers, Treejack is a great tool for the job.
If you want to know why certain parts performed poorly, and what to do about it, you’ll need to get inside the head of your customer. The tools for this are your [...]
An augmented reality-check
Classic lack of end user understanding here from Weet Bix.
A marketing campaign using augmented reality aimed at early teenagers fell at the first hurdle owing to the myopic vision of those who designed the campaign.
Young All Black fans were supposed to hold a card from their cereal packet up to their webcam to experience their [...]
Back in Black
Since being back in New Zealand I’ve heard people reckoning we are a few years behind Europe and the States in terms of the acceptance of UX.
I’m back in London for a few weeks, consulting for Flow Interactive, … so if it’s true we kiwis are behind, I’m in an industry crystal ball here.
It’s great [...]
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 [...]