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 [...]
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 [...]
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 [...]
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 [...]
Equal opportunities in User Centred Design?
IDEO, The worlds greatest proponent of User Centered Design have released a ‘toolkit’ to promote a human centred approach to social development projects.
It’s full of top tips… one of which seems worryingly chauvinistic…
If you can’t read the image, it kindly reminds us; “To ensure there is a balanced gender perspective involve female staff in all [...]
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?
Customer experience pilgrims: Experience economy brings a new kind of tourist to NZ
Some Kiwi brands are attracting their global customers back to the source of their product, creating new customer experience touch-points as well as fuelling tourism.
Companies exporting products ‘made from NZ’ are seeing their customers make pilgrimages to experience NZ brands at the source, connecting with the origins of the product.
Tourists have journeyed to previously ignored [...]
Personas. Journey or destination?
After a personas workshop last week I came out feeling the process was actually more valuable than the personas themselves.
Along with eye tracking, personas are a frequently debated UX method, usually judged by the end product, rather than the process of defining these hypothetical characters.
I’m convinced that a set of personas based on user research [...]
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 browser I [...]
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 [...]