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 [...]
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 [...]
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 [...]
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 [...]
A sign your User Experience needs a reality check
How can it be that a sign-writer, who arranges letters day in day out, can make a spelling mistake? A mere series of stickers applied to a board, but somewhere along the line, the very purpose of the sign, the word itself became an abstract series of tasks within a task. Happily beavering away up [...]
Grass roots customer research. The visitors book
Ok, it’s an occupational hazzard, but from a curious browse through the guestbook at a Bed and Breakfast there were some pretty clear patterns emerging. From years worth of entries a clear picture emerged of the type, nationality and values of the guests , plus some insight into what they think are the most (and [...]
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 [...]