User Experience takes hold in NZ
These two snippets make me wonder if a customer focused approach to business and design has truly taken hold here. One’s about Banks, the other Camper-vans. Banks were some of the first companies in NZ to make a significant investment in usability and customer research, with leading banks improving their online and offline products and [...]
Explaining UX research to my mum just got easier
When I designed and made things for a living it was easy to explain what I did. People formed a mental model of what I did and pigeon-holed me instantly. … but when my design career was t-boned by research I became a hybrid. Finding the words to articulate my work became much more difficult. [...]
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 [...]
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 [...]
Banking on Usability?
This ad from Kiwibank shows a customer turning to rage while checking his balance online …presumably on a competitor bank’s website. Banks were one of the first industries to take their services online in New Zealand, so after more than a decade to fine tune their customers’ online experience… …should user-friendliness really be a point [...]
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 [...]
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. [...]
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 [...]
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, [...]
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 [...]