In our recent Retail multichannel customer experience report, we found that nearly all of the brands we researched performed poorly in their communications with the customer after a purchase has been made and the product has been delivered. It was the lowest scoring guideline in the report with an average of 1.5 points out of 5.
Keeping in … Read more about ‘What’s the worst area of customer experience in e-commerce?’
I’ve been doing some thinking lately and I have come to the conclusion that the revolution that saves our economy will be a user-centred one. Not sure? It seems an unusual thing to say but have a read and let me know what you think.
The current scenario
The economic outlook could hardly be more bleak at … Read more about ‘The revolution will be user-centred’
There’s a usability issue so common that I’ve lost count of the number of times I’ve seen customers stumble on it. At first glance it might not be an obvious usability issue, but years of user testing and user research later it proves to be a problem for a large proportion of users across a … Read more about ‘Most common checkout usability issue ever?’
Writing (words), sketching (pictures) and making (things), the activities of design are all manifestations of the same thing. On the surface of it, they all involve a translation of thoughts into something tangible. They are forms of communication, but I would argue that they also constitute actual thinking and are a useful form of thinking.
Take … Read more about ‘Just doing it – why writing, sketching and making are useful forms of thinking’
As a company, Apple ploughs its own furrow. It has been a hugely successful innovator in terms of its business model and service delivery, re-inventing the way we interact with mobile devices and consume music. So it’s a surprise that the company ends up mid-table in our recent Retail Ecommerce Report. Why hasn’t a company … Read more about ‘Maybe Apple isn’t king of customer experience after all’
