Last week I had the privilege of presenting at Figaro Digital - Design & User Experience Seminar. It was certainly a good event with an interesting debate on whether or not research is worthwhile (you can probably guess which side of the discussion I was on).
My presentation - which you can browse through below - … Read more about ‘Ecommerce - optimise your conversion rates’
Our recent Retail report evaluated the multi-channel e-commerce experience for 15 of the UK’s best known high street retailers. Next performed really well with scores of 4 or 5 out of 5 for the majority of guidelines, and it’s likely that it would have come top but for a poor checkout process (check out the report … Read more about ‘Next wins top digital experience… almost’
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?’
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’
As part of the multi-channel shopping experience analysis for this year’s Retail multichannel experience report (coming soon – watch our twitter feed for its release!) I evaluated how well companies make their customers aware of the different channels they do business through. So, for example, do high street bricks-and-mortar stores champion ecommerce channels or other … Read more about ‘Beware – security guard!’
Hotels.comHotels.com gained a much stronger competitive advantage due to a great mobile strategy
MacmillanMacmillan got fantastic results from our work, including a 50% reduction in mobile homepage drop-offs
Hitachi CapitalHitachi Capital now delivers a market-leading online proposition and the best user experience possible
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Getting some really interesting client projects in at the moment, lots of user experience design and research work for our consultants!
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