Archive by Author

Trust, focus & upsell – 3 UX lessons from online florists

26 Mar

Trust, focus & upsell - 3 UX lessons from online florists

Recently I read a really interesting article on how airlines are looking to other industries like retail, automotive, and hospitality in an attempt to improve the passenger experience.  About time too!

Looking at other industries is good practice

It’s a common approach in business to look sideways at other industry best practices to generate ideas for improvement. Rather than just look at the quote form for an insurance provider for example, we would commonly also look at airlines, ticket booking sites, and hotel booking sites to see how they deal with the quote and buy process. We find that this approach typically sparks great ideas, which would have been missed if we had only looked at direct competitors.
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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees

21 things we like about the new M&S website

21 Feb

We noticed yesterday that the new Marks & Spencer website redesign went live. Here’s a quick summary of the changes we felt were most interesting. More research would be needed for us to give a thorough UX opinion but our first thoughts are that it’s a positive redesign.

M&S website redesign

In this article, we highlight the 21 UX improvements made to the new Marks & Spencer website and why we like them.
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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees

A/B Testing and why making assumptions in UX is a dangerous game

18 Dec

Between projects we like to set up A/B testing experiments on our website which test theories and ideas that come up during client work. Our latest experiment focused on how to encourage users to download a free guide by testing the differences between a large call to action box versus a smaller one. Rather than worry too much about getting the design and styling right, first we wanted to test out which would generate the most conversions and then adopt an ongoing agile approach to eventually lead us to the right solution.

Which test do you think would convert better?

In true ‘which test won’ style, take a look at these two pages and take a stab at which test you think would convert better (the winner will be revealed later in the article):
A/B Testing and why making assumptions in UX is a dangerous game
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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees

3 ways to stop driving customers crazy with online quote forms

16 Oct

3 ways to stop driving customers crazy with online quote forms
a n i. Y. via photopin cc

Stop driving your customers crazy by forcing them to fill in endless forms before they’ve had a chance to decide what they need. As a financial services provider, if you are doing this it’s likely you are missing out on conversions. Why? Because customers don’t always understand which product they need, there are often complex concepts they need to digest in order to make a decision and they are being bombarded with difficult questions that they hadn’t even considered!
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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees

How the three little pigs can help convey the importance of user experience

27 Aug

Three little pigs

 Image source: http://www.flickr.com/photos/laurenceshan/139735219/

 

Let me tell you a story. Once upon a time there were three little pigs that needed to build a house. It was really important for the three little pigs that their new house was safe as they’d had some bother with a nasty old wolf.

“I think we should build the house out of straw” said the first little piggy “It’s cheap and we can put the house together quickly – which will keep out the big bad wolf.”

The second little piggy wasn’t so sure.
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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees

Rethinking UX: A must have ebook

19 Aug

Rethinking UX ebook cover

 

At the beginning of the year we wrote an article on improving your website usability tests for Smashing Magazine. So we were delighted when we found out they wanted to include our article in their new ebook ‘Rethinking UX’. The book is packed full of advice from the top thinkers and leaders in the industry and provides practical advice based on personal experiences of the experts.
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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees

Stop waiting for the perfect time to run usability tests

30 Jul

No one is perfect, that's why pencils have erasers

 

“Perfectionism is the enemy of progress”. This is a quote I’ve found to be very true throughout my life. Whenever I hear it or read it, I remember to stop trying to do everything perfectly and focus on getting things done once they are good enough. Once I start focusing on good enough, my to do list shortens, I’m meeting deadlines, and generally feeling like I’m getting somewhere again. So when I see clients doing the same thing I try to encourage them to focus on progress rather than perfection.
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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees

Explaining what user experience is & why it is important

18 Dec

What I do - explaining user experience

I still don’t know what to say when people ask me what I do. After 13 years of being in the user experience profession I should have a standard response by now. But I either over complicate it by explaining in detail what I do, or I over simplify with “I’m a design consultant”, “I do market research” or” I’m in web design”. Recently I’ve tried explaining that I help companies design products that look great, work well and fit users needs but I still get that vacant expression in response.

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Damian Rees

About Damian Rees

Damian has worked as a usability and user experience consultant for over 13 years. He has worked in senior roles within companies like the BBC and National Air Traffic Services where he has researched and designed for users in a variety of different contexts including web applications, voice recognition, and air traffic control interfaces. Follow Damian on twitter @damianrees