Articles

Using service design to boost sales and increase profit margins

This article reviews a particularly nice example of how service design was used to fix a behind the scenes problem (in this case too many returns for online retailers), which in turn improved the overall customer experience and boosted sales. What I’m referring to is how to help customers to choose the right size when ordering clothes.

In-car user testing – lessons learned

From websites to applications, to sat navs, all user interfaces require testing to ensure they meet the requirements of the end user. You can use the lab or you can, and should where possible, test in situ. No more so was this the case than with my recent testing of a new sat nav system on the roads of Edinburgh. Here I’ve shared some of my learnings for anyone else considering such an exercise.

Accessibility Review of Online Retailers

Just before the Christmas Break, an article appeared on the BBC website about the accessibility of shops. The article highlighted that retailers were: “missing out on £249 billion because many are inaccessible to disabled customers”. The focus on the article … Continued

Creating Habits that stick

Creating habits and sticking to them can be tricky. During our World Usability Day open house, we discussed with people what they wanted to change and the best way to do it.