Other articles by Hannah Munro

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.