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.
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.
Over the past week, we conducted 6 mini accessibility audits of popular online retail stores. Our aim was to help raise awareness of online accessibility by taking a quick look at how well these brands conformed to WCAG 2.0 guidelines. … Continued
For today’s mini accessibility audit, we are focusing on the online retailer notonthehighstreet.com. This site focuses on products which are out of the ordinary and a little bit unique in comparison to what we expect to find on the high … Continued
Tesco is the UK’s largest supermarket retailer. Back in 1984, they recorded the world’s first ‘online’ shopping transaction in Gateshead, England . So, it seems only right to include them in our series of short accessibility reviews. A quick recap … Continued
The focus for our next accessibility audit is Joules.com. Joules is a UK based premium lifestyle brand which sells its own branded clothing, accessories and homeware. On their site they provide an accessibility statement listing their commitment to achieving Level … Continued
House of Fraser is a firm favourite on the UK High Street with over 60 stores nationwide. In 2014, they attributed record sales to the continued growth of their website, as online became the most profitable retail channel for the … Continued
We were impressed by Mothercare’s approach to how they do business in today’s market. For them an emphasis on community and people is key as they “believe that parenting and raising children is an essential foundation for the society we … Continued
For our Accessibility Review of Online Retailers blog series we are starting with the popular UK company Boots. Boots operates over 2,500 stores across the UK ranging from local pharmacies to large health and beauty stores. In terms of physical … Continued
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 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.
The topic for World Usability Day 2016 was ‘Sustainable User Experience’. Being sustainable is being able to maintain, support and uphold products and services to create the best experience for individuals. Sustainability and UX are closely related as they both … Continued