Thoughts

Our thoughts, ideas, news and views that make us passionate about customer experience.

Our blog posts

What a wonderful WUD!

23 November 2017

Two weeks have elapsed and I think the whole team has just about recovered from another, wonderful World Usability Day (WUD) event.

Read the article: What a wonderful WUD!

7 (updated) principles for interaction design

16 October 2017

Although first published almost 20 years ago, Jakob Nielsen’s 10 general principles for interaction design are still incredibly useful and relevant in the field of interaction design.

Read the article: 7 (updated) principles for interaction design

ASOS visual search: A new way to look for clothes online?

20 September 2017

ASOS have a new visual search tool. Does it provide the user experience we’ve come to expect from this retailer?

Read the article: ASOS visual search: A new way to look for clothes online?

Bringing the conversation back to banking

12 September 2017

The arrival of the digital age has disrupted the retail banking industry and changed the relationship between us and our banks.

Read the article: Bringing the conversation back to banking

Q&A session with Gerry McGovern

13 April 2017

Prior to our upcoming Top Tasks Masterclasses in Edinburgh and London, Gerry McGovern recently took the time to have a Q&A session with us to give an insight into the history behind Top Tasks, the methodology and lots more.

Read the article: Q&A session with Gerry McGovern

The rise of conversational interfaces – Part 3

13 April 2017

Throughout our blog series (read part one and part two) on conversational interfaces, we’ve looked at the rapid growth of instant messaging; how the interfaces work and touched on why brands are adopting them.

Read the article: The rise of conversational interfaces – Part 3

The rise of conversational interfaces – Part 2

11 April 2017

As we saw in last week’s blog post, SMS and instant messaging offer a simple and intuitive method for people to communicate quickly with friends, family, or even the local handyman.

Read the article: The rise of conversational interfaces – Part 2

The rise of conversational interfaces

6 April 2017

2016 was full of hype – and all the talk around conversational interfaces and chatbots replacing apps and websites was no exception.

Read the article: The rise of conversational interfaces

User Vision to bring Gerry McGovern’s ‘Top Tasks’ Masterclass to the UK

23 February 2017

User Vision have partnered with Gerry McGovern, a highly-regarded speaker and author to bring to the UK two masterclasses on his successful ‘Top Tasks’ management model.

Read the article: User Vision to bring Gerry McGovern’s ‘Top Tasks’ Masterclass to the UK

Using service design to boost sales and increase profit margins

20 February 2017

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.

Read the article: Using service design to boost sales and increase profit margins
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