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Thoughts

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

Our blog posts

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

In-car user testing – lessons learned

16 February 2017

rom websites to applications, to sat navs, all user interfaces require testing to ensure they meet the requirements of the end user.

Read the article: In-car user testing – lessons learned

Accessibility Review of Online Retailers: Round Up

27 January 2017

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.

Read the article: Accessibility Review of Online Retailers: Round Up

Accessibility Review of Online Retailers Part 6: Not on The High Street

26 January 2017

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 street.

Read the article: Accessibility Review of Online Retailers Part 6: Not on The High Street

Accessibility Review of Online Retailers Part 5: Tesco

25 January 2017

Tesco is the UK’s largest supermarket retailer. Back in 1984, they recorded the world’s first ‘online’ shopping transaction in Gateshead, England.

Read the article: Accessibility Review of Online Retailers Part 5: Tesco
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