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Posts in Customer Experience

House of Fraser - a user experience review

Paul Rouke takes a look at House of Fraser's first e-commerce site and the lessons that can be drawn from its persuasion architecture, browsing functionality and overall user experience.


Steve Jobs, Blue Peter and usability

Two news stories caught my attention recently – the UK launch of the iPhone and the scandal at the BBC over naming Blue Peter’s kitten. 

You might not think they are related, or related to usability - but I beg to differ.


10 reasons why your website sucks

There are a lot of excellent websites out there and many have focused on improving the user experience in recent years, but there are still a lot of sites that fail to pay enough attention to usability issues.

After the jump, our list of the things that annoy us about websites, some from well known brands who really should know better...


Online travel - recommendations on the purchase process

E-consultancy's recent Travel Website Benchmarks report looks at ways to reduce abandonment once a customer has decided on the travel product they wish to purchase.

A certain amount of drop-off is to be expected at this stage in the process, and customers abandon the process once they have selected a flight or hotel for a variety of reasons.

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Yahoo! ugrades its user experience

Yahoo! has made a number of changes to its search engine, adding a search assist feature, as well as beginning to display videos, photos and other media in search results.


Banks adopt content targeting in push for growth

Acquisition-minded high street banks are embracing content targeting, to personalise the experience of visitors and boost conversion rates.

HSBC, Lloyds TSB, Barclays and Halifax are using technology provided by TouchClarity, which serves content and product recommendations that are relevant to each visitor based on a range of factors.


Microsoft reveals Live Search updates

Microsoft has revealed a number of updates to its search engine as it attempts to claw back some market share from Google, including the planned introduction of a version of Google's Universal Search.

The planned changes, will will be introduced over the next few weeks, were unveiled at the company's Searchification event yesterday.

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Cotswold Co revamps e-commerce website

The Cotswold Company launched a revamped version of its e-commerce website this week, with improved navigation and an easier to use checkout function.

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Evening Standard unveils new website

The Evening Standard launched a new website this week with news, blogs and comment from the London daily.

Evening Standard


Beware the Flickr brain police

Flickr, the supercool photo-sharing site, has started a storm in a user-generated teacup by deleting a picture of a child smoker.

The Yahoo-owned company has a blanket policy about children and cigarettes – the two shouldn’t mix and as such it doesn’t allow pictures of nicotine-addled kids on its site.

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Sky Sports redesign - has it affected usability?

Sky launched a new version of its Sky Sports website last month, adding a range of blogs and podcasts, and redesigning the website’s navigation.

The new site design certainly looks good, but has the site’s usability suffered, as this article suggests?

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Microsoft to relaunch Live Search

Microsoft is set to unveil an updated version of its search engine at its 'Searchification' event for journalists next week. Today, it has rolled out an updated version of the homepage.