Posts in Customer Experience

Q&A: mydeco CEO David Kelly on e-commerce

Launched in beta earlier this year by a team of 20+, mydeco is an affiliate-cum-online media property focused on selling interior design products and hosting a community for home furnishing shoppers.

We caught up with CEO David Kelly to talk about the site’s planned launch of widgets, its focus on driving conversions through 3D room-planning software, and the way it has gone about building its design and development team.

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How can publishers can improve site search?

I spend a lot of time on newspaper and other publishers' sites, and am often amazed at how bad their site search functions can be.

A lot of sites have been redesigned over the past year or so, and have improved a lot, but their search functions can still be patchy.

Here are a few thoughts on how they could be improved...

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Site review: GetSatisfaction

GetSatisfaction is a website that provides a possible alternative for both companies and customers to resolve online customer service queries.

GetSatisfaction

Get Satisfaction allows users to post feedback about their experiences with a company or to simply ask a question about products or services, and allows companies to respond directly and publicly.

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404 error pages, news sites and user experience

How should a website handle errors? What kind of information and messages should be presented to the user? And will a one-size fits all approach do the job?

Our own 404 page is pretty lame, so we’ve been thinking about the various ways in which we can improve things, as part of our year-long project to provide you with a glorious new E-consultancy website (due in early-2009).

I have also analysed the 404 pages of 10 of the most popular news sites, to see how other publishers are faring.

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The human phone booths of Colombia

The sharing of mobile phones is an interesting phenomenon, and an example of market competition in action.  

It also means phone usability in that market is important as people switch between different phones.

Columbia - mobile phone sharing

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Site review: Fresh Apps

Fresh Apps, currently in beta, aims to make it easier to search and find useful iPhone apps than is currently possible on iTunes.

Fresh Apps

It can be tricky to search through the sheer number of apps in the iTunes Store, so has Fresh Apps made it a smoother process? 

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Mobile app review: eBay for iPhone

Updated a few months ago, the eBay on iPhone app lets you keep up with your buying and selling activity, as well as looking for new items, while on the move.

eBay Mobile  

I've been testing out the app to see how effectively it works for mobile..

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You don’t care about your customers if …

As a supplier of software for measuring the customer experience, I take heart from the plethora of commentators that stress the importance of delivering an improved customer experience as consumers tighten their belts.

Their actions, or lack of them, suggest that too many online companies do not believe this. Do you pass the test?

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Is your e-commerce channel performing as well as it could?

Despite the growth in the e-commerce channel, many retailers are still unable to make truly informed decisions regarding the strategic development of e-commerce in their business, as they are unable to effectively benchmark the performance of the channel.

This is the case for both retailers who think they're performing well and those who don't.

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Boots improves website (as recommended!)

I wrote a post a few months ago that listed a few criticisms of the Boots website, which contained a number of usability and design flaws.

The website has been much improved recently and we're now singing from the same hymnbook, although one or two notes remain out of tune...

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How to handle checkout errors

When going through the checkout process, customers in the process of paying for items are bound to make a few mistakes here and there.

The key here is to handle these problems smoothly, enabling customers to correct any errors they make without causing unnecessary frustration.

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Fast and easy - web application design tips

This past weekend, the New York Times published an interesting article.

In it, Matt Richtel and Ashlee Vance discussed the computer industry's plans to offer PCs that boot up more quickly.

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