Posts in Customer Experience

Site review: Matalan

High street retailer Matalan unveiled its first e-commerce website just before Christmas, though the company is just selling its women's clothing range online at the moment.

I've been having a look at the new website, designed by Code Computerlove and using BT Fresca's e-commerce platform, to see how it shapes up from a user experience perspective.


ITV Player finally catching up to iPlayer?

ITV has been busy promoting its newly rebranded video player lately, as it attempts to improve take up of its online catch up service.

While video views on have risen over the past year, it still lags behind the iPlayer. It has updated again though, and now the ITV Player looks more of a match for the BBC's online video offering.


10 reasons why UNIQLO could do better online

Flash-heavy websites continue to massively annoy and disappoint. The UNIQLO site is a fantastic example of a website that appears to be well designed, but which is actually a tour de force in frustration.

I was reading Contagious magazine’s ‘most contagious’ review of the year, which is a useful digest of trends for the past year. UNIQLO was cited as a trendsetter in digital, having won various prestigious awards for its efforts, so I thought I’d check it out.

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Credit crunch hits travel website

Holiday comparison website, which we covered when it launched earlier this year, seems to have fallen foul of the current economic downturn, and has been forced to scale back its development.

How the website will continue is uncertain, as two key staff; Head of Marketing Vicky Smith and Head of Customer Experience Mike Ramsden, are leaving the company shortly, while MD Ray Mason will be stepping down in the New Year.

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Ashley Friedlein talks about the new Econsultancy site

The observant among you will have realised that we launched a new website last weekend. I thought it would be a good idea to interview Econsultancy CEO Ashley Friedlein to explain more about the challenges of managing a ground-up rebuild.


UK newspapers have a good year online

It seems that, despite declining print circulations, the UK's newspapers have managed to build up their online audiences. According to stats from Nielsen Online, the top ten newspaper sites have seen a 23% increase in traffic.

While this growth is partly down to the continuing growth of internet usage in the UK, one thing the top ten newspaper sites have in common is that they have all adapted well to the web, with most having redesigned their websites in the last year or so.


Site review: BookArmy beta

BookArmy, a literary recommendation website, is the latest social media project from publisher Harper Collins. It was originally planned for an official launch this year, but that has been delayed, and the site is now in private beta.

Harper Collins' other social media site, Authonomy, provides a way for the publisher to outsource its slush pile by having aspiring writers publish part of their work online and have it rated by others, in the hope that the cream rises to the top. BookArmy aims to be a recommendation engine for book lovers, having them rate the books they already love, and recommend others to them.

I've been trying out the new site to see how it looks so far...


Site review:, the online version of the celebrity magazine, was redesigned a couple of months ago.

I've been having a look around the Hello website to see if the revamp has improved the site, and how it compares to those of its rivals; sites like iVillage, More, and heatworld.


ITV updates its video player

ITV has been tweaking its online catch up TV service, and has introduced a few improvements for customers viewing video on its website, using Microsoft Silverlight.

ITV video player / Silverlight

The service is going to be rebranded as the 'ITV Player', which is at least a bit more distinctive than 'catch up'. As well as a new name, ITV needs to be improve the usability of its online video, so what difference has Silverlight made to this? 


Q&A: Chris Roe of Virgin Holidays

Chris Roe presented at our recent Online Marketing Masterclasses event, talking about the improvements he has implemented there, which have helped to increase conversion rates on the site by an impressive 90%.

Chris is General Manager of Sales & Distribution, responsible for web, call centre and trade sales. We have been talking to him about the improvements made to the user experience on the Virgin Holidays website.

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Mobile site review:

News aggregator Newsnow has recently released a version of its website optimised for mobile users.

Newsnow mobile

Newsnow uses a wide range of sources, I find it useful for keeping up with football news for instance, so how well has it translated to mobile? 

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Q&A: Dan Hart of is a newly launched flights search engine which aggregates flights from 340 airlines.

I reviewed the website yesterday, and have also been finding out more from founder and CEO Dan Hart...