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Posts in Customer Experience

Nectar relaunches website, but why?

Nectar is the UK's largest customer loyalty programme, and since its launch in 2002, more than ten million UK households regularly collect Nectar points.

The Nectar website, which allows users to spend the points they have earned on everything from CDs and DVDs to discounts on holidays, has recently relaunched with a view to improving usability.

We caught up with Roger Sniezek of Loyalty Management Group (which owns and operates the Nectar brand) to find out more about the site's relaunch.

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Who needs or wants usability?

I have just given my annual lectures to some postgraduate students about what it’s like doing usability in the real world (i.e. the world where you can’t spend three months redesigning the perfect interface to a toaster). 

And one of the issues I cover is why it seems to be so difficult to design usable products. It must be difficult - there are lots of clever designers and few really usable products.

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What will replace the page impression?

Steve Rubel at Micro Persuasion has an interesting article where he speculates what will replace the page view metric, which he believes will be dead by 2010.

Page view or page impression figures are easy to manipulate and don’t give a true measure of a site’s popularity. For instance, merely splitting content over several pages can falsely inflate a site’s figures.

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The Times unveils £10m website redesign

The new look Times Online site launched yesterday, ditching the old black and white design, in favour of colour-coding, though the site has been experiencing teething problems so far.

The Times' website, which was redesigned in-house by Tomaso Capuano and Jon Warden, now features lime green in the masthead, and green, blue and grey throughout the rest of the site. The information architecture was designed by Melissa Fleck.

Times Online revamps website

Obvious font issues aside, we think it looks pretty good...

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Making use of overlooked pages

Glossaries, FAQs, and ‘about us’ and ‘contact us’ pages are often overlooked when it comes to SEO visibility and conversion.

So Matt McGee at Search Engine Guide has compiled some tips about how best to realise the revenue-generating potential of these pages.

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The pros and cons of gift vouchers and wishlists

A study by Jakob Nielsen has shown that many etailers are failing to realise the potential of wishlists and gift vouchers.

The report, called E-commerce User Experience: Wishlists, Gift Certificates, and Gift Giving in E-Commerce, found that, despite highlighting usability issues, certificates and wishlists are excellent ways to attract visitors to a site.

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Bubbl.us makes brainstorming / mindmapping easy

Bubbl.us is a site which provides users with an interactive and attractive interface with which to make brainstorm and organise your ideas online. 

Bubbl.us is the brainchild of Russian Kirill Edelman, a web designer who resides in the US. The site uses Flash and Ajax technology to help you organise your ideas simply and effectively.

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Hidden charges and poor usability deter online shoppers

Nearly half of online shoppers would abandon their shopping trolley if confronted by 'hidden' charges during the checkout process, according to a survey from Webcredible.

Webcredible polled visitors to its website in September, October and November, asking them what would make them abandon an order when shopping online.

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iWant strikes again

Once again, Apple has started a new year by announcing a plethora of exciting goodies for technophiles, with the long anticipated iPhone taking centre stage.

As a fairly committed early adopter (I have not used a paper diary since 21st December 1996 – yes I do know the date exactly, because my latest Palm based PDA has all my diary entries since then), I am already drooling.

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Why get more intelligent?

Marketers often ask me why they should want to get more intelligent if their current marketing channel is working? Unfortunately, if they continue to focus on the here and now, instead of looking to the future, they will be heading for trouble.

The rule, “if it ain't broke, don't fix it” doesn't work for marketers, even if they want it to.

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Yell.com redesigns website

Yell.com has unveiled a major redesign of its site, incorporating enhanced search and mapping features.

The new mapping features allow users to plot a selection of local information onto any chosen location within the UK. For instance, if you have searched for a shop, Yell will display near-by cashpoints and parking spots.

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Clever mystery shopper programme format could boost sales

I recently participated in Selfridges' mystery shopper programme, run by ABA Research. The deal is - and it's a crafty one - Selfridges runs its mystery programme in such a way that typical cost-to-business-research is actually a boost to sales.

I originally came across the programme when trying to find a product online. It was a no-brainer to apply, as I'd be shopping there anyway.

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