Posts in Customer Experience

Usability or user experience - what's the difference ?

The study of the relationship between people and technology has been called a variety of names over the years - from computer ergonomics, human computer interaction and usability to, more recently, human-centred design and user experience.

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Modernista - ad agency 2.0 or BS 2.0?

The recent relaunch of an ad agency website has attracted quite a bit of attention.

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Travel websites need to improve usability - study

There is plenty of room for improving the user experience of some of the UK's top travel websites, according to a new usability study.

Webcredible's Flights Online study looked at the flight search and booking process on 20 travel agent and airline websites.

The highest scoring website was Opodo with 67%, while Monarch came off worst on 38%. On average, travel agent websites were more usable than the airlines' sites.

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BBC website revamp continues

The BBC has followed up the launch of its new homepage last month with a redesign of the news and sport sections of the website.

BBC news revamp

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Yahoo targets female web users with Shine

Yahoo has today launched Shine, a new site which is taking aim at women between 24 and 54.

Yahoo Shine

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5 ways campaign websites can enhance their online presence

Leon Bailey and Jonathan Hirshler look at how five of the UK’s most popular campaign groups can enhance their online visibility and presence. 

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Amazon.co.uk gets a revamp

Amazon has unveiled a new design for its UK site, with a new homepage and navigation system.

New Amazon.co.uk design

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ITV to relaunch its online video player

ITV's online catch up TV offering will be revamped in an attempt to compete more effectively with the BBC's iPlayer.

Though ITV launched the service months earlier than the iPlayer, it has quickly been overhauled by the BBC's offering. Around 11m videos were viewed via the iPlayer in January, compared with just 2m for ITV.com  

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How to retain customers in hard times

It's doom and gloom, according to many of the economic commentators, but now is not the time to take your eye off the customer experience ball. 

When things get tight, a company needs any edge it can get and retaining the customers it has is one way of minimising the impact of any downturn. Here are a few things to try to hang on to those most valuable of assets – your customers.

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If SEO's a hygiene factor, why are so many sites dirty?

Many in the SEO world joke that if an agency or consultant starts talking about title or meta tags to potential clients, they should be ignored as this sort of thing is now considered very basic and suggests that the SEO doesn't know what they're talking about.

But looking at the websites of some pretty major brands, it's clear that for many people, SEO 101 is still pretty advanced.

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The last mile - a rant about delivery

Call me old fashioned if you will, but I still believe in the premise that when a customer places an order online, they should receive their goods within the timeframe highlighted by the retailer. Or better still, they should actually receive their order at all!

How about really stretching it and offering the customer the opportunity to choose a convenient delivery method and time?

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Site review: Halfords.com

Halfords recently launched a reserve online, collect in-store service so we had a look its website from a user experience perspective.

Halfords homepage

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