The best made plans are based on a foundation of user evidence. By understanding what your users want, how they want it and where they go to get it you will more effectively be able to meet their needs.
Topics: UX consultancy, User Insights
As we look toward 2021 and, hopefully, the opportunities that await us there, we share some of the ways you could incorporate user insights into your plans.
Topics: UX consultancy, User Insights
How to move your customer journey exclusively online
Until very recently, how we engaged with brands and organisations normally spanned a multitude of touchpoints – online, in store, telephone, email and social media. As stores have shut and customer service centres shifted more heavily to digital solutions, the online touchpoint has become, in many cases, the only touchpoint.
Topics: User Insights
Discovery research: what is the correct methodology?
We had to have a plumber round the other day. Watching him at work (and pestering him with plenty of annoying questions) it quickly became apparent how much of his knowledge was subconscious. Decades of grovelling around under sinks and fiddling with boilers had ingrained these skills and expertise so deep in his brain that he often couldn’t articulate precisely what he was doing.
Topics: User Insights
Why you should usability test multiple versions of your site
Most of the research we do on websites is now done during the development stage: thank goodness the days of usability testing just before, or even after, launch is now in the past for the vast bulk of our clients. See User test early - Quicker, better, cheaper outcomes.
Topics: UX consultancy, User Insights, Usability Testing
Personas: what are they and how can you use them
- What are Personas
- What do personas 'look like'
- How do Personas help
- How Personas can be used
- How not to use the Personas
- In Conclusion...
- References
User-centred design puts the user at the heart of the design process so that the resulting product is easy to use. 'Personas' are a way of bringing the user alive - constantly reminding the development team who they are designing for. Personas, for developing web sites, have been around for a while and over the years we have seen both good and bad practice in the ways they are developed and used - so just how helpful are they?
Topics: UX consultancy, User Insights, Information Architecture, Usability Testing
Booking airline tickets, getting a mortgage, designing trainers or reading favourite news, chatbots are being used by customers for all sorts of things. But how might your organisation use one and where should you start?
Topics: Chatbots, Machine Learning, User Insights
Chatbot - user research and testing would make them better
Most current chatbots are not very good. This makes it very easy for people to be sceptical about them and ignore the whole approach. However, this is often because the user’s needs were not fully understood or because they have not been adequately tested with users.
Topics: UX consultancy, Chatbots, Machine Learning, User Insights, Views and News, Usability Testing
How people interact with your organisation is likely to change radically over the next few years. The maturing of some key technologies, most notably machine learning and conversational interfaces, means your users may no longer be using your website.
Topics: UX consultancy, Usability Expert Advice, User Insights, Usability Testing
Over the years we have undertaken usability testing on several University websites. I have blogged before about why so many University sites are so unusable, and concluded that the problems are primarily organisational not technical. Our recent experience seems to confirm that this is still the case.
Topics: User Insights, Usability Testing