Web Usability Blog

How to move your customer journey exclusively online

Posted by Dr Sarah Burton Taylor on May 12, 2020 10:52:29 AM

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.

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Topics: User Insights

Discovery research: what is the correct methodology?

Posted by Lucy Collins on Jan 16, 2020 4:07:43 PM

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.

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Topics: User Insights

Why you should usability test multiple versions of your site

Posted by Lucy Collins on Jul 17, 2019 3:07:00 PM

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.

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Topics: UX consultancy, User Insights, Usability Testing

Personas: what are they and how can you use them

Posted by Peter Collins on Sep 18, 2018 12:43:54 PM
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Topics: UX consultancy, User Insights, Information Architecture, Usability Testing

How can you use a chatbot?

Posted by Lucy Collins on Feb 1, 2018 2:52:02 PM

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?

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Topics: Chatbots, Machine Learning, User Insights

Chatbot - user research and testing would make them better

Posted by Lucy Collins on Feb 1, 2018 2:36:37 PM

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.

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Topics: UX consultancy, Chatbots, Machine Learning, User Insights, Views and News, Usability Testing

Is your website redundant?

Posted by Peter Collins on Feb 1, 2018 1:28:21 PM

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.

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Topics: UX consultancy, Usability Expert Advice, User Insights, Usability Testing

University web sites - can they be usable?

Posted by Lucy Collins on Sep 4, 2017 10:21:12 AM

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.

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Topics: User Insights, Usability Testing

Gov.uk doesn’t work for some users

Posted by Peter Collins on Jul 10, 2017 3:09:20 PM

I have always been a bit of a fan of Gov.uk. From a citizen’s point of view, it has transformed many aspects of transacting with Government. Whether it is re-taxing the car, applying for a passport or applying for a patent it is now quick and straightforward. Gov.uk clearly deserves many of the plaudits it has received. The principle that users don’t care about which government body a service is being delivered by - they just want the service - is both sensible and user focused.

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Topics: UX consultancy, Usability Expert Advice, User Insights, Usability Testing

You see what you expect to see…

Posted by Lucy Collins on Jun 26, 2017 12:42:50 PM

I have a confession to make – one that is a bit embarrassing. As a researcher, I know you must not trust your own opinions but should look at the evidence, because often our instinctive view of world - or of people’s behaviour – is wrong!

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Topics: Usability Expert Advice, User Insights, Usability Testing

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