How many times have you tried using a website that just makes you want to give up?

Organisational change is like steering a big ship – hard work and slow to turn.

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.

I recall being taught about features & benefits in the marketing part of my MBA. We were told nobody wants a drill - they want a hole. The drill is just a means to an end, so you have to talk about the benefits of the hole not the features of the drill.

Martha Lane Fox wrote a thoughtful (as ever) piece in The Sunday Times last weekend in which she talks about spreading "digital skills to unite the nation". In the wake of the Brexit vote she argues for an inclusion agenda in which the 12.6 million adults in the UK with no digital skills must have access to high quality and affordable internet infrastructure. She concludes by saying that "tech used well can unite everyone – not just the metropolitan elite".

Recently we have been working with a start-up business developing a new website. They were working on tight timescales and budgets so it was essential that the research delivered added-value: it went well beyond ‘usability testing’ and significantly informed the strategic USP and brand proposition.

I was talking to one of our clients the other day who said that he was seeing a 94% task completion success on his site – needless to say, he was delighted! This was better than I recalled from testing, so I thought I’d dig back into the reports to see what was happening.

I was reading an article in the Sunday papers about middle aged men drinking too much. This was accompanied by pieces by people who drank more than 50 units per week. These were not raving alcoholics but people with good jobs and happy family lives that you might meet in the course of your professional life. They saw their drinking as quite normal and they did not feel it was excessive. I was quite shocked that someone drinking this much might think this ‘normal’ behaviour because it is a long way from my experience.

We have recently completed a number of usability testing projects for clients with large information sites i.e. non-transactional sites. These have included organisations as diverse as a major UK charity, a manufacturer of precision measuring equipment, and an EU institution.

We estimate over 60% of UK, studio-based, qualitative market research takes place in London (*), most of which will use London-based respondents. Londoners accounts for 13% of the UK population and a key question is how representative is this 13% of the whole UK population?