Customer Experience

As a User Experience Consultant I spend a lot of my time designing websites and understanding the value and impact that the Internet has on people’s lives; how they interact with brands and services, shop online, communicate online, and bank online. A personal experience recently has reminded me of participants in my various forms of research over the years; why they and now realising why I, are traditionalists at heart. Read more about: It’s official, I’m a traditionalist

Gordon Brown’s recent leetspeek (mp3 podcast) leading up to the Global Investment Conference (GIC) has sparked renewed calls for tax breaks for the UK computer gaming industry. The PM stated that the UK games industry was “the most important in Europe”, and that UK developers are “by far the biggest producers of computer games in Europe”, going on to promise that there would be “new commitments of investment off the back of [the GIC] conference”. Interesting words, encouraging perhaps for some, but is it just more talk? Considering The Digital Britain report was full of high praise for the industry but so far has yielded few tangible initiatives, and a previous request from the industry for tax breaks failed to get a mention in the Chancellor’s December 2009 pre-Budget report, one could be forgiven for (quite skeptically) thinking “the cake is a lie”. Read more about: Power Up! Tax Breaks for UK Computer Gaming Industry

The buzz around the office on Wednesday at Foviance was electric as journalists from the UK and Europe gathered to hear about our latest research into Electroencephalography (EEG). The research, commissioned by CA, tasked Foviance with proving or disproving the existence of  ‘web stress’ – a term coined by them to describe the meaning the stress or displeasure a user experiences when faced with slow or poorly performing websites – and it produced some interesting findings and a wake up to call businesses that trade online. Read more about: Electric experiences, minus the shock!

We’ve previously mentioned the browser wars and the Microsoft anti-trust browser case, and this week sees the initial limited roll-out of Microsoft’s “web browser choice screen” for European users. In a nutshell, the European Commission ruled that bundling Internet Explorer (IE) with the Windows operating system was a big no-no and forced Microsoft to give users the choice of which browser they wanted to use. Read more about: The Browser War Continues: Choose Your Weapon!

Daniele Fiandaca’s opinion piece (NMA 04 Feb) raised the question of whether digital agencies were focussed on aesthetics at the expense of user experience.  I am delighted to see this issue being discussed because over recent years user experience (UX) has become “un-sexy” and the column inches that were dedicated to the subject back in the early 2000’s when it was new and exciting are all but forgotten. Read more about: Seriously, get some user experience

Facebook turned six recently and celebrated the milestone by giving its homepage yet another makeover, this time to “improve navigation to and discovery of commonly used features”. Six years is a long time on the interweb but, even still, Facebook has made impressive and significant gains in that time. It currently sits at number four on the list of biggest names on the web (behind Google, Microsoft and Yahoo, respectively) and with over 350 million users (and growing fast) it is poised to very soon become number three. It’s become the “face”, as it were, of the social media space, if not the brain. Read more about: Happy Birthday, Facebook! Have another Facelift…

At an event for Social Media Week London last week, a question was raised over whether responding to people on Twitter and similar social media sites would encourage more customers to air their complaints in public. In my opinion, the answer is that it probably does, particularly if people see others being responded to effectively. However, this should not be a reason to ignore disgruntled customers. People will still have their grievance, whether or not they choose to voice it. Read more about: Does Twitter encourage public moaning?

It’s coming up to 9 months since I got an eReader and in that time barely a month has gone by without a new development in either the eBook or eReader space. I have been watching these developments with interest – recent events to note are the UK Kindle release and the growing dominance of applications (apps) to both sell and display eBooks. Read more about: eBooks – have they made their move?