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Welcome

Welcome to the July Newsletter.

In this latest issue we take a step back and look at the customer experience industry from the perspective of our clients and their customers - the real end users of usability tested products and services.

Human-computer interaction (HCI) experts pioneered techniques and attitudes in the 1980s that today's usability and customer experience consultants have adopted, moulded and evolved for the digital world. I take a look at the true value of a user-centric approach and its future impact across channels outside of a purely online environment.

Catherine explains why usability consultants shouldn't be afraid to get their hands dirty, muck in with end-users, and adopt a more human touch in order to shape the design and development of services truly tailored for the needs of the people that are going to use them.

Mark takes grassroots inspiration this month from the spirit of 'jumpers for goalposts'. What lessons can 'old big head' Brian Clough teach us about the usability game? Finally, Paul catches us up on the latest thoughts from EDM08, this year's European Directories Marketplace conference.

Meanwhile, we've had an incredibly busy month here at Foviance. Catriona, Arthur and David were in Baltimore for the Usability Professionals Conference 2008 where Catriona was presenting, Paul presented at the Knexus Digital Marketing Conference in Paris, Catriona led a panel into marketing for social networks at the Online Marketing show, and we sponsored this year's NMA Effectiveness Awards.

Please remember, if you have any feedback on this newsletter, I'm always happy to hear from you.

Marty

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