Think about the entire customer experience

While I was ordering at a fast-food chain recently, I experienced a bad customer experience. The chain had implemented a new Point-of-Sale system which utilized a fingerprint reader for when the store manager might need to override a transaction. It was peak trading time and the franchise owner was hovering around front-of-house, I assumed toContinue reading “Think about the entire customer experience”

Are you being loyal to your customers?

I love the concept of loyalty cards. I have a wad in my wallet and I make sure I use them religiously – saving money on something you’re going to buy anyway is a no-brainer. However, it’s important for both the customer and the vendor that the mechanics of the loyalty card are carefully considered.Continue reading “Are you being loyal to your customers?”

Getting to grips with a new system

I was lucky enough to observe on-the-job user training this passed week. The best part of it was that the parties involved didn’t know that I was observing the interaction from a UX perspective and therefore it happened very naturally on their part. It was a David Attenborough moment. The system in question was aContinue reading “Getting to grips with a new system”

The challenges creating virtual representations of physical layouts

The way that Apple represents a physical space in a virtual environment is really starting to bug me more and more. With the advent of IOS 7 and the heightened ability to see apps visually next to one another in a virtual space has made the need for a rethink more urgent. Switching between appsContinue reading “The challenges creating virtual representations of physical layouts”

From clumsy to graceful: interfacing in the age of ubiquitous computing

I’ve recently started reading Everywhere: The Dawning of the Age of Ubiquitous Computing It’s a collection of theses posturing on the forms, interfaces, implications of an era where computing power is woven into the fabric of our everyday existence. There are some interesting theories and examples in the book and although the author doesn’t tryContinue reading “From clumsy to graceful: interfacing in the age of ubiquitous computing”

Get the basics right – address your users correctly

This is a rookie error. We all understand that a system will need to send out a number of automated notifications, but they should be as personalised as possible to carefully mask the fact that they were programatically generated. Using the format “[surname, first-name]” is extremely impersonal. No humans would communicate like this. Just callContinue reading “Get the basics right – address your users correctly”