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It's been a personal mission of mine to try to find the appliable wisdom of digital transformation and culture change.
But to generalise can be counterproductive and it's hard to think of case studies as anything more than the sum of a million parts.
Successful products and services are those with a definite point of view, those that avoid an identity crisis by knowing exactly what they're not.
Government Digital Service (GDS) has garnered much praise for its transparent and reasoned approach to design.
And whilst smaller organisations may not need ten principles (like GDS), those with a distinctive approach to digital experiences are gaining competitive advantage.
Here's a revealing case study, from a tech startup founded in 2011, that I think provides food for thought for any business creating new online services.
Sky TV might be getting a lot of bad press for its kafkaesque cancellation process, but its online service, Now TV, is demonstrating best practice.
We covered the UX of subscription cancellation back in 2013, but I thought I'd post an update here, showing you Now TV's simple but resourceful cancellation process.
It's at the point of cancellation that a customer is potentially most frustrated. The challenge is to ease them to the exit whilst offering them compelling reasons to stay.
What is company culture?
It's more than some free snacks and an away day, but exactly how much more?
Well, digital-first organisations and startups are often defined by a transparency that's lacking from more conservative public and private owned companies.
Here's a roundup of five companies that champion transparency.
Cross-device conversions can now be reported at keyword-level in Google's search, display and shopping ad products.
This means advertisers can optimise for cross-device conversions within their automated bid strategies, for example looking at cost per acquisiton (CPA) across mobile, tablet and desktop.
What does this mean in the context of other recent Google product updates?
We’re obsessed with the evolution of the shopping experience.
Established retailers are trying to learn more about their customers’ shopping habits. The ones getting it wrong are trying to mash tech and the store together into one unwieldy omnichannel concept that turns the customer cold.
This can be summed up as “the screen in the corner that nobody wants to use”.
The team at Hive have an interesting story to tell.
Iterating a new product in a nascent part of an old industry, doing this within an enormous organisation like British Gas, while maintaining an independent, startup culture.
There's a lesson in there for anybody.
Here's what I learnt about Hive by listening to Tom Guy, product and commercial director, at #canvasconf, organised by 383.
I went to #canvasconf recently (organised by 383) and listened to Liz Crawford, CTO of Birchbox.
Liz had some deceptively simple insights into the concept of personalisation in ecommerce today.
Here are some of the things I took away.
There are many articles out there defining what native advertising is and what it should look like.
There are native formats (simply in-stream ads, like expanding video), sponsored content (shaped by the publisher), content syndication (related content promoted through platforms such as Outbrain) and advertorials (often written by the advertiser).
There are blurred lines between some of these formats but what they have in common is a terribly misleading descriptor. This sort of advertising is anything but native, it is invasive, lurid, and can only survive as such.
You may have seen the news that Google plans to provide web search results and search ads for an unspecified number of Yahoo user queries.
See the SEC filing here. So, what does that mean for marketers?
No wonder customer experience is such a hot topic - we all shop and we all know when we don't like a store.
But customer experience in retail can be a catwalk for the emperor's new clothes.
Remember how many people talked about the ability to use social media on an interactive terminal in store? To perhaps 'Like' a product or upload some ropey augmented reality selfie to Twitter?
I apologise for lumping all SEOs together in the headline, some are good and some are still bad, but as the layman or 'content person' knows, there are a lot of opinions out there.
If you came via the blog homepage, the header image on this post showed Jupiter, Mercury and Io from Roman myth.
Myth is a word that crops up a fair bit in SEO, such is the knowledge of the 'inner workings' of the Google 'algorithm'.