Posts in Customer Experience

Site review: Yelp.com

US listings and review website Yelp, already a big success in the US, launched a UK version this week, which covers the London area and a number of other major UK cities.

There are a few local listings sites in the UK already: Trusted Places, welovelocal, Tipped and Yell.com all offer similar sites with local business listings and user reviews, so how does Yelp's offering measure up?


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What does rising netbook popularity mean for web designers?

Netbooks are on the rise. The bare-bones laptops, which typically cost under $500 and are designed for web surfing and email, are increasingly the focus of major PC makers looking for growth.

And for good reason.

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The Great Usability Debate: Internal vs external testing?

There is an ever-urgent need for companies to both acquire and retain online users, especially in today’s economic environment. Our new Usability and User Experience Trends Briefing highlights this, but which is best for achieving reliable results - internal or external testing?

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Site review: thomascook.com

Travel operator Thomas Cook introduced a number of improvements before Christmas, including an improved holiday search function, and the addition of more multimedia content.

Since I had written a post last year listing ten different problems with the Thomas Cook website which were affecting the user experience, it seems only fair to give credit for some of the improvements that have been made since then.

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Gap.com's single checkout not a good idea after all: report

US clothing retailer Gap.com launched a nice new e-commerce site in June last year, but it seems the decision to integrate its four brands into one checkout function hasn't worked as well as it hoped.

The retailer has designed its site so that users can shop from Banana Republic, Old Navy, and Piperlime, as well as Gap itself, and checkout at the same time, but this has had the unintential effect of undermining perception of the brand, according to Foresee Results.

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Site review: Matalan

High street retailer Matalan unveiled its first e-commerce website just before Christmas, though the company is just selling its women's clothing range online at the moment.

I've been having a look at the new website, designed by Code Computerlove and using BT Fresca's e-commerce platform, to see how it shapes up from a user experience perspective.

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ITV Player finally catching up to iPlayer?

ITV has been busy promoting its newly rebranded video player lately, as it attempts to improve take up of its online catch up service.

While video views on ITV.com have risen over the past year, it still lags behind the iPlayer. It has updated again though, and now the ITV Player looks more of a match for the BBC's online video offering.

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10 reasons why UNIQLO could do better online

Flash-heavy websites continue to massively annoy and disappoint. The UNIQLO site is a fantastic example of a website that appears to be well designed, but which is actually a tour de force in frustration.

I was reading Contagious magazine’s ‘most contagious’ review of the year, which is a useful digest of trends for the past year. UNIQLO was cited as a trendsetter in digital, having won various prestigious awards for its efforts, so I thought I’d check it out.

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Credit crunch hits travel website

Holiday comparison website Travel.co.uk, which we covered when it launched earlier this year, seems to have fallen foul of the current economic downturn, and has been forced to scale back its development.

How the website will continue is uncertain, as two key staff; Head of Marketing Vicky Smith and Head of Customer Experience Mike Ramsden, are leaving the company shortly, while MD Ray Mason will be stepping down in the New Year.

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Ashley Friedlein talks about the new Econsultancy site

The observant among you will have realised that we launched a new website last weekend. I thought it would be a good idea to interview Econsultancy CEO Ashley Friedlein to explain more about the challenges of managing a ground-up rebuild.

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UK newspapers have a good year online

It seems that, despite declining print circulations, the UK's newspapers have managed to build up their online audiences. According to stats from Nielsen Online, the top ten newspaper sites have seen a 23% increase in traffic.

While this growth is partly down to the continuing growth of internet usage in the UK, one thing the top ten newspaper sites have in common is that they have all adapted well to the web, with most having redesigned their websites in the last year or so.

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Site review: BookArmy beta

BookArmy, a literary recommendation website, is the latest social media project from publisher Harper Collins. It was originally planned for an official launch this year, but that has been delayed, and the site is now in private beta.

Harper Collins' other social media site, Authonomy, provides a way for the publisher to outsource its slush pile by having aspiring writers publish part of their work online and have it rated by others, in the hope that the cream rises to the top. BookArmy aims to be a recommendation engine for book lovers, having them rate the books they already love, and recommend others to them.

I've been trying out the new site to see how it looks so far...

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