Posts in Customer Experience

Ten things Ryanair could do better online

Budget airline Ryanair made an online PR gaffe yesterday (or at least some of its staff did) by its petulant response to the exposure of a bug on its website by a blogger.

Taking our cue from Jason Roe's post on Ryanair's usability error, I've been looking at some other ways that the budget airline can improve the user experience on its website and perform better online.

Ryanair homepage

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Google changes AdWords display URL policy

Some Google AdWords advertisers are probably not having the best Monday.

Last Friday, Google announced a change to the AdWords display policy: all display URLs within each ad group must have the same top-level domain.

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How to spoil your checkout process

I looked at VistaPrint's checkout process last month, and found it one of the most annoying and complicated ones I had ever seen, but now I have found a checkout to rival it.

Like VistaPrint, domain name registration company GoDaddy overcomplicates its checkout process by adding a ridiculous amount of cross-selling options that are sure to annoy all but the most determined customers.

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Friends don't let friends autotweet

The more I use Twitter, the more I've noticed an annoying phenomenon: the autotweet.

What are 'autotweets'? They're tweets sent in an automated fashion, usually through websites connected to Twitter via the Twitter API. The purpose of autotweets: to alert followers to new content posted on the Twitter user's website.

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Mobile site review: Sccope

I wrote an article about the quality of shopping comparison sites on mobile a few weeks ago, and was disappointed by the quality of most of them.

Reevoo and Kelkoo both had useful iPhone versions, and Reevoo has further improved its app by adding price information and transactional functionality, but most were less useful than they could have been.

I've been looking at another entrant into the market, Sccope, as well as talking to CEO Douglas Orr.

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EEG: cracking your clients’ sub-conscious

Whatever the amount of expert advice you seek or in-depth research you conduct, it can sometimes feel that pinpointing why some online experiences are successful with your customers and some are not requires nothing short of a mind-reader.

Now there is a pioneering neuroscience technique that has been recently developed which, in the right hands, just might have similarly magical implications for internet marketers and e-commerce professionals struggling to unlock the true potential of their online channel.

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River Island finally ditching Flash site?

FlashRiver Island is one of the only high street retailers which hasn't significantly improved its e-commerce offering over the past couple of years, and still retains an all-Flash website.

I have been wondering for a while when River Island would look to improve the site, and Paul Rouke of PRWD has a few answers after attending a Q&A with CEO Richard Bradbury last night.

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Nielsen - websites need mobile versions

mobile website usabilityThe mobile user experience on most websites, even when accessed on the best devices, leaves a lot to be desired, and companies need to optimise their sites for the small screen.

This is usability guru Jakob Nielsen's verdict in his latest Alertbox column, and having accessed a lot of websites on mobile recently, it's hard to disagree with this point of view.

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Mobile site review: LoveFilm

Mobile site reviewDVD rental company LoveFilm launched a mobile version of its website earlier this month, allowing users to browse through titles, read news and reviews, and view trailers.

The site is not fully transactional yet, though this is something that is planned for the future, but it does provide an opportunity to promote the LoveFilm service to mobile users, as well as providing advertising space.

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How to lose respect and redirect users

Dale Carnegie's book, How to Win Friends and Influence People, is one of the best-selling self-help books ever published.

One might suspect that Justin.tv, an online video startup based in California, is writing its own book, How to Lose Respect and Redirect Users, after it was discovered that the company is redirecting its users to porn sites when they search for certain keywords.

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Site review: Fly.com

Having paid a reported $1.8m just for the domain name, TravelZoo has launched a comparison site for airline tickets, Fly.com, this week.

Providing an excellent user experience on travel websites is vital, given the complexity of the product on offer in terms of different flight options and the quantity of results, so how does Fly.com measure up?

Fly.com homepage

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Mobile app review: Telegraph on iPhone

The Telegraph released an iPhone app last week, the first to be developed by any of the UK's newspapers, though others will surely follow. 

In an area where few of the UK's newspapers excel, The Telegraph had one of the better mobile versions of its site, so has it managed to create a decent iPhone app?

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