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Posts in Customer Experience

Horrible websites 'becoming less common'

A new study from Jakob Nielsen suggests that average returns from usability work have fallen "substantially" in the last few years.

The average ROI from the projects surveyed was 83% - down from 135% six years ago, but high enough to show that they are still well worth the effort.

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Q&A: Future Platforms’ Sergio Falletti on mobile usability

Here, we speak to Sergio Falletti, director of mobile app specialists Future Platforms about the challenges and opportunities of mobile website design.

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How to measure online branding campaigns

In an industry so accountable and measurable, it seems that some are using the excuse of delivering “brand awareness” to avoid the need to prove results.

Now P&G, one of the world’s largest advertisers, has spoken out for the need for change in the internet marketing industry.

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Happy holidays start with great user journeys

Online marketers have long been focused on acquisition and traffic metrics. The key to staying ahead lies in the deployment of more sophisticated tools and techniques to boost income from landed traffic.

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Whistles - a user experience review

Fashion boutique Whistles recently launched a transactional website, and we've taken a look from a user experience perspective.

Whistles homepage

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More great website optimisation tips from Future Now

It is vitally important for etailers to constantly monitor their websites, looking for ways to improve the user experience, with the aim of increasing conversion rates.

With this in mind, the good folks at Future Now have just released a white paper (registration required) with some useful optimisation tips for website owners.

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Usability problems with National Express

I've just been trying to book train tickets via National Express' new booking site, and have experienced a number of major customer experience / usability issues.

National Express rail tickets

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Five bad web advertising techniques

Despite a number of surveys that have shown exactly what web users think of pop-ups and other intrusive advertising techniques, advertisers and publishers persist in using these ads.

For instance, The Times, Guardian, and Telegraph all allow either pop-ups or overlays on their websites, which can have a negative impact on the user experience. It's amazing that we still see so much of this sort of thing, in 2008.

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Q&A: Matthew Bottomley, Head of Strategy for Yell.com

Yell.com launched another revamped version of its website last month, just months after launching a new homepage (May 2007) and about a year since it last rolled out a new site. 

We caught up with Matthew Bottomley, Head of Strategy for Yell.com, to find out the reasons behind the relaunch, and what the future holds for Yell, and local search in general...

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A brief history of Poking

If you waited until Facebook launched and opened their doors wide before you started poking your pals and professional colleagues online then you may have waited longer than you needed to.

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Jakob Nielsen: "Web 2.0 can be bad for business"

Businesses should beware of adding too many Web 2.0 features to their websites, and instead concentrate on getting the basics of user experience right.

This is the view of web usability guru Jakob Nielsen, who argues in his latest post that, while features like user reviews can benefit consumers, others can make sites overly complicated.

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BBC opens up iPlayer

The BBC last week made a streaming version of its iPlayer available for the Windows, Mac and Linux platforms.

BBC iPlayer

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