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Posts in Customer Experience

Amex woes highlight common PDF accessibility problem

Recent reported accessibility problems with American Express' web statements exemplify a common challenge for financial service websites and those reliant on PDFs.

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10 things M&S can do better online

Marks & Spencer revamped its website last year, and enjoyed a successful Christmas online, increasing its web sales by 78% in the 13 weeks to the end of December.

The M&S website scored badly in a usability study last year though, so there may still be room for improvement to the user experience.
 

We've identified 10 areas of the site that M&S may want to take a look at...

M&S homepage

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Siemens ranked as top corporate website

German firm Siemens has the best corporate website, while eight of the top ten websites are those of European firms, according to a study of 75 top company sites.

The FT Bowen Craggs Index looked at the effectiveness of corporate websites, and finds that more of these firms are now taking their web presence more seriously.

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How to handle out of stock items

One guaranteed way to disappoint your customers online is to have them search and decide on the product they want to buy from your website, only to find that it is out of stock.

Visitors who find that an item is unavailable to buy are likely to form a bad impression of a retailer, and seek to buy the item from a competitor, so what is the best way to handle this problem?

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Usability or user experience - what's the difference ?

The study of the relationship between people and technology has been called a variety of names over the years - from computer ergonomics, human computer interaction and usability to, more recently, human-centred design and user experience.

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Modernista - ad agency 2.0 or BS 2.0?

The recent relaunch of an ad agency website has attracted quite a bit of attention.

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Travel websites need to improve usability - study

There is plenty of room for improving the user experience of some of the UK's top travel websites, according to a new usability study.

Webcredible's Flights Online study looked at the flight search and booking process on 20 travel agent and airline websites.

The highest scoring website was Opodo with 67%, while Monarch came off worst on 38%. On average, travel agent websites were more usable than the airlines' sites.

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BBC website revamp continues

The BBC has followed up the launch of its new homepage last month with a redesign of the news and sport sections of the website.

BBC news revamp

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Yahoo targets female web users with Shine

Yahoo has today launched Shine, a new site which is taking aim at women between 24 and 54.

Yahoo Shine

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5 ways campaign websites can enhance their online presence

Leon Bailey and Jonathan Hirshler look at how five of the UK’s most popular campaign groups can enhance their online visibility and presence. 

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Amazon.co.uk gets a revamp

Amazon has unveiled a new design for its UK site, with a new homepage and navigation system.

New Amazon.co.uk design

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ITV to relaunch its online video player

ITV's online catch up TV offering will be revamped in an attempt to compete more effectively with the BBC's iPlayer.

Though ITV launched the service months earlier than the iPlayer, it has quickly been overhauled by the BBC's offering. Around 11m videos were viewed via the iPlayer in January, compared with just 2m for ITV.com  

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