Posts in Customer Experience

Boots improves website (as recommended!)

I wrote a post a few months ago that listed a few criticisms of the Boots website, which contained a number of usability and design flaws.

The website has been much improved recently and we're now singing from the same hymnbook, although one or two notes remain out of tune...

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How to handle checkout errors

When going through the checkout process, customers in the process of paying for items are bound to make a few mistakes here and there.

The key here is to handle these problems smoothly, enabling customers to correct any errors they make without causing unnecessary frustration.

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Fast and easy - web application design tips

This past weekend, the New York Times published an interesting article.

In it, Matt Richtel and Ashlee Vance discussed the computer industry's plans to offer PCs that boot up more quickly.


20 ways to delight your customers in 2009

In 2009 many companies will struggle against a tide of negative consumer sentiment, driven by the economic downturn. It’s looking like the days of free and easy spending are over, for now.

In startupland the losers will most likely be those with low reserves of cash, but what about the established e-commerce heavyweights? Which e-commerce companies will fare better than others, and which ones will be hardest hit? And what can they do about it?


Site review: Amazon Windowshop

Online retail behemoth Amazon recently launched, which offers a new way to browse through items from its main site.

Amazon Windowshop

Other than looking quite nice, does this new tool offer any extra value to Amazon's shoppers? 

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ITN plots news on Google Maps has started using Google Maps technology to pinpoint news stories for users based on their current location.

ITN news Google maps mashup

The mashup is the result of a partnership between ITN and Google, using Google's 'Gears Location API' which pinpoints a user's mobile or wi-fi access point and serves news based on that location.

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High street retailers up their game on usability

A study of twenty top high street retailers shows some welcome improvements in usability standards.

There are clearly still a few issues to be addressed, but Webcredible's Online High Street report (email required) gives retailers an average score of 67.7%, up from a fairly miserable 57% last year.

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Charity search engine incurs the wrath of Google

Charity search engine has become the latest victim of the dreaded Google penalty, having been relegated to number 60  in the search engine for its brand name.

Will Critchlow has covered this on the Distilled blog, seeing no particular reason for the penalty, and speculating that the fact that Everyclick is a search engine may have something to do with it.


Email Usability – clearly we are no further down this road

I had my attention drawn recently to Jakob Nielsen’s latest post on Alertbox, entitled ‘Transactional Email and Confirmation Messages’.

In his article, Nielsen reports on his findings from a research study into the usability of confirmation and basic trigger emails. 

His conclusion is that, from a usability perspective, they are, in general, shocking (my word, not his!). 


Is your design clear or confusing? Eye-tracking can tell

Websites that have strongly invested in building traffic should be able to capture and focus people’s attention once they arrive.

However, eye-tracking analysis shows that this is not always the case.


Site review: Webtogs

Webtogs is an e-commerce startup that launched in 2007 and focuses on outdoor clothing and equipment.

Webtogs homepage

I've been taking a closer look at its website, as well as talking to Webtogs co-founder Philip Wilkinson about the design, and how the business is doing nearly 12 months after launch...


Q&A: Wayne Robbins of social shopping site Tribesmart

I reviewed social shopping site Tribesmart last month and, though it needs to add more users and products to become a valuable resource, it is a well designed and very usable site.

The site was set up by Wayne Robbins and Michael Pratt, who also run digital agency Iconography. I talked to Wayne to find out a bit more...