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Posts in Customer Experience

Using Web 2.0 to harness innovation in your organisation

Web 2.0 means different things to different people, yet it isn't just about the web, but is also about how your organisation works. Think intranet, as well as internet. Does your organisation work in a 2.0 way?

At the moment there seems to be three primary focuses around Web 2.0:

1) there are the technologists who are figuring out new technologies (there are many libraries and frameworks out there already).

2) there are the marketers and entrepreneurs, who are trying to figure out how use new 2.0 technologies and principles to generate profits, or help empower consumers (call them business people for now) in some way.

3) and finally, there are the users, who are increasingly using and enjoying the results of these new technologies. 

But how does all that filter into your organisation in a useful way, feeding into your own innovation cycle?

5 comments

Ajax driven London Tubes route finder

David Tran has launched an Ajax driven route finder widget for London tubes, with Rails driving the backend.  And it works pretty much as it says on the tin too!

1 comment

“One Word Equity” – what is Saatchi on about?

Last week Maurice Saatchi did an interview with the FT talking about the “strange death of modern advertising”. According to Maurice “Sometimes I feel as though I am standing at the graveside of a well-loved friend called advertising”.

I’m not sure many of us would mourn the death of advertising, but his solution? “One word equity”. Mmm… sounds like a very expensive ad campaign is required to achieve that…? What is he on about?

2 comments

IAB's new research initiative misses the point

The Internet Advertising Bureau (IAB) has launched its latest initiative to understand more about the online behaviour, in a bid to provide advertisers with “a holistic understanding of what, where and how people are accessing the internet”.

The Holy Grail for the IAB is to provide “a single online planning currency” for marketers, to help them “plan their online brand campaigns against traditional media”.

The IAB has teamed up with National Readership Surveys (NRS), which will add an online element to the 3,000 face-to-face interviews it does each month with random consumers: “Areas covered in the study will include; demographic information, frequency of internet usage, where people are going online and how they are accessing the internet - for example by PC or through mobile devices.”

The trouble is, I don’t think this is what online media planners need...

2 comments

Is Fjax the best use of Flash ever?

When the big tech brands like Amazon start using Ajax to improve their user interface you know the tipping point has been reached. So how long will it be before the great and good embrace Fjax, aka ‘Ajax 2.0’?

2 comments

Web 2.0 is changing the content battlefield

It used to be that there was this top down content pyramid in operation (operated by traditional media and the big online players), where the quantity and quality of news / content was controlled by relatively fewer organisations. 

This is changing rapidly, becoming flatter and more diverse (we’re not really interested in the why’s right now), which can either be seen as an opportunity or a threat. Organisations that embrace this change are going to benefit (think Murdoch buying MySpace), so the question then becomes how one capitalises on the opportunity...

Let's look at some of the key strategic issues to consider.

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RSS strategy - full-text vs partial-text, round 2

In an article about RSS earlier this week I explained that there is no single rule of thumb when it comes to your RSS strategy.

A number of experts have suggested that the only sensible way to embrace RSS as an organisation is to launch full-text feeds, allowing RSS subscribers to read the whole story (or other message) within their RSS feed reader.

Yes, full-text is the first rule of RSS. But rules are there to be broken. Full-text simply doesn’t work for everybody, for a number of reasons.

2 comments

Starting out with an RSS strategy

RSS is an alien concept to many marketers, so RSS strategy is pretty much off the radar for the vast majority. The trouble is, there are mixed messages being sent out by the experts, so it is hard to know where to start.

It is just like usability. Jakob Nielsen believes in a rules-based approach. Jared Spool does not. So who do you trust?

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Search Box E-Commerce Design Pattern

How difficult can it be? It's only a text box and a button, after all.

It is, however, its very simplicity that makes the search box such a great example of the power of design patterns.

What can go wrong when we design a search box (what are the antipatterns)? What are the key elements of best practice in the design of a search box that enable us to avoid these pitfalls? And how many e-commerce search boxes comply with all aspects of the design pattern that we've just developed? For something so apparently simple, it comes as a bit of a surprise that the answer to that last question is none!

6 comments

E-Commerce Design Patterns – who needs them?

E-Commerce directors? E-commerce managers/team-leaders? E-commerce team members? Consultants/agencies? Online shoppers? Or how about all of them?

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Design Patterns Defined

"E-Commerce Design Patterns are a distillation and summary of best practice, that can be applied quickly and effectively to create a variety of specific design solutions"

This is how we've defined design patterns. In this post, we explore in what way design patterns are 'patterns' and then tease apart our definition to compare each part with the definitions other design pattern experts have used.

3 comments