Posts in Customer Experience

How NOT to handle out of stock items

There are a number of ways for etailers to handle the problem of unavailable items, from not displaying the products at all, or offering customers alternatives.

In last year's Online Retail 2007: Checkout Special report, we advised that customers should not be allowed to begin to purchase items that are out of stock, as this can frustate customers.

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Government websites criticised for lack of usability

A new study has been critical of the quality and accessibility of UK government websites.

The report (pdf), by the Public Accounts Committee, finds that the public sector has some work to do on the usability of its websites - which it says have barely improved since 2001.

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Site comparison: Comet v PC World

I've been looking for a new laptop lately and have been doing my research online at a number of sites.

Two of the best known are PC World and Comet, so how do they measure up?

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Yahoo plans to be more social

When one looks at the landscape of the social networking market, it's apparent that most of the major internet companies (Google, Yahoo, Microsoft, etc.) have been left behind in one way or another.

Despite the fact that they have a presence in the market, all have played catch-up more than they've led and none has been able to fully cash in on one of the most hyped internet trends ever.

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Guardian launches new Web 2.0 sports section

The Guardian's ongoing site redesign continues this week with the launch of an all new sports section, complete with embedded video and enhanced photography.

Guardian sports site

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Site review: Daily Mail redesign

The Daily Mail launched a new beta version of its website last week and is running it alongside the current layout so users can provide feedback.

We've taken a look at how it shapes up....

Daily Mail beta site

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Optimising e-tail for all sorts

Whether you are a new entrant to e-tail or an old hand with large sales volumes, the right content optimisation strategy is vital in order to effectively leverage multivariate testing tools within your organisation.

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How can you help promote RSS Awareness Day?

The number of people using the web is increasing every day, but the adoption rate of RSS as a technology is still way down at 5%.

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Email unsubscribing: a worst practice example

Email users are more than ready to hit the 'report spam' button for emails they no longer wish to receive, spam or not, so making the unsubscribe process quick and easy is essential.

Still, some email marketers have yet to take this on board if the following example from Real Networks is anything to go by.

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Twingly - a 'spam-free' blog search engine

Twingly is a new, European blog search engine which has just launched in beta. It aims to beat its rivals by providing "spam-free" results.

Twingly blog search

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Are you coping with Universal Search?

Google has evolved its search results to include images, news, recent blog posts, videos and related links.

Let's build a quick to-do list to spruce up your site for Universal Search.

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What drives your strategy for web design?

I read an interesting article on usability and user experience posted recently on this site by Tom Stewart, the Chair of the sub-committee of the International Standards Organisation (ISO), which is responsible for the revision of ISO 13407, the international standard for Human Centred Design.

We are in the process of redesigning our site for a new platform being developed for release later this year, and the aforementioned article got me thinking about the planning for the design of a website.

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