Posts in Customer Experience

Eye-tracking 2.0: it's about users, not science

Eye-tracking has been used in web design for many years. However, the widespread preconception is that it takes PhD skilled technicians - plus long consulting hours - to make any sense or use of people’s eye gaze data.

The value from eye-tracking has been directly related to consultancy skills, but shouldn’t it be more about real users?


Online advertisers! Stop shouting at me!

There are a number of very irritating advertising techniques still used on the web today. Pop-ups, overlays and site intros are all highly annoying, but for me the worst ads are the ones that play sound as soon as you visit a web page.

I seem to be noticing this a lot more recently, and it isn't limited to low rent websites or brands. A bunch of well-respected sites regularly allow this, despite the fact that it makes visitors aim for the Back button.

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Arena Flowers’ Sam Barton on web design and development

Online florist Arena Flowers has had quite a lucrative time since its launch in late 2006.

The site says it generated £2m in revenues in its first year, helped by a strong focus on SEO, a bespoke e-commerce platform and a Facebook app that provides 15% of its traffic (albeit at lower conversion rates).

Here, head of design and development Sam Barton talks about its web strategy and plans for the future.

Arena Flowers homepage


Do you make these user experience mistakes?

Online retailers and other website owners still have plenty of room for improvement, as some are still guilty of some avoidable usability problems.

Jakob Nielsen recently said that terrible websites are less common now, but an investment in improving user experience can still pay off, with average ROI around 83%.

We list ten common usability problems found on all kinds of websites...

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Ten things Amazon can do better online

Amazon is one of the great e-commerce success stories, and we often use the site as an example of best practice. But what can it improve?

The site's usability isn't perfect but users have become familiar with the way it works, and Amazon won't want to mess with a winning formula. It's the same story with eBay. Change isn't so easy once you achieve scale at a global level.

Nevertheless we've spotted some areas that could be improved upon...


Fight Club: BBC iPlayer vs ITV's Video Player

According to figures quoted in The Guardian this week, ITV's online video player has been losing traffic, while the BBC iPlayer has grown rapidly since its official launch last month.

ITV's offering beat the iPlayer to market, launching a 30 day catch-up service back in June, so why has the BBC overtaken it so quickly? Let's take a closer look at the two services to find out...


Ten ways to improve your conversion rates

There are many factors that can affect a website's conversion rate, from obvious, common sense problems to issues that require more detailed analysis.  

Sometimes little things can make a big difference - we present ten tips to up your conversion rates:


LinkedIn gets a new homepage

Professional social network LinkedIn has launched a series of changes to its homepage and added a new system of navigation.

LinkedIn homepage


BBC launches new Web 2.0 homepage

The BBC today launched the new drag and drop-tastic version of its homepage, packed with Web 2.0 features and the ability to customise content.

New BBC homepage


How to plug leaks in your shopping basket

Stats suggest that the average abandonment rate for shopping carts is around 60% and that 12% of these customers bail out before reaching the checkout stage.

Many customers may have simply added items to their shopping basket for comparison purposes, which is something etailers cannot control, but others may well be abandoning them due to problems which can easily be fixed.

Here are ten tips on how make the process as easy as possible for customers:


Northern Rock: 10 things it can do better online

We're all Northern Rock 'shareholders' now, thanks to its nationalisation earlier this week.

So we've done our bit and had a look at its website for some suggested improvements...


How to improve your website's credibility

Customers tend to make snap judgements about whether they can trust your company by looking at your site, so it's important to give the right first impression.

As many people still have concerns about shopping online, your website needs to appear as credible and trustworthy as possible.

Here are some tips: