The Blog
What we think about Customer Journey, User Experience, Psychology and Human-Centered Design.
Different Customer Journeys for Fridges, Flowers and Frocks
The idea that there might be a standardised customer journey is exasperating. Different customer journeys are taken for different products.
Broken Customer Journey – HM Revenue and Customs
Attempting to pay Tax & NI online started with some great design, but ended in a disastrous customer journey.
How To Create a Buzz By Moving Chairs Around
Make a conference experience feel sold out, full, exclusive, buzzy by moving a few chairs…
Just Five Seconds To Decide
We often don’t think that hard to decide. Now we can test what we see in five seconds.
Usability Driven Off Track by Jakob Nielsen
Different perspectives on usability idea can drive it away from its initial trajectory and lose its richness.
Five Tips to Increase Conversion Rate Through Usability
Sometimes it’s good to have some straightforward tips to improving conversion through good usability.