blogs.conchango.com

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• Probing your Customer Service Proposition

  The report on the top 50 UK retailers customer services proposition is still in progress. By progress I mean that all the criteria for evaluating their proposition has been recorded and I now need to review the findings to make some sense of it. In the Read More... Posted 03 July 2008 18:01 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, interactive media, usability, ecommerce, flickr, trust, conchango

• Someone to talk to – pt I

  Momentum is building for self-service technologies in the real world. Consumers are adopting these self-service interactions and interacting less with in-store customer services. Online it's a different story as online shoppers want someone to talk to. Read More... Posted 23 June 2008 22:41 by Richard.Wand | 3 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, conversion rate, interactive media, ecommerce, trust

• The face must fit

  From user research and other customer insight I create the primary persona, Siobhan, a fictional portrait of a customer for a high street retailer I am currently working with. As she slowly comes to life I create a vivid image of this fictional character Read More... Posted 18 April 2008 16:02 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, retail, ecommerce, user research, persona, flickr

• Conchango’s motley crew take on Retail Week 2008

  Today is day 1 of the Retail Week Conference 2008. I arrived in time for the breakfast briefing, sporting a Conchango t-shirt. My trim figure barely made a dent in the XL Conchango t-shirt leaving plenty of room for a couple of colleagues to squeeze in. Read More... Posted 12 March 2008 12:42 by Richard.Wand | 2 Comments Filed under: customer experience, user centred design, user experience, retail, conversion rate, interactive media, ecommerce, conchango, retail week

• Building customer trust should be taken seriously

  A web site I once worked on has recently received a trust overhaul and is now lit up like a Christmas tree with all manner of sparkling trust-builders. Whilst the client must be applauded for their endeavour to reassure their customers and engender trust Read More... Posted 06 March 2008 22:17 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, interactive media, ecommerce, trust

• Getting to know your audience

  Kelly, 28, is a Senior Account Manager for a PR Consultancy based in Central London. She has a two-bedroom apartment in St Johns Wood, moments from Lord's Cricket Ground. She is “too busy enjoying life” to settle down but when it comes to a good time Read More... Posted 17 February 2008 22:48 by Richard.Wand | 2 Comments Filed under: customer experience, user centred design, user experience, interactive media, user research, persona

• Getting to know your audience

  Kelly, 28, is a Senior Account Manager for a PR Consultancy based in Central London. She has a two-bedroom apartment in St Johns Wood, moments from Lord's Cricket Ground. She is “too busy enjoying life” to settle down but when it comes Read More... Posted 17 February 2008 22:41 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, interactive media, user research, persona

• Where is the goddamned phone number?

  I walked in to an electrical store this weekend to purchase a Cambridge Audio Azur Receiver but couldn’t find what I was looking for. There were no sales staff around whatsoever to ask whether they had the item in stock, although a sign read ‘leave us Read More... Posted 11 February 2008 21:00 by Richard.Wand | 3 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, conversion rate, usability, ecommerce, user research

• that Warm Fuzzy Feeling

  Total Customer Experience covers the entire end-to-end experience and not just user interface design. A retailer who understands that every single touch point is an opportunity to strengthen or weaken their customer relationship advances from a transactional Read More... Posted 04 February 2008 21:26 by Richard.Wand | 0 Comments Filed under: user centred design, user experience, customer service, interactive media, user research, humanised

• Bolster Customer Confidence

  According to a new report by the Get Safe Online Campaign, one in ten online shoppers has been the victim of online fraud, each losing an average of £875. Read the full report at http://www.getsafeonline.org/ We live in a shredding culture where Read More... Posted 28 March 2007 21:04 by Richard.Wand | 0 Comments Filed under: retail, interactive media, usability, customer experience, user centred design, user experience, customer service

• Recommendations for rejuvenating flagging conversion rates

  Poor online experiences impact conversion rates. The conversion rate is a measure of the number of visitors who make a purchase directly as a percentage of total visitors. Clients generally regard this as the most important measurable metric so a common Read More... Posted 27 March 2007 21:27 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, conversion rate, interactive media, usability

• Locating the Search Box

  In a recent Design Review a client remarked that Search functionality should be positioned on the right hand side. Their reasoning is that this is what other ecommerce sites do. Search will succeed on either side providing the page is well-designed , Read More... Posted 26 March 2007 12:45 by Richard.Wand | 1 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, interactive media, eye tracking, usability

• C’mon guys – it’s time to look elsewhere

  According to a recent report men tend to fixate on areas of private anatomy. And I’m afraid it doesn’t end there. We male crotch watchers even stare at the crotches of animals! Eye Tracking measures eye movements and reveals patterns by determining Read More... Posted 19 March 2007 12:27 by Richard.Wand | 1 Comments Filed under: customer experience, user centred design, user experience, eye tracking, usability

• Daily Mail offers UK Readers an enhanced digital reading experience

  Since the first printed newspaper was published back in the 17 th century, newspaper circulation had enjoyed rapid growth establishing itself as the premier vehicle for distributing news. Technological advancements in TV, radio and the Internet has brought Read More... Posted 26 February 2007 22:20 by Richard.Wand | 1 Comments Filed under: customer experience, user centred design, user experience, interactive media, digital media, wpf

• Registration is a dirty word

  The moment a customer clicks ‘checkout’ the retailers #1 concern should be to get the customer through the checkout process as quickly and efficiently as possible. Successful checkout design maximizes purchase momentum thus reducing customer Read More... Posted 12 February 2007 08:48 by Richard.Wand | 1 Comments Filed under: customer experience, user centred design, user experience, retail, conversion rate