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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

• 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