blogs.conchango.com

Users live in the digital world, customers in the digital and physical. But acustomer is always a customer and only a user when they interact with a system. Even the word 'system' harks back to technology in its infancy, as consumers interact with more and more technology can we as a company finally put the term User to bed? And instead always ...

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 . It isn't easy sourcing the right photo to reflect the age, gender, and ...

(Quote from Richard Hamming an American Mathematician and the founder and president of the Association for Computing Machinery) As an Experience Planner at Conchango an important part of my job is gathering insight, adding value to business by finding what has escaped the sight of others. Insight is a favourite word of mine and one that is often ...

Following my recent post prior to T5 launch, it was interesting to see how the other airlines reacted to the chaos and disruption at BA, seizing the opportunity into a marketeer's dream to emphasise that not only is the airline and levels of service are key differentiators, but also the terminal from where they fly to, encapsulating the whole idea ...

  My good pal Steve Clayton posted tonight about my session at MIX and referenced an audience member, who was indeed from Otto, the company who own the Oli brand. Yes, he said that the LookBook functionality we invented and then built for them has double the conversion rate from a standard non-LookBook user on the website. And I agree with ...

Steve Clayton sent this around a little earlier in his 'Friday Thing' - always a joy! If you haven't seen this viral video and TV advert put out by Transport for London, then click through now and do the test. Steve guaranteed that you would; A) Laugh a lot B) Send it to your friends I agree.. so do the test now! It's all about whether or ...

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. After a much-needed caffeine injection and over-indulgence in fresh croissants I ...

Well, I had a great time at MIX08. The session I thought went really well, and the feedback from people who were there was really good. The session is now up at: http://visitmix.com/blogs/2008Sessions/C03/ and this is also the place to give your feedback. This is always welcome, and in fact, it's pretty much required! We always encourage brands ...

The 404 error is the most notorious of all status codes.   Four-oh-Four has hit the mainstream, becoming part of our Internet vocabulary and even infiltrating our everyday language. It’s so popular that this status code has abandoned its mates (401, 403...) for international stardom, with galleries, forums and Facebook groups hosting ...

After over a decade of dreaming up content and writing for websites, it's incredible that it was only yesterday that a website went live with a 404 page that I'd helped bring to life. Why do so few companies make an effort to help those who get lost on their websites? Or make them feel bad when they do? In a similar vein, you might also want to ...