22 Posts about
Customer Experience

Tips from Airbnb on Designing a 5 Star Website

It’s 9:00am and you’ve just touched down in sunny Barcelona and arrived at your Airbnb. You open the door and your eyes dart around the room — lots of light, modern furnishing and most importantly, it’s clean! First impressions are good.


EVENT: Ongoing optimisation of the Customer Experience using Quant Data, Analytics and Qual Research

For our 5th workshop, we are teaming up with the expert data science team at Vertical Leap to run a session on how you can more effectively measure, identify and optimise the performance of your service for customers/users.


What Do Michelin-Starred Restaurants Have In Common With User-Centred Design?

The goal of user-centred design is to elevate products and services to create high-quality experiences for those who interact with them. Businesses are increasingly recognising that they can no longer look at users as transactions and are now focusing on delivering great service at every touchpoint.

From working as both a sommelier in a Michelin-starred restaurant and as a UX designer, I’ve thought a lot about how these experiences relate. When considering what is ‘good’ service, Michelin-starred restaurants set the benchmark. They are defined by their service and exude the traditional notions of what excellent service means.

As it turns out, many of the principles of hospitality are universal and translate well to those working in user-centred design…


4 Usability Tips From ‘Don’t Make Me Think’

Steve Krug’s ‘Don’t Make Me Think’ is still one of the most respected books about web usability, nearly 20 years(!) after its original publication. Some might even argue it’s more relevant today than ever, especially given the number of sites and apps there are in the world.


Designing Chatbots: A Guide

When people think “chatbot”, it’s often not in a positive way. People conjure up images of themselves frustratingly sat by their laptop, as the conversational UI they’ve been speaking to replays the same error message over and over again. And that is certainly the case sometimes – chatbots designed by Facebook for their Messenger platform had a 70% failure rate only last year – but it doesn’t have to be.


Ten Things You Need To Know About Open Banking

Open banking launched in the UK earlier this month and is set to shake up the financial services industry as we know it. But how will it really affect customers and service providers?

Here’s the ten things you need to know about open banking…


Inclusive Design Isn’t a ‘Nice-To-Have’ – It’s a Necessity for Innovation

‘Accessibility’ doesn’t sound very sexy. At best, it feels irrelevant to many and is seen more often as a box-ticking exercise or ‘nice to have’, rather than a necessity. But that viewpoint couldn’t be more wrong.


User Perception Vs. Reality in Voice Controlled User Interfaces

Although they’ve been on the market for a while now, there was a huge push from Amazon and Google to get their ‘smart’ assistants – the Echo and Home respectively – in to our homes and lives this past Christmas, and Voice Controlled User Interfaces (VCUIs) / Conversational Agents (CAs) have been mentioned on countless blogs and sites as key trends to keep an eye on this year – including our own. The purpose of both the Amazon Echo and Google Home is to make our lives easier… but do they really?


2018: What’s In Store for UX?

Over the past year, we’ve covered a huge range of topics on our blog – from Bitcoin’s user experience issues to chatbots to how human-centred design could change politics. But what will we be talking about in 2018?

We decided to bash our Bunnyfoot heads together to predict what we think will be the key trends to be aware of over the next year when it comes to implementing a user experience – and how to make them a success.


A Straight Forward, Straight Talking Guide to Mental Models

You may have read up on mental models and still be left thinking, eh? We’re not surprised; there’s lots of explanations out there using flowery language that makes it all sound rather convoluted. But the thing is, mental models shouldn’t be complicated. At Bunnyfoot, we like to practice what we preach. So, here’s a straight forward, straight talking guide to mental models.


About Bunnyfoot

We are psychologists, interaction and design experts, researchers, usability specialists. We cover Web, software, mobile, print, service design and more.
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