41 Posts about
Customer Research

Designing for uncertainty: How do you visualise human nature?

In this blog Bunnyfoot consultant Steph Marsh describes her involvement in a participatory design workshop which aimed to find effective ways of analysing and visiualising large amounts of data:

I recently had an opportunity to assist in a user-centred design workshop with a group of academics in the early stages of a long-term research project. They’re looking at effective ways of analysing and visualising (graphically represent) data about populations and their emotions.

It’s important to focus on what people do, not what they say: an example

We recently did usability testing for an organisation about which people have divided opinions – largely depending on their politics. For a few people (with initial negative impressions about the organisation), even after completing tasks with ease and efficiency they went on to slate the site and everything about it.

40% of Customers Don’t Know that Google Adwords are Adverts

25th February 2013 - This post has 1 comment
Posted by in Brain Bites: 2 Minute Insights
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We were testing aspects of the digital customer experience as part of end-to-end customer experience research for a well known insurance company. During these tests we noted that the vast majority of the customers (81/100) clicked on Google Adwords rather than the natural search results.

The size of this bias was little bit surprising, but what was even more surprising were the reasons behind this behaviour

Is Market Research Precisely Wrong?

There is a fundamental problem with most market research. David Ogilvy, the ‘Father of Advertising’, recognised it:

“People don’t do what they say, don’t say what they think, and don’t think how they feel.”

Traditional methods of market research focus on what can be gleaned from the conscious mind largely because until recently the tools to investigate the subconscious mind were not readily available.

Bunnyfoot conducted a comparison study of an award winning national advertising campaign that clearly shows the difference in conscious and unconscious responses to advertising. We tested the creative with 30 appropriate people recruited via in-street intercepts.

How are people engaging with the ‘First Social Olympic Games’?

Olympics logo and socail media iconsLondon 2012 has been touted as the first ‘Social Games’. Social media is an important part of the BBC’s broadcasting and LOCOG’s engagement strategy – but how are people actually using Facebook, Twitter, YouTube and online

What Olympic volunteers teach us about designing for the human mind

3rd August 2012
Posted by in Brain Bites: 2 Minute Insights

Olympic volunteersThis week I was fortunate to visit a few sessions at the London Olympics (and even witness a GB gold!). Apart from the trials and tribulations of actually trying to get a ticket (let’s not go there), I found the whole experience very positive – from a user experience perspective that means high scores in effectiveness, efficiency and satisfaction.

There were many factors that contributed to this experience, but one of them which seems to get almost universal spontaneous postitive comments is the level of friendliness, cheeryness and helpfulness of the ‘games makers’ – the volunteers who show you where to go, help you with information, keep you from getting run over etc.

Designing for human behaviour -the top 10 things you need to know about people

(Notes from the UK Usability Professionals’ Association workshop with Dr Susan Weinschenk)
We often attend events and network with other experts in the usability and user experience profession. I recently attended a workshop organised through the UK Usability Professionals’ Association and thought it would be useful to share my notes. In this workshop Susan Weinschenk (a well-known consultant and author from the US) presented her ten principles for engagement. These principles are a really nice summary of considerations that we consider every day when designing interactive experiences.

Boden share their experiences of international user centred design with a live Q&A

The work we have done with Boden is a shining example of how user centred design is a key tool designing an integrated marketing message across all communications. It encompassed the entire journey through catalogue and email, right through to the website checkout design and prototypes for the mobile web. They have come away with a deep understanding of how different cultures shop online, how language can make a key difference in persuading people to buy and how design can move people seamlessly through a journey to the checkout. Boden are currently making their way through our prioritised recommendations for improvements, based on their key audience insight, and testing each change as they go.

Your guide to UX personas and how to use them

8th June 2011 - This post has 2 comments
Posted by in Tools and Resources
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Personas. You’ve probably heard of them and maybe you understand them, or maybe you don’t. That’s OK – these little chaps seem to receive a lot of attention and yet we are frequently asked by our clients what they actually are.

They are a key part of ensuring you stick to your user centred design principles. This post will hopefully give you a bit of an overview of what a persona is and isn’t, how we’ve used them and why you should too. There are also some suggestions for further reading at the end if you’d like to get your teeth sunk a little deeper into this topic.

Creativity without considering usability


image of two sets of tires, one set being creative square tires, the other normal round ones.

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