5 Posts about
E-Commerce

8 Ways You Can Build Trust Through Design

A couple of weeks ago, I attended a meet-up in London run by the Service Design Network, where we discussed how we can improve the way we design for those who are vulnerable, as well as how to build trust through design.

Building trust is not an easy task – but if businesses aren’t able to achieve it, or lose it, the results can be fatal (you only need to look at the recent news about Facebook to grasp the impact that loss of confidence can have).


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…


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


Boden and Bunnyfoot work together to take customer experience to the next level across European and US markets

Boden the international fashion retailer is to enhance online customer experience by gaining insights from watching the real behaviour of its customers whilst they use the current Boden site and also some new innovative prototypes.


Making your customer experience amazing can change lives

We had a guest speaker come in to talk to my Brownie Guide group on Monday for their Disability Awareness Badge. In a wheelchair at 21, Anne has gone on to become a successful solicitor who has sailed the Atlantic well before the internet was established. But Anne has offered me a view about how making experiences amazing, beyond simply functional, is the key to her living her life to the full.

We talked about Christmas shopping, working from home, sources of information to improve life with a disability and how charities are behind the times with technology. Nowadays, with the technology available, Anne can be just as able as I am, but she is also more bound to using it than I am. Focussing on just Christmas shopping, this is when it really drills home that when you make an effort to make an experience amazing for your customer, for some you are massively enhancing the quality of their life.


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