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  • Disabilities: It’s too much talk, not enough walk

    Public awareness of disability has been heightened by the release of The Theory of Everything. The film, which tells the story of Stephen Hawking, has become an Academy Award winner and grossed $35 million in earnings so far. For these reasons, we could assume we...

  • Email communication: Why getting your customers to open an email is not everything

    When it comes to communicating changes to products and services, emails are one of the most established communication tools that businesses count on (Roberts & Zahay, 2013). However, with people on average predicted to receive 125 such emails in their work inbox in 2015...

  • An overview: Customer journey maps

    Above: Experience map from Hostyn 2010 In a previous article, I talked about how UXers no longer design a standalone product. Rather, we design services. Effective service design is all about the customer experience and involves analysing enormous amounts of data collected through ethnographic studies...

  • 10 guidelines for designing the onboarding experience

    We’ve recently conducted a fair bit of user testing focused on how to best teach users about new features and functionalities in apps. We call the process of easing people into using an app (or a website for that matter) onboarding. It has become...

  • Why robust research methodologies are still important in Agile development

    We all know the digital landscape is changing at an ever-increasing rate. But how does that impact the quality of the products and services being developed – at least relative to what their potential could be? It’s an interesting question, and one that is...

  • What not to do in lean UX research

    A lot of buzz seems to have been created around lean UX and it has not stopped with that. We have been receiving lot of interest to do lean UX research and that is a good indicator that it is gaining inroads.  The idea...

  • 3 steps to designing a great customer experience

    Ever wondered how to go about creating the best customer experience possible? In this post we share with you the approach we often adopt when helping clients. 1. Discover what the experience is like today A crucial first step, the client should reflect on...

  • Writing for the web: What you need to know

    People tend to invest a lot of time (not to mention money!) into website design and development. Meanwhile, website copy often gets overlooked. As a former web copywriter for a large Australian online store, I can tell you the importance of good copy. Good...

  • The first commandment of good UX: Know thy users!

    We recently completed a project for a client which at first appeared to be a fairly typical project: they came to us and provided us with a site to test, talked us through the potential problems they believed the site had, told us who...

  • The difference between UX and CX

    What is the difference between the User Experience (UX) and Customer Experience (CX)? Although both have evolved to become two recognised disciplines, they share the same goal: creating a better user/customer experience. For this reason, UX and CX share a lot of similarities. It...

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