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  • Thinking | Foolproof
    what this might suggest for Banks about experience design strategy Tags Financial services Experience design UX strategy Redesigning business culture and thinking around the customer By Tim Loo 21 Oct 2013 This post contains Tim Loo s slideshare presentation from UX Strat 13 where he discussed the challenges and opportunities for UX strategists in redesigning organisational attitudes and thinking around the customer Tags Brand marketing Experience design UX strategy What is user experience strategy By Tim Loo 26 Jul 2013 More and more major brands are looking at user experience as a sustainable source of competitive advantage But to realise this goal UX thinking needs to be joined up across a business Tags Brand marketing Experience design UX strategy UX Strategy and the Age of Alignment By Tim Loo 22 May 2013 UX Strategy can help big organisations overcome their obstacles to providing a great user experience This article explores the four pillars of user experience strategy that together are crucial in facilitating alignment and a common sense of purpose within businesses Tags Brand marketing Experience design UX strategy Lean UX when Jeff met Foolproof By Tim Loo 18 Apr 2013 Jeff Gothelf author of Lean UX Applying Lean Principles to Improve User Experience visited our office to talk about his book and all things lean UX Here s a taste of what we chatted about Tags Foolproof news Redesign your business for your customers By Tim Loo 06 Nov 2012 UX strategy can provide a long term plan that aligns every customer touch point with your vision for user experience This can make your whole business more customer centric and help achieve a measurable increase in commercial yield Tags Brand marketing UX strategy Top 10 world changing innovations By Tim Loo 04 Oct 2012 Top 10 list of the most significant innovations which have meaningfully changed the expectations and behaviours of people business and society in the last 10 years Tags Foolproof news The digital multi channel challenge By Tim Loo 20 Mar 2012 At a recent UX roundtable we invited UX leaders from banking telecommunications gaming and FMCG for a lively discussion around the digital multi channel challenge Tags UX design thinking Q A Brand experience UX strategy By Tim Loo 04 Jan 2012 Following his webinar The Brand Experience Gap Tim Loo answers questions on brand experience UX strategy and creating cultural change in big organisations Tags Brand marketing UX strategy Customer experience the new marketing battleground By Tim Loo 11 Nov 2011 In this week s Marketing Week Mark Choueke writes with absolute conviction that businesses and brand must conquer customer experience to survive and thrive Tags From UX London It s all us By Tim Loo 13 Apr 2011 Alan Cooper s excellent presentation at UX London It s all us talked about how creating the model or balanced team for software development was primarily about vision organisational design and culture Tags More UX London Redesign must die By Tim Loo 13 Apr 2011 Many

    Original URL path: http://www.foolproof.co.uk/thinking/?author=2547&authorName=Tim+Loo (2016-02-14)
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  • the past decade digital banking in the little red dot has evolved from basic online banking to customer engagement on social media to mobile payments Some banks have even begun to incorporate design as a differentiating factor for business Yet bank websites remain nothing more than sales channels saturated with products intent on acquiring customers instead of retaining them Through an expert review of 9 domestic and international banks in Singapore as well as 14 depth interviews with shoppers we investigated how retail customers shopped for banking products online to better understand What information they expected to find What criteria was used to decide on banking products Whether their existing banking relationships affected the decision making process If bank websites helped or hindered the shopping process While banks with strong digital strategies such as OCBC and Standard Chartered performed better in our study we found that no bank currently has the brand strength or online customer experience that can guarantee long term loyalty Given how it is more effective to grow existing customers most banks miss a significant opportunity to be their customer s first choice for a new product need The rewards will be immense for the first bank to successfully rise to this challenge and deliver a significantly better user experience Click here to view Singapore banking benchmark report 0 0 20 0 Related content Here s a selection of other articles you may like from the frontiers of user experience or view all in Thinking Next Bank Asia Singapore By Keynes Yeo Near field communications is it finally time By Tom Wood Why retailers in Asia need to get smart about digital design By Keynes Yeo Customer experience Financial services Samantha Yuen Unlike many of my colleagues I spurned a design degree in favour of hospitality school

    Original URL path: http://www.foolproof.co.uk/thinking/how-singaporean-banks-can-optimise-their-online-offering/ (2016-02-14)
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  • The when, how and why of NFC
    not do anything and risk missing a window for competitive advantage our aim is to offer some clarity and help people to plan rather than speculate We re going to do an investigation to help provide businesses with some clues about how they can develop their plans and capabilities around this technology and make more informed and focused decisions around what they should do for their customers Our research what are we doing Our hypothesis is that if we can find places in the world where these technologies have already been mass adopted this could provide an interesting viewpoint as it will enable us to explore and understand How people use this technology and why they find it beneficial in everyday life The history and genesis story behind the adoption curve and behind user s awareness of this technology We have reviewed mobile NFC trials and use across the world and reached out across our networks to get a sense of where this technology is most commonly used today Whilst we have identified many barriers to adoption spanning across infrastructure mobile network providers retail providers government support and consumer behavior one country has stood out as being different In South Korea mobile tapping technologies have been rolled out several times with varying success rates and we can now see evidence of this behavior being successfully used across a range of sectors there Thinking about it this makes sense South Korea is at the forefront of technological development and throughout history we ve seen several examples of technology being adopted there first and then spreading to the rest of the world An example of this is high speed broadband Since 2004 more than 71 of households subscribed to broadband net services This led to streaming services for movies being popular years before they were available in the Western World So we re going to South Korea to explore this further and talk to consumers who are using their mobile phones for services such as travelling paying in store paying for and tracking taxis and collecting loyalty points We have identified individuals through our networks that currently do this with the aim of uncovering their behavior and attitudes around these services and technologies Using a number of in the wild rapid ethnography methods we will be able to span our research across a large network and witness behaviour first hand in context We expect the findings to be available at the end of May and think these will be really useful for any business that has currently got NFC or a similar technology somewhere on their radar During our analysis we will aim to uncover clues around the when how and why of preparing for this technology and so expect our findings to be relevant to those currently facing this challenge Those looking to launch a new product or service may also benefit from our report as it will expose learnings around adoption behaviour more generally We ll be sharing what we

    Original URL path: http://www.foolproof.co.uk/thinking/the-when,-how-and-why-of-nfc/ (2016-02-14)
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  • User research: interviewing top tips
    giving occasional verbal cues to indicate you are listening Similarly in an interview it is equally important to acknowledge the participant However it is crucial to not to overdo it by giving an overly enthusiastic Mmm consistently nodding your head or saying things like good good These cues can give participants the impression there is actually a set of right answers 4 Relegate yourself to novice In a social setting sharing what you know about a subject shows how knowledgeable you are However an interview is time for the participant to take centre stage You should let them feel that they are the experts while you are the novice Often participants may regard the interviewer as the person of authority and think they are more knowledgeable This may make them feel their opinions are less important and they may be less willing to share To avoid this you can assure them that there are no right or wrong answers it is their opinions and experiences that you are interested in 5 Accept the silence In social conversations silences can be awkward and it is tempting to fill them by saying anything Silence however should be appreciated in an interview as it is an invitation for the participant to elaborate upon what they have shared This is an opportunity for you to learn the participant s conversational rhythm gauge when they have finished talking and when to interrupt with the next question Holding yourself back may be uncomfortable at the start but it is useful to encourage the participants to speak up 6 Beware of asking leading questions In social settings we may want to get validation on our own views and end up asking leading questions However an interview needs to be neutral and objective Even if you are very experienced and already have ideas for the solution be careful about directing the participants to answers you are looking for An example of a leading question is one that clearly asks for agreement Do you agree that this is the best trading website you ve seen so far or Is it true that you are happier with this service now Leading questions make it hard for the person to say no because they would appear to be disagreeing with you Instead you could phrase the questions to be more open ended such as Compared to other trading websites that you ve seen how does this fare or How would you rate your satisfaction level with this service now 7 Construct questions as a follow up to the participant s previous response A way of showing you are genuinely interested in the participant is to demonstrate that you are listening closely to what they say You can do this by constructing your questions as a follow up to their previous response For example Earlier you told me that or I want to go back to something you just said This helps the person to know that you are looping back it

    Original URL path: http://www.foolproof.co.uk/thinking/user-research-interviewing-top-tips/ (2016-02-14)
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  • From Uni to UX
    my skills in digital media design This meant that when I came to putting my portfolio together I had copious amounts of material that I could use to showcase my skills Extracurricular activities Aside from university work there are other things that you should get involved with I attended a presentation by Foolproof in my second year as I wanted to find out more about UX This presentation showed me that I could link my Ergonomics degree with my knowledge in web design I also attended the Foolproof Christmas student open evening I encourage anyone who gets a chance to attend one of these to do so It gives you a good insight into the business what they do what their offices are like the people that work there and you get to partake in a UX activity It also helps you to decide whether the place you are visiting is right for you Another activity I would encourage any student to get involved with especially Loughborough Students is the Design Jam Loughborough University runs a two day event where a group of designers and UXer s get together to design a new service or product This is also attended by representatives from companies so it s not only a highly useful exercise but it also gives you the chance to meet employers There are many events like this around the UK so find your local one and get involved It ll help you to understand how the UX industry works provide useful contacts in companies and give you a wider view of how UX can be applied to different products and services These were the events that I attended but what else is out there It is always worth looking on the UXPA website at the events that they have posted These are quite often not student specific but they are often free to attend and will give you more insight into how UX works in industry and give you valuable connections within businesses The website finduxevents com is also a valuable resource that lists a large number of UX events Another possibility which works very well especially in London is meetup com This website is about groups of people getting together to meet up and talk about a topic that interests them There are numerous groups on there related to UX that meet up on a regular basis all over the world Many of the people who attend these groups work in the UX industry so are useful for networking with different companies Following companies and agencies that you might want to work for or interest you on Twitter and Facebook is useful You can keep up to date with what they are currently doing and gain a better idea of their values and philosophy It is also worth having a read through the company s website looking in detail at their latest blog posts This will give you some insight into the latest projects they have completed

    Original URL path: http://www.foolproof.co.uk/thinking/from-uni-to-ux/ (2016-02-14)
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  • Interview: From research consultant to designer
    findings Skills like these are still central to my current role as there is a need to have clear structured presentations and communications with clients about design rationale As a designer I am required to show recommendations in more detail or higher fidelity On the other hand my experience as a designer has given me a more complete understanding of how to plan design work It is always a challenge to scope design work because you may have to solve a design challenge several times before finding an iteration that is completely appropriate The method of allocating a finite time to tasks like this is an interesting challenge Can you describe the relationship between UX consultants and designers At Foolproof UX consultants are designers just their area of speciality is different In an experience design process insight from user research informs design decisions Therefore consultants must think like designers in order to work towards a shared design vision Equally designers need to think like consultants in order to produce appropriate stimuli for user research For instance if I m designing an interface that will be taken into user research the researcher and I will work together to structure that discussion It s my job to create a stimulus that enables us to get the answers that we need in the session Based upon my experience I can design something which I m fairly certain is going to work however this will always be based on assumptions until it is tested by users It s really important that the designer and researcher work together from the start of the project to figure out what the client s assumptions are about their product or service We need to make sure those assumptions and hypothesis are captured before the research and are then tested in the research sessions It is important for all team members to agree on these assumptions up front to ensure that everyone is working towards the same objectives For this reason it s also a good idea for a researcher and designer to sit down and structure the discussion guide and the stimulus in a collaborative session Early Involvement of both roles within a project also reduces the need for handover time and deliverables to communicate research insight to the designer Does being a designer allow you to be more creative It s a common misconception that being a UX consultant doesn t allow you to be creative There are certainly creative opportunities within research activities When planning a research approach for instance the consultant has the opportunity to be more creative with the testing methodologies used Larger design programmes can often use several different types of research e g a remote diary study followed by face to face follow up interviews and a creative and complementary choice of methodologies can enrich the findings significantly Similarly if the consultant is moderating face to face interviews there is a great deal of creativity required in using different techniques to prompt

    Original URL path: http://www.foolproof.co.uk/thinking/interview-from-research-consultant-to-designer/ (2016-02-14)
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  • Why experience design is a team sport
    fellow speakers Having trouble viewing this video Watch it on You Tube instead This got me thinking about other events I ve attended over the years particularly ACE Association of Canadian Ergonomists conference in the late 90s I remember discussing with my fellow ergonomists the need to work in multidisciplinary teams if we were to truly improve the design of work Specifically we were looking at how to design the working environment and processes to improve the comfort of the worker while also improving productivity and quality This meant we needed an understanding of the abilities of the workers anthropometrics workstation design interior design and architecture Jumping ahead to today as experience designers we are having similar conversations But this time we are talking about how to improve the user experience while improving conversion and customer engagement In order to do this we need an understanding of human behaviour psychology interaction design visual design and information architecture The merging of the physical and digital world for me has been a dream come true It is giving me the opportunity to practice my craft as an ergonomist and design researcher as well as combining my passion for improving human experiences And more recently I am able to apply these skills to managing an experience design agency At Foolproof I am lucky to work with a talented team that herald from a wide variety of skills disciplines and backgrounds Whether it s working with my fellow Directors or on an experience design project with a client to design great experiences you need a few key ingredients Embrace a variety of skills and disciplines Look beyond the usual suspects when building your team Facilitate better conversations through understanding user and business needs Be a captain of a cross departmental rugby team not a

    Original URL path: http://www.foolproof.co.uk/thinking/why-experience-design-is-a-team-sport/ (2016-02-14)
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  • Tactics for crafting your UX portfolio
    if you re interested in a career in UX here are some tips for creating a UX portfolio Pick the best work to showcase you You don t need to include every project you ve ever worked on Be selective and choose a diverse set of projects that best show off your skills It doesn t have to be paid work if this is the first job you re applying for use university projects or set yourself a design challenge and show how you would solve it What was the problem Set the scene for your readers Start with a sentence or two briefly describing the design brief or problem Think about who the audience was and what the business challenges were What did you do Outline the approach you took the methodologies you used and why you chose them Remember to demonstrate soft skills too this is your opportunity to show what its like to work with you What was the outcome Demonstrate your solution but also describe what happened as a result of this work Think about the outcome for your client and the end user Was it a success Think about what made this piece of work a success and how did you measure it Think also about what could have been improved or what you would do differently next time This is your opportunity to show your growth and evolution as a practitioner Provide a great user experience Don t worry about building a flashy website if that s not where your skills lie You can easily create a simple clear portfolio using PowerPoint The underlying principles are the same create something that is well laid out and easy to follow Choose your words and visuals carefully and make sure you demonstrate both your work and

    Original URL path: http://www.foolproof.co.uk/thinking/tactics-for-crafting-your-ux-portfolio/ (2016-02-14)
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