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  • UX benchmark: retail banking Singapore
    Singapore is a highly commoditised and competitive local market offering a wide range of specialised loans car educational personal and a plethora of credit cards to suit every taste and need The benchmark examines how consumers in Singapore shop for banking products and services online with particular focus on credit cards and personal loans It explores the criteria consumers use in decision making and how bank websites help or hinder the shopping process The study was in three parts An expert review of 9 banks to gain a deeper understanding of what was being offered and to drive out a number of initial hypotheses One to one interviews with local consumers who were in the market for consumer credit but undecided on either the product or the provider Follow up remote telephone interviews to discover how time had affected their decision The final report will provide insight into the financial decision making of consumers while also offering a considered opinion on which suppliers are winning and losing in the race to attract consumer interest and convert that visit into purchase The report will cover How do Singapore consumers choose which credit product is best for them Who do they turn to for advice How long do consumers take to decide and how many online sessions do they use Which device do they use to shop Is it brand third party offer or existing financial relationship which dictates who appears where in the consumer consideration list Which provider is best meeting today s consumer needs To discuss the implications of this research with our team and to access a copy of the final report email Keynes foolproof com sg 0 0 24 0 Related content Here s a selection of other articles you may like from the frontiers of user experience

    Original URL path: http://www.foolproof.co.uk/thinking/ux-benchmark-retail-banking-singapore/ (2016-02-14)
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  • Supporting password recall through design
    the App do they revert to the Memorable Information MI model and ask for a passnumber Are users now expected to remember their MI for logging in on mobile but a different process for desktop In order to support users mental models and learned behaviours consistency across channels is important Of course it makes sense to streamline and fast track the experience on mobile but without losing some familiarity and consistency with the desktop journey For instance if my customer number had been visible on the page and pre filled I might not have got this mixed up If the field layout had been visually consistent the dropdowns are presented horizontally on mobile vs vertically on desktop this might have triggered me to know which number I should enter Motor memory My usual process for entering my customer number on desktop relies heavily on motor memory When entering my credentials on PC it almost feels that my fingers know the customer number instinctively by the physical pattern and rhythm on the keyboard But switching channels to the mobile app threw me by removing the preceding step and changing the visual design It feels like there s something learned in my brain meaning that without having to recall the first number I am unable to recall the second Try for a moment can you recall the last six digits of your phone number I bet you just reeled through the entire number first before getting to it Your memory retrieval process and sequence has been interrupted Motor memory is one of the more mysterious domains of memory But as one of the most durable it raises an interesting question as to whether we should be consciously designing to harness our motor memory capacity more effectively especially with the move towards more gesture controlled interfaces Compared to other forms of mental workload the human energy and attention used by the brain during mental work motor memory also puts the lowest load on the user They are the least expensive to the brain compared to cognitive loads and visual loads Contextual cues What effect did my context have on my ability to retrieve my passcode It almost felt as if my inability to remember was in part to do with the unfamiliar context in which I was entering the information I remember learning an age old theory back in psychology class that memory recall is best when in the same context in which the memory was created I ve experienced this from sounds and smells how powerful a certain piece of music or smell can be to take you back in time But does this theory extend to digital experiences Are you more likely to remember how to use a particular piece of software or application when in the same context in which you learnt it And are their implications if designing systems which are heavily load bearing on a user s memory but are used across various channels and contexts Distraction A

    Original URL path: http://www.foolproof.co.uk/thinking/supporting-password-recall-through-design/ (2016-02-14)
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  • Christmas surge in 'click-and-collect' points way toward multi-channel future
    2 As the early retail sales figures start to emerge it seems that the winners on the high street are those that have the best integration of their digital and in store experiences and this has been one of the main drivers behind the increase in online sales this Christmas John Lewis recently reported a 60 increase in sales from click and collect compared with 2012 and were one of a number of high profile retailers who got serious about click and collect in 2013 More than half of all Marks Spencer s online orders are now collected in person Others who pitched in with new or improved click and collect propositions in the last year include Argos Asda Boots Debenhams Selfridges Tesco and Waitrose Click and collect offers an enticing win win for both retailers and consumers Consumers can still enjoy all the benefits of shopping around on digital channels at their leisure but can avoid the more frustrating side of the online retail experience the inconvenient and unreliable delivery times and the hassles of returns For retailers it is a significant driver for online sales but also pulls customers in store where smart retailing can lead to further purchases and ancillary sales Most of all it shows that retailers are finally getting to grips with the realities of multi channel retailing Click and collect requires digital and physical retailing skills and works best when the store and digital teams work together to deliver a seamless experience for the customer Survey of 1000 UK adults conducted by Usurv on 23 December 2013 Images John Lewis 0 0 1 2 Related content Here s a selection of other articles you may like from the frontiers of user experience or view all in Thinking Emerging technologies meets luxury brands By Lauren

    Original URL path: http://www.foolproof.co.uk/thinking/christmas-surge-in-click-and-collect-points-way-toward-multi-channel-future/ (2016-02-14)
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  • Understanding & Winning the Mobile Consumer
    youtube com watch v z9S401Dbht8 Mobile smart devices Consumer behaviour What do you think 0 0 0 0 Leave your comment Please choose the triangle to prove you are human Send comment Some related insights The true impact of showrooming A quarter of all UK shoppers showroom Few respondents were familiar with smart meters Smart meters Consumer implications for smart meter roll out Consumer implications for smart meter roll out

    Original URL path: http://www.foolproof.co.uk/thinking/going-mobile-part-2/ (2016-02-14)
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  • Smart meters whitepaper | Foolproof
    energy suppliers engage with customers now and build value added experiences that re energise the supplier consumer relationship or do nothing and run the risk of third parties exploiting customer data and further eroding brand loyalty A number of scenarios were presented to typical UK energy consumers to explore their potential impact The implications being that energy suppliers need to think and act now about how they will use smart meter data to strengthen and deepen customer relationships using the clues in this report To do this supply companies need to quickly promote customer experience to being a senior discipline Download Smart meters the customer s view pdf Author Roger Smithers What do you think 0 0 0 0 Leave your comment Please choose the triangle to prove you are human Send comment Some related insights Time for search engines to step up Human decision making and the art of search Understanding and winning the mobile consumer webinar Q A Following his webinar on Understanding and winning the mobile consumer Ray McCune answers questions on identifying the context when designing for mobile mobile gambling mobile version vs responsive design and advice when developing B2B apps Understanding and winning the mobile

    Original URL path: http://www.foolproof.co.uk/thinking/smart-meters/ (2016-02-14)
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  • OSS utilities | Foolproof
    to switch at all Many shoppers who start their shopping online are driven offline because the information and resources they need are not available Comparison sites are often the first port of call for online energy shoppers But they offer a poor experience complex consumption calculators confusing price information and pressure to make a purchase straightaway all cause shoppers to question the validity of the information they are given Energy suppliers are also failing to convert online visits into sales Content and tools for potential new customers have clearly been developed without a close understanding of consumer needs and preferences or an understanding of the shopping journey which brings them to a supplier s website Our report records and explains the behaviour and frustrations of online shoppers and gives energy suppliers and comparison sites ideas about how to meet consumer needs more effectively to achieve competitive advantage Download OSS Utilities pdf Authors Graham Uff with Tim Loo and Tom Wood Published 2009 What do you think 0 0 0 0 Leave your comment Please choose the triangle to prove you are human Send comment Some related insights NFC and your staff In the fifth and final post of our photo

    Original URL path: http://www.foolproof.co.uk/thinking/oss-utilities/ (2016-02-14)
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  • Thinking | Foolproof
    with their websites By Tom Wood 09 Dec 2011 Although Facebook offers opportunities for richer forms of interaction than either digital advertising or a brand s own website have historically delivered FMCG brands need to consider the risks of making Facebook where they live online and consider a new future for brand websites in the marketing mix Tags Brand marketing Social media Is social research part of your UX toolkit By Elsa Plumley 05 Jul 2011 We asked 110 UX professionals worldwide how they are using social networks as part of their UX toolkit The results gave us insight into some of the common uses Tags Social media UX design practice It s all good By Peter Ballard 22 Mar 2011 Allowing people to choose to post their genuinely positive experiences on Facebook and Twitter is a great way to turn satisfied customers into powerful brand advocates But be careful of linking promotional offers to those postings Tags Financial services Social media My other job is an advertising manager By Peter Ballard 07 Feb 2011 The introduction of Facebook Deals challenges the thinking and approach of traditional advertising and could transform location based marketing forever Tags Brand marketing Social media Do you have robots for friends By Foolproof 24 Jan 2011 Given the desire of companies to promote to social communities it isn t very surprising that Gartner has predicted that by 2015 10 of our online friends will be robots As companies seek to boost followers there is a huge incentive to automate and systematise this process Tags Social media Direct Line uses Facebook for co creation By Tom Wood 29 Oct 2010 This case study with Direct Line points to new ways of using social media beyond either PR or broadcast marketing communication Interesting to anyone working in

    Original URL path: http://www.foolproof.co.uk/thinking/?tag=Social+media (2016-02-14)
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  • How the responsive web is redefining the role of a visual designer
    typical project a visual designer will hand over a set of static designs These are made up of design files and accompanying design documentation But when it comes to designing a responsive site there are drawbacks to this type of deliverable Static designs are time consuming to create and do not accurately reflect the infinite combinations of a responsive design This would be impossible to achieve or at the very least impractical and costly So how do you communicate the design variables of a responsive design without investing a huge amount of time You design in browser and deliver in code This affected how I work as a visual designer after all I no longer had sole responsibility for the final deliverable It also meant I had to embrace the variety of skills and disciplines working on the project facilitate better conversations and accept feedback and design insight from a cross departmental team Creating static designs still played an important role within this process I don t advocate designing in browser from scratch But once I had created high fidelity mock ups and a front end developer had translated these into HTML I had to move straight into working code and let go of my design files As a visual designer this is disconcerting and at first I felt reluctant to get involved with working code at such an early stage Doing this meant that I had to physically sit with a front end developer and provide visual feedback for the remainder of the project a way of working that made it difficult for me to track any changes What are the benefits But there are benefits of this approach in the long run and it certainly doesn t remove the need for a visual designer it just redefines the role Working collaboratively during the crossover period between design and front end development reduces the risk of detail being lost during build Amends can be made dynamically straight into code which takes less effort and is more efficient than amending flat design files It also enables clients to see an accurate translation of what the final product might look like not just a fictional version In this project the collection of design elements were housed in a pattern library This deliverable is now seen as industry best practice when designing for the responsive web It lays the best possible future foundation to modify extend and evolve a design direction and helps teams create smart scalable maintainable designs Here are five things I learnt which you may just find helpful if you are ever required to work in this way Establishing a concrete design direction up front before design begins is crucial in this process Make sure you have built enough time into your project plan to accommodate this It s difficult but as a designer you need to learn to let go of your designs and trust others on the team to deliver Once they are translated the code will

    Original URL path: http://www.foolproof.co.uk/thinking/how-the-responsive-web-is-redefining-the-role-of-visual-designer/ (2016-02-14)
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web-archive-uk.com, 2016-10-23