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  • more choices to make which makes buying that dream holiday feel even harder and less enjoyable Sometimes it seems like travel providers have forgotten that few customers actually book on the day of travel In most cases there are weeks or months in between the initial sale and when the customer actually goes on their holiday This is a happy time Travellers can enjoy the sense of anticipation and they start to lean in and think about their trip in more detail in the time immediately before travel It s easier to sell products to happy engaged people so while we see so many providers putting effort into selling add ons during the initial booking it s strange that so few attempt this sale again during the pre travel period Yet our research suggests that customers might be more receptive to ancillaries at this time Providers need to start experimenting with ways of selling add ons to customers during this golden time in between buying and travelling Customers don t want to commit to activities and excursions before they travel they are more receptive on the ground Particularly in the context of package holidays excursions and activities are a hard sell before the time of travel Center Parcs do well at this but our respondents told us this was because visits are short parks are busy and they need to plan in order to get the most out of their short stay For a two week stay in a resort town how can we replicate that feeling of urgency to do more and commit to plans Travellers want flexibility to decide which excursions and activities to take part in maybe deciding over dinner the night before not months in advance Rather than trying to get package customers to commit to excursions before they leave the UK providers should get them to express their interests then focus instead on making it really easy to commit to those when they are on holiday They could also think about offering flexibility so that if the traveller wakes up and doesn t want to do the excursion on a particular day they can delay and pick another day to do the trip Are we offering the right add ons It was fascinating to hear the huge array of digital devices like smartphones iPads and laptops that travellers take with them on their holidays But they said that they didn t use them with the same amount of freedom as they would do at home because they are concerned about data roaming costs This suggests there might a new ancillary that travel providers could offer customers a cheap and easy way of getting data and low cost calls while on holiday A start up called Handy offers a rentable phablet for travellers to Hong Kong and Singapore Perhaps another answer to the add ons sales problem is to start offering some fresh products and services like this which will really improve the quality of the

    Original URL path: http://www.foolproof.co.uk/thinking/do-travel-add-ons-add-up/ (2016-02-14)
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  • Thinking | Foolproof
    and what if anything is it changing for them Tags UX design practice UX design thinking Why freelancing may be bad for your UX career By Elsa Plumley 23 Sep 2015 There s a stage in your career once you ve acquired a few years full time experience where you might be tempted to go freelance However often this decision is made at the expense of crucial years of professional development Tags UX jobs skills A new edge to design thinking By Luke Burroughs 27 Aug 2015 Aaron Shekey a product designer at GitHub and musician from Minneapolis is well known for his development of a new addition to Adobe s suite of products A tool to bridge the relationship between developers and designers alike He named it Edge Reflow Tags Experience design UX design practice UX design thinking Why we love to hate hamburger menus By Vittoria Bisi 12 Aug 2015 The hamburger menu has been fuelling debate amongst the design community for some time But what is it about these three lines that is so controversial We took a look at this notorious icon to find out why Tags UX design practice The why and how of using beacons By Jasmine Tan 30 Jul 2015 Beacon technology has shown great potential in improving user experiences across industries such as retail airline This case study on the use of beacons in museums reveals that creating an experience around beacon technology is not as straightforward as it seems Tags Technology Mobile smart devices Creating great experiences goes beyond functional needs By Leslie Fountain 21 Jul 2015 We were delighted to host the Sensory Service Design event in June for the UK chapter of the Service Design Network SDN The theme was around designing services for the senses and it raised some profound points about how we design experiences Tags Experience design Channelling the conversation in the Internet of everything By Nick Thompson 16 Jul 2015 As the amount of connected devices in our lives continues to grow how will we control the experiences we have with the products we use on a daily basis Tags Technology Experience design Pattern libraries the one true source By James Reeve 07 Jul 2015 How we design and build websites has changed We no longer create static and unresponsive pages but design optimised experiences that utilise screen size micro interactions device features etc to present content in a meaningful and engaging way Tags UX design practice UX design thinking Knit win Brand Republic Award for Lucozade Sport By Foolproof 30 Jun 2015 This award winning project for Lucozade Sport points to wider opportunities for brands to use technology imaginatively to facilitate seamless experiences for customers Tags Brand marketing Technology Knit A sceptic s guide to the Apple Watch By Matt Radbourne 19 Jun 2015 Having an Apple Watch in our device lab means we ve been able to spend some time road testing it We asked Principal Consultant Rob to give the watch a

    Original URL path: http://www.foolproof.co.uk/thinking/?tag= (2016-02-14)
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  • Beacons: a disappointing start for an emerging technology
    open the app Jumping on the Beacon wave allows some retailers to attract useful publicity when they announce that they are trialling them in store Macy s New York and San Francisco launched a trial in November 2013 to explore the possibilities and got some handy coverage But the real test will be ShopBeacon s recent collaboration with 100 American Eagle and Aerie stores Getting them on board will position Shopkick closer to a more holistic use for its app Even though for now the beacons only have check in capabilities across the American Eagle live trial eventually when users like specific products in the app ShopBeacon can remind them when they enter a store that sells it Serve first sell later But how successful beacons will be and in what role between customer and retailer is not clear The use of Beacons particularly in stores is not something that has developed from a consumer need The retail industry currently seems to be trying to provide a solution to something that was never really a problem in the first place It s a bit like the current fad for placing iPads with the current catalogue around the store Just because it s possible doesn t mean it s useful It s a waste of resources rather than an enhancement of the experience In my view the same is true of placing beacons around a store in order to send generic notifications on offers in the hope that shoppers might be interested in them The prospect of Nike and Adidas having a battle on my phone while I m in Footlocker trying to buy trainers is not appealing Notifications will play an increasingly important role in the future of all mobile experiences They have the potential to offer benefits to both users and businesses but they are often misused Consumers like notifications if they are timely personal and useful but hate them when they become spam Unfortunately what brands believe are useful notifications for their consumers is rarely a belief shared by consumers themselves Ultimately with a priority of sell not serve it is hard to deliver a truly useful experience Exploring the real potential of beacons The reality is that any industry or area needs so called pioneers to adopt and kickstart the use of emerging technologies such as beacons But a general lack of investment to explore their real and creative opportunities means that initial applications often come from where monetisation can be exploited most easily in this case retail However other uses for beacons are slowly appearing Virgin Atlantic is using beacons to target their Upper class and Club users in Heathrow airport to pull up the passenger s boarding pass when they walk near security or their designated wing and in San Francisco airport beacons help the visually impaired to navigate through the newest terminal The NHS is also piloting the use of beacons in hospitals to help patients navigate to the correct department My view is

    Original URL path: http://www.foolproof.co.uk/thinking/beacons-a-disappointing-start-for-an-emerging-technology/ (2016-02-14)
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  • this device could be Over the last two decades Apple has been pretty successful at launching new products and fitting them seamlessly within their ecosystem And they also deliver a consistently good experience across all customer touchpoints be that in store online and when using or even opening a product In addition Apple has redefined what we expect from a device Having internet phone video camera and mp3 player rolled into one device is no longer a luxury it s a standard With this in mind I took a look at the online experience currently being offered by luxury watch brands I concluded that many simply don t see the smart watch as a threat to their business They are also failing to get the basics right online and need to improve the direct to customer shopping experience if they are to compete with the likes of Apple Only time will tell how the industry will respond to the size reach and influence of this non traditional competitor Click on the image below to open in your browser 0 2 3 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/why-luxury-watch-brands-must-get-basics-right-online/ (2016-02-14)
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  • Why Quantified Self falls short for health tracking
    didn t address the underlying reasons for his weight gain and lack of interest in exercise and healthy eating The three main problems with Quantified Self technology are 1 Superficial statistics With your Fitbit you can see you walked 15 000 steps today but what can you do with that information Looking at a step count can tell you how you have performed compared to a daily step goal or compared to friends and that s it This information is superficial and one dimensional not very helpful for those trying to improve their health 2 Disconnected data Even if you can find value in counting your daily steps steps are only one small aspect of health Those who want to improve their lifestyle must consider multiple factors such as exercise diet sleep stress levels weight and more A system which gathers all this data will provide a more comprehensive picture of your health However understanding that large data set is easier said than done 3 Data that lacks insight These systems record and report data but do little to help their users understand it Most users are not qualified to understand health data which is why many of us hire professionals therapists personal trainers physicians for their expertise It s also unlikely that the everyday user will take the time to look for trends in their data Data will only be meaningful to the user if accompanied with insight Insight could be provided by an expert or sophisticated system that can identify patterns in large data sets As experience designers we understand that data alone only tells part of the story While data can tell you what s happening you need insight to tell you why it s happening and what steps to take to make a positive change Some

    Original URL path: http://www.foolproof.co.uk/thinking/why-quantified-self-falls-short-for-health-tracking/ (2016-02-14)
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  • Thinking | Foolproof
    09 Jul 2013 Free to play is an interesting business model in the videogame market but relies on the quality of the initial user experience We talk with Chris Cook of Wargaming about the challenges of making games using the free to play business model Tags Games gaming Google super sync sports makes Cannes shortlist By Foolproof 01 Jul 2013 Google UK London was nominated for its Super Sync Sports game in the Mobile Lion s category at the 2013 Cannes Festival We were thrilled to work with Google Creative Lab on Super Sync Sports conducting user research to explore how easy it was to use and how satisfying it was to play Tags Games gaming Next gen gaming kicks off at E3 2013 By Philip Morton 17 Jun 2013 The 2013 E3 trade show gave a few insights into the direction of the gaming industry Both Sony and Microsoft launched new consoles independently produced games were a hot topic and the battle for the living room and to become the first choice for entertainment continued Tags Games gaming Battle for the living room heats up By Philip Morton 24 Apr 2013 Becoming the first choice for entertainment when people have downtime at home or are socialising with friends is currently the main aim for companies within consumer electronics Here s some tips for success in this battle for the living room Tags Games gaming Media Multi screen gaming experiences By Philip Morton 17 Jul 2012 Multi screen gaming was a major theme at E3 and it s clear that adding a second screen or device to a digital experience opens up a multitude of new gameplay options However if UX pitfalls aren t managed well businesses won t be able to capitalise on the potential of multiple screens Tags Games gaming Media The challenges of cloud gaming By Philip Morton 14 Jun 2012 Cloud gaming was a hot topic at the E3 conference and has a number of advantages for consumers such as a lower cost and instant access to games However there are also a number of user experience challenges to overcome in order for it to truly revolutionise the games industry Tags Technology Games gaming E3 2012 a round up By Philip Morton 11 Jun 2012 E3 2012 was the dip before an uplift in terms of the gaming industry s cycle but included plenty of insight on the console manufacturers priorities Multiscreen gaming experiences and cloud gaming saw more attention than before while mobile and social gaming also featured on the periphery Tags Games gaming E3 2012 Preview What s next in videogames By Philip Morton 28 May 2012 E3 is an opportunity for manufacturers publishers and developers to show off their latest games and hardware to the industry months before they go on sale to the general public In the last few years the industry has branched out into broader entertainment categories such as film and TV Tags Games gaming Top tips commercial games testing

    Original URL path: http://www.foolproof.co.uk/thinking/?tag=Games+%26+gaming (2016-02-14)
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  • Quiet Riots: an interesting new resource for customer experience design
    service can get together in a riot and suggest actions to take to resolve the issue A few of us here have been involved since the Beta so we re excited to see this app take off with frustrated customers around the world It s probably safe to say that customers will not be the only users of Quiet Riots the app could be a useful tool for brands which are serious about understanding and improving their customer experience Many brands use social media monitoring to look out for positive and negative references to themselves on Twitter Facebook et al But these signals are anecdotal and disorganised so it can be difficult for businesses to identify which issues to focus on and get a proper diagnosis of the customer s problem Because the whole purpose of Quiet Riots is to give details of a poor experience we suspect that the richness and value of user generated content they generate will have a much higher commercial value than general social monitoring alone As it builds Quiet Riots will become another source of information to help brands focus on aspects of the experience that need their attention Quiet Riots also helps customers to organise themselves to take action on issues they feel strongly about This linkage between customer feedback and customer activism is really interesting When I had a bad experience with an airline recently I immediately shared the experience on Quiet Riots I discovered I wasn t the only one experiencing these issues so I joined a Riot One of our options to take action is to deploy a chicken to have our complaint delivered to the company s headquarters by a guy in a chicken suit see it in action here That should get the airline s attention It s

    Original URL path: http://www.foolproof.co.uk/thinking/quiet-riots-an-interesting-new-resource-for-customer-experience-design/ (2016-02-14)
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  • Near-field communications: is it finally time?
    devices near other things and trigger some sort of interaction The business world has long wanted NFC to be a solution for payments Banks telcos retailers phone manufacturers and mass transit operators have all seen NFC as a way to own the next phase of money In the future we ll all pay for our coffee by tapping our phone to a terminal at the counter But so far it just hasn t happened There seems like a critical mass of opportunity pretty much every new Android phone now carries an NFC chip set and more recently the iPhone 6 arrived with NFC to power Apple Pay But is it really going to happen This question led us to conduct Foolproof s research into Mobile Tapping We sent a team to South Korea to do an in the wild study of the applications and users of this these technologies in Seoul Why there South Korea has a history of enthusiastic early adoption of new technologies We also knew that some of the World s most successful applications of NFC could be found there So what next for NFC Take a look at our report It suggests a fork in the road for these tapping technologies One path is more of the same a new wave of more poorly planned poorly executed poorly supported services The technological wreckage of failed or failing experiments which continue to send messages to the general public that this stuff isn t for them The other path is about learning from other people s early mistakes and applying this for success easy elegant interactions which solve small but meaningful problems in our everyday lives For many companies NFC loyalty schemes might make more sense as a starting point than NFC payment systems Or there might be

    Original URL path: http://www.foolproof.co.uk/thinking/near-field-communications-is-it-finally-time/ (2016-02-14)
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web-archive-uk.com, 2017-12-16