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  • Wearable technology, where next?
    a look at today s neuroprosthetics which not only make it easier for users but support high performing athletes and are inconspicuous Thinking back to my own experiences gone are the days of ridicule I remember using a hands free head set to prevent neck and shoulder pain Despite the improved comfort levels it was quickly relegated to my desk drawer after the third person asked me would you like fries with that When it comes to fitness however I am first in line for the latest gadget to track my route speed splits and mileage as I run the streets of London In sports and fitness these gadgets are often seen as cool something you aspire to have Last year I was seen sporting the Nike FuelBand and app together the band and the app met both my functional and emotional needs It motivated me to increase my level of activity by striving for a daily goal It was fun However the hype soon wore off and it s now collecting dust on my dresser What did Nike get wrong Why was my engagement so short lived Well they did not consider my context of use the only way to charge the band was through a laptop or PC but at home I don t use a laptop it s a tool primarily used for work at home and on holiday I use my iPad Consider the context of use There have been some attempts to move beyond the niche of medical or fitness and into everyday life The much talked about Google Glass although not loved by everyone is moving in the right direction by considering customer needs and context However it still has some way to go to make it comfortable for the user by removing some of the burden on the eyes Reading maps or checking emails on the go at short range then readjusting your eyes to view the environment around you can be taxing on the eyes Smart watches such as Pebble Qualcomm Tog and Samsung s Galaxy Gear have clearly considered how they fulfil a customer need I use a Galaxy Gear which serves a number of my needs functional emotional and contextual My husband fed up with me misplacing my phone or losing it at the bottom of my handbag with the sound off and therefore missing his calls bought me one Now there is no need to remember where I last left my phone I can even answer it on the move or while cooking dinner at the same time The future of wearable devices People now have high expectations of wearable technology outside of niche markets their primary motivator is how it makes them feel and how it makes them look Early adopters of this technology are as the name suggests technology enthusiasts who like the way wearables make them feel and look geek chic as I like to call it But to move beyond this user group and create

    Original URL path: http://www.foolproof.co.uk/thinking/wearable-technology-where-next/ (2016-02-14)
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  • Thinking | Foolproof
    services Tags Brand marketing Mobile smart devices The UX of contactless payment systems By Foolproof 24 Jul 2012 As contactless payment systems enter the mainstream more and more event organisers are using it as an alternative to cash or card However communicating the product clearly and understanding the customer s needs are keys to its success Tags Mobile smart devices UX design practice NFC in the user experience Foolproof home movies By Tom Wood 05 Jul 2012 NFC is a technology that allows information to pass between a phone and a physical object by the motion of tapping This post contains two short videos which focus on NFC and two possible uses for this emerging technology Tags Mobile smart devices Technology UX Camp Europe 2012 By Jan Srutek 28 May 2012 The third European UX Camp is focused around three topics the challenges around designing products for devices in context penetration of UX and design thinking in corporations and start ups and challenges of designing holistic customer experiences across touchpoints Tags Mobile smart devices UX design practice One size doesn t fit all mobile sites vs responsive design By Rob Varney 22 May 2012 Responsive design has been seen as the solution to unifying the digital experience across different devices It has big advantages such as cost and time saving but unless the product is sufficiently tailored to the device and operating system to take advantage of its characteristics a sub optimal experience is often the result Tags Mobile smart devices UX design thinking Brands risk losing customers from poor mobile experience By Foolproof 11 May 2012 Our mobile user experience study Going Mobile found that 47 of smart phone users stated that they have ceased dealing with a brand completely as a direct result of its mobile service or app not being good enough Tags Brand marketing Mobile smart devices Understanding and winning the mobile consumer By Ray McCune 13 Apr 2012 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 Tags Mobile smart devices Consumer behaviour TV Coming to a second screen near you By Peter Ballard 02 Apr 2012 The socially connected generation are already well established on dual screen viewing and both broadcasters and brands are waking up to the opportunities this behaviour presents such as integrated social engagement e commerce opportunities or enhanced content Tags Mobile smart devices Media NFC putting magic into the world By Tom Wood 23 Mar 2012 Local meet up group Hot Source ran a month long event allowing teams to use a Near Field Communications NFC campaign management platform developed by Proxama It was the first event of its kind in the UK and resulted in some remarkable ideas for using this emerging technology Tags Mobile smart devices UX design practice Designing a multi platform experience By Foolproof 08 Mar 2012 Designing for multiple

    Original URL path: http://www.foolproof.co.uk/thinking/?page=2&tag=Mobile+%26+smart+devices (2016-02-14)
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  • How did you book your last holiday?
    of reasons the biggest being to avoid agent fees This may or may not be true but their perception is that agents add on additional costs for doing the donkeywork and that s as good as the truth for a consumer People preferred to be in control of their choices they felt creating their own package allowed them to choose the exact holiday they required and how the cost stacked up The next highest number was for customers that booked with an online agent Around one fifth 9 of the sample chose to book a complete package online The most common reason was because it offered an additional layer of security if something goes wrong I have a place for compensation These tended to be families looking for a hassle free vacation or honeymooners looking for a no expense spared luxury break Interestingly a small number of the sample would conduct their own research in conjunction and then see how prices compared In the end they settled with an online agent despite the marginal increase in price The lowest number taken from this sample was for people who booked directly with an agent i e an actual person Just two respondents chose to book via this option Of the two one booking was conducted over the phone and via email Only one person used the good old fashioned method of booking in branch and seeing a person What was significant about this was that even though they booked in store the research was completed online prior to the visit If nearly three quarters of the sample booked online what things should you consider if you wanted to put together an ideal purchase process online From the insight I gathered I ve outlined the following criteria Considerations for creating the ideal purchase process Excite the customer This is your sales pitch the glossy magazine the images picturing the lap of luxury you can enjoy This needs to translate to the user sitting at home using their online device Inspire the customer More often than not users don t know where they want to go on holiday Inspire them connect users with recognised information providers like Tripadvisor or Lonely planet Create a feeling of urgency We ve all seen it and despite what we might think of it it works Being told you are 1 of 15 looking at this seat or hotel creates a sense of urgency you have to purchase to avoid missing out on the deal you ve been tracking for days Be flexible This doesn t mean you have to be a gymnast to find the right holiday this means supplying options Users need to feel empowered they need to feel they are making decisions based on the options to hand not what the agent can offer based on flight restrictions or availability Give clarity Clarity embeds trust trust means you are susceptible to advice or suggestion Break that trust with hidden fees or unnecessary add ons and

    Original URL path: http://www.foolproof.co.uk/thinking/how-did-you-book-your-last-holiday/ (2016-02-14)
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  • About us The secret to Butlins business transformation By Lauren Coleman 12 Nov 2013 To support Foolproof s ongoing research into service design experiences in entertainment and hospitality we interviewed Jamie Thomson Head of Entertainment at Butlins He shed light on the internal and external transformation of the business through the development of an overarching strategy to align everyone from Red Coats to upper management This was carried out through customer centred research and continues through ongoing development to ensure that the strategy evolves as customers and the business landscape does Keeping the customer at the heart of their business has become a catalyst for business transformation like never before and continues to reap benefits in revenue and brand equity View sketch notes opens in new window 0 0 0 0 Related content Here s a selection of other articles you may like from the frontiers of user experience or view all in Thinking Ryanair s U turn on customer experience By Ed Walker Behavioural economics and the perfect holiday By Tom Wood Do travel add ons add up By Elsa Plumley Travel leisure 0 0 0 0 What do you think Leave your comment Please choose the triangle to

    Original URL path: http://www.foolproof.co.uk/thinking/the-secret-to-butlins-business-transformation/ (2016-02-14)
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  • OSS travel | Foolproof
    aggregators and affiliates and importantly the influence of consumer reviews and user generated content in determining consumer choice We examine the market wide context for travel products and promotions and tackle the detailed issues in the booking process that can win or lose the sale Our approach delivers qualitative insights at every step in the decision making process and delivers a robust model of consumer decision making to inform strategy and tactics for travel marketing online Download OSS Travel pdf Authors Natalie Machon Chris Meeke Julia Williams Tom Wood Published 2008 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 Do travel add ons add up Holiday add ons are big business for the travel industry but could they be sold in a different way 20 of shoppers used click and collect this Christmas Our latest research shows that click and collect was the success story for retailers this Christmas demonstrating that retailers are finally getting to grips with the realities of multi channel retailing Christmas surge in click and collect points way toward multi channel future By Peter Ballard Tags Consumer retail Consumer

    Original URL path: http://www.foolproof.co.uk/thinking/oss-travel/ (2016-02-14)
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  • and brochures confront us with too much choice and make it hard to meaningfully differentiate between the choices on offer In fact if the holiday brochure did not exist it would now seem like madness to invent it And the idea that a travel website should echo the characteristics of paper brochures is a time expired idea to say the very least It won t be long before the travel industry adopts these new ideas and uses them to help customers make choices But there s another dimension to all of this which the industry seems a long way from addressing Taking a holiday Daniel Kahneman s idea about the Experiencing Self and the Remembering Self is extremely relevant when thinking about holidays and may be one of the most useful ideas for the field of experience design that s arrived in recent years His excellent TED talk on the subject has a lot to say about holidays In summary we are two selves the Experiencing Self is the one which lives our life which sees hears does the Remembering Self is the one which occasionally takes stock of our experiences and draws conclusions Kahneman describes this as the difference between being happy in your life and being happy with your life The most important point is that it s the Remembering Self which makes decisions This is worth reflecting on Most people who take holidays and most companies who sell holidays tend to think that the experience of the holiday is what they are buying and the benefit they will derive from it But in fact the outcome of the holiday is the memories it creates These will help us decide about the happiness and well being we derived from our holiday and govern future actions and decisions relating to travel So how do we help to create good memories Kahneman also presents us with the Peak End rule This suggests that the average quality of an experience is less important than peaks in sensation It s the peaks positive or negative which are most active in the formation of memory reflections and opinions about an experience And how an experience ends is particularly influential over this process Which begs the question how did your last holiday end And did you see any evidence of your holiday company trying to positively manage that ending Add to all of this a study published by Springer Netherlands which suggests that the more reliable uplift in happiness associated with holidays comes in the period of anticipation between booking and travelling and you get a rather different view of how holidays work and what holiday companies should be doing for their customers Manage the before the during and the after It might be easier to think about holidays not as one or two weeks in August but 6 9 month experiences with a before a during and an after Clearly holiday companies need to be better at framing travel choices so that choosing

    Original URL path: http://www.foolproof.co.uk/thinking/behavioural-economics-and-the-perfect-holiday/ (2016-02-14)
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  • more choices of villa cottage hotel apartment that I was offered the harder it was to make a decision and the more stress it caused I wanted to go to a Greek island in a two or three bed villa near to a beach At holiday rentals co uk there are 162 villas that meet those conditions There was no way that I could read the descriptions of all of those so I found myself shortlisting properties on purely subjective or instinctive grounds a first impression from the single picture included in the search results or deciding I didn t like the name But I couldn t shake the feeling that maybe I was missing a hidden gem somewhere in those discarded options The problem does seem to be particularly relevant to travel where the perceived risk of making a bad decision is high Consumer reviews in some cases add to the problem with both negative and positive reviews existing for the same place you find yourself having to scan all of the available reviews to decide on what the trend is So when is a search engine going to be able to do this job for me I want a search engine to know me like a friend does and know its holiday destinations like a good travel agent does and be able to match the two Peter you should go here you ll absolutely love it and this place is perfect for the kids I m sure there are brainy folk shut away in Palo Alto right now coming up with that but in the meantime I am sure we will see more and more people reaching out to their social networks trusting their friends to make recommendations that limit our choices rather than expand them P S

    Original URL path: http://www.foolproof.co.uk/thinking/time-for-search-engines-to-step-up/ (2016-02-14)
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  • few and far between One rare example I believe is Trailfinders a company specialising in tailor made holidays I ll start with a caveat before singing their praises The Trailfinders public website leaves a lot to be desired It offers the bare basics in information ignores social and lacks a great deal of content that could be used to generate purchase conviction A definite could do better Book a holiday with them however and your given access to View Trail a secure online customer service area which I believe is at the top of its class View Trail succeeds in several areas where other offerings fail Firstly it brings together the multi channel experience in a way that feels like one to one personal servicing Log in to View Trail after booking your holiday at the branch and you are greeted by a picture of the consultant that you have just dealt with along with their contact details This feels personal and goes some way to address a customer desire that we have often heard in research I want it to feel human It reassures the customer that they are being dealt with by an individual with knowledge of the booking and that there is a real person to contact if needed It also provides value added content that will keep the customer coming back long after the initial booking By providing destination guides the ability to book connections and transfers storage for travel insurance policies visa information and relevant alerts Trailfinders succeeds in establishing an ongoing and valued customer relationship that goes beyond the point of sale None of these features are really at the cutting edge of technology nor are they particularly difficult for companies to implement What they really show is an understanding of what it is

    Original URL path: http://www.foolproof.co.uk/thinking/trailblazing-in-online-customer-service/ (2016-02-14)
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