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  • Understanding the Changes in Mobile Consumer Behaviour
    mind of the mobile consumer taking you through the four mobile personality types we identified in diary studies and quantitative research included in our Going Mobile study Drawing on live examples and real market observations we provide a framework that will help brands to win in the mobile space If you re having trouble viewing this video try watching it on YouTube here http www youtube com watch v nWjx l906KA 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 NFC in the user experience Foolproof home movies Two short videos focused on NFC and two possible uses iOS7 does the potential value justify the investment For an enterprise organisation which has embraced mobile as a key channel iOS7 may provide opportunities to unlock additional value for users But does the potential value justify the investment of time iOS7 Being enterprising By Foolproof Tags Mobile smart devices iOS7 does the potential value justify the investment Retail Tablets and the user experience Tablets as a tool to enhance the shopping experience How consumers shop online for home motor insurance Supporting

    Original URL path: http://www.foolproof.co.uk/thinking/going-mobile-part-1/ (2016-02-14)
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  • Booking a test drive whitepaper | Foolproof
    whitepaper summarises findings from our evaluation of UK car brand sites We ve used 12 principles developed from published best practice as well as our own research in this field The results appear to be a paradox 32 sites carry this functionality suggesting that it is a standard component for user experience and yet only a handful offer a truly viable useful experience Generally we saw Poor visibility and promotion on the site Poor usability Requests for irrelevant personal information Poor service support The best scoring sites Volkswagen Honda Renault are adopting user experience standards for booking systems from other industries They also appear to have put more effort into aligning the online and offline channels Other manufacturers need to commit one way or the other either remove online booking tools or commit their organisations to more fully support them and improve the online experience Until they do this online booking systems threaten immediate sales as well as long term customer satisfaction and brand loyalty Download Test drive booking online PDF Author Philip Morton 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 Study

    Original URL path: http://www.foolproof.co.uk/thinking/test-drive-booking-online/ (2016-02-14)
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  • Thinking | Foolproof
    a strong constituency in the design community that believe data has no place in the design process The reality is that good design stems from the right reason for creativity Understanding the pain points the customer experiences helps to define the problem space and build a platform for truly creative thinking Tags Data analytics UX design thinking Personas Inclusive Requirements By Foolproof 22 Mar 2012 Personas can be a useful design decision making tool but inclusive or accessibility requirements are often ignored when it comes to scoping a persona project Budget or lack of buy in from stakeholders are often restrictions however there are simple ways to make your personas inclusive Tags UX design practice UX design thinking TV In pursuit of effortless multi screen viewing By Foolproof 17 Jan 2012 The increase in multi screen television viewing poses a challenge for content providers designing future viewing experiences This post looks at the two factors that content providers must consider if they are to create truly engaging experiences control and choice Tags Consumer retail Media Rapid iterative testing pushing the focus onto solutions not problems By Foolproof 14 Dec 2011 Iteration cycles play a vital role in the design process This post explores the primary reasons why a Rapid Iterative Testing and Evaluation process has become popular with many of our clients Tags UX design practice Helping users get back from a new tab By Foolproof 21 Oct 2011 A common problem we see in our website user testing is the user getting lost when they click a link that opens a new tab in their browser Here s a few simple steps to help guide users back from a new tab Tags UX design practice Embrace constraints By Foolproof 17 Oct 2011 Charles Eames a renowned designer has the view that design is defined by the willingness to embrace constraints This post looks at why we love constraints and understanding exploring and responding to the opportunities they provide us Tags dConstruct 2011 By Foolproof 07 Sep 2011 dConstruct 2011 focused on how designers can bridge the gap between the physical and digital world It offered commentary from old and new voices on the future and enabled attendees to step back and think more broadly Tags Two factor authentication By Foolproof 05 Aug 2011 Internet banking security is a hot topic and a primary concern for both the financial industry and consumer alike This post explores how people feel about using two factor authentication devices Tags Financial services Clerkenwell Design Week Ideation workshops 1 By Foolproof 08 Jul 2011 For Clerkenwell Design Week we collaborated with Koleksiyon a furniture design company from Turkey to run two ideation workshops in their beautiful new showroom in Brewhouse Yard Tags Fr agile By Foolproof 04 Jul 2011 An increasing number of projects outside of traditional software development are following an agile methodology This post questions agile s suitability for creating customer facing systems with a coherent end user experience Tags UX design practice

    Original URL path: http://www.foolproof.co.uk/thinking/?page=3&author=Foolproof (2016-02-14)
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  • Top down user experience
    reassure inform or intrigue It is no longer possible to hard code a brand the challenge is to design a landscape in which a brand can emerge and evolve So what does top down mean An organisation which embraces customer centricity will have shaped themselves structure and processes and their strategy around the effective use of customer insight to drive innovation consistently optimise services and measure success Structure and processes The way an organisation does things will affect its ability to deliver a good customer experience This is often referred to as Customer Experience Management This organisational shaping is at least a change of leadership attitude when making decisions and at most a fundamental business transformation affecting the reporting and communication lines IT infrastructure performance monitoring and budgeting The important thing is that it drives informed customer focused decisions throughout the organisation to facilitate the necessary holistic approach and ultimately make it happen A key component of this is in role definition to ensure that the customers needs are championed In the last four to five years in recognition that a holistic view is necessary to drive consistency across channels job titles such as Head of Customer Experience and Multiplatform Channel Manager have become more common To achieve greater CX transformation the most enlightened companies represent their customer at board level with titles such as Chief Customer Officer or Customer Experience Director At this level they can both encourage a culture of customer thinking and ensure that board decisions around expenditure and budgeting include attention on customer experience This is great news but it is still early days It seems that these lone board level customer representatives struggle to be heard and therefore often don t last long in their role unless the organisation embraces their focus The average CCO only stayed in their role between 24 and 36 months which is far less than other C level positions source Curtis N Bingham The rhetoric of board diversity is often not the reality and their role will be in part evangelising the customer in a forum which isn t used to seeing customers as people rather than numbers To make it more difficult there s little external process or support for these pioneers I believe the next five years will see this change and that increasingly UX experts will be brought in as executive and non executive directors to create more diversity and objectivity around customer representation Strategy Strategy is quite simply what an organisation is aiming to do and how they are going to do it Strategy is a top down activity in all companies The lack of customer experience representation at the top has led to a lack of consideration of the customer in the shaping of strategy road mapping and measurement of success Acquiring satisfying delighting and retaining customers is fundamental to any successful business and should therefore be a key element of any corporate strategy It should then be presented in detail as a User Experience

    Original URL path: http://www.foolproof.co.uk/thinking/top-down-user-experience/ (2016-02-14)
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  • proliferation of organisational silos often results in poor alignment of business units and teams who all have a hand in creating a unified experience The absence of shared vision and targets for experience can result in duplication and even counter productive initiatives Secondly as digital technology becomes more and more central to the customer experience legacy systems and processes mean that many companies are effectively allowing the technology and their technology teams to control their primary customer interactions Often at the expense of the customer and ultimately their own business outcomes Having a clear vision and roadmap for aligning and redesigning your customer touch points and overall experience to meet both the business and customers needs is critical to achieving customer centred transformation It should paint a clear picture of where you are now where you want to get to and how you ll know you re on track in redesigning and delivering your customer experience We call this a user experience UX strategy So a UX strategy is a long term plan to align every customer touch point with your vision for user experience and achieve a measurable increase in commercial yield The four elements of UX strategy A clear picture of the current customer reality a deep understanding of the customer across all touch points and UX moments of truth where and when they happen and the impact on the customer and the business A shared vision for the future and experience principles having UX vision and principles is the most critical element of this process because it s about giving everyone in the organisation from the CEO to frontline staff a clear picture of the target experience business and customer outcomes and win win behaviours A UX roadmap creating a plan for how to get to your vision from where you are today that balances the priorities of the customer with the principles and capabilities of the organisation what we call the win win A good roadmap is an aspirational and credible plan for the whole team for transforming the frontline experience with the customer A measurement and incentive framework it s critically important that the measurement of user experience is embedded into the day to day activities of an organisation There are many great visions sitting within companies that will never see the light of day come to fruition because the organisation measured and therefore focussed on the wrong things Start creating your UX strategy today While some organisations are responding to the customer centricity challenge by creating C level roles Chief Customer Officer anyone the people who are actually closest to the answers for what is going to make the most difference to customers are staff at the frontline marketing customer services ecommerce It is from here that the foundations for UX strategy can be built In many organisations the opportunity does exist for user experience advocates to drive business transformation You might be the centre of your businesses organisational transformation Classic behaviours of organisations

    Original URL path: http://www.foolproof.co.uk/thinking/redesign-your-business-for-your-customers/ (2016-02-14)
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  • the actual customer experience and perception measures up against target brand experience Service design or experience design principles when developed with corresponding customer statements can be used to measure which parts of the customer experience are supporting the brand and which need to be addressed Q When working in a big corporate organisation how long do you expect the cultural change to take as I see this as the biggest challenge to all companies trying to go down this route Simon Roberts Vistaprint A How long is a piece of string It depends primarily on who the most senior sponsor for customer experience is and the legacy culture in place I ve been amazed by how quickly things can change in an organisation the moment the CEO and management team really get it Q Are the steps the same for a small company creating a new brand as a large corporate reinforcing re launching an existing brand Alysha Hayes A The strategy planning process can essentially have the same steps although the starting point for insight will clearly be different Existing brands have assets and liabilities which they need to understand New brands and organisations perform best when they have an intimate understanding of the customer ecosystem Q Does that process work when the company spans many products across different markets and customers Or do you need multiple versions of that split by the different markets Chris Collingridge Sage A Typically yes We generally have to go through a process of establishing global design principles which have their own customer statements depending on their market geography and context It s important to start there to create unity and commonality rather than bottom up which leads to unintentional fragmentation Q How do you convince clients to listen to users rather than

    Original URL path: http://www.foolproof.co.uk/thinking/qa-brand-experience-ux-strategy/ (2016-02-14)
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  • does the system allow the user to do their job in an efficient effective and satisfying way whereas now the success of UX is judged in emotional as well as functional outcomes The concept of emotional differentiation reminded me of the management tool Resource Based View RBV which I picked up back in business school RBV is used to help organisations achieve competitive advantage through identifying a company s strategic resources In order for resource to be considered strategic they must first pass the VRIN test Valuable Rare Inimitable and Non substitutable If we translate this to product or service design differentiation via functions or features is easy to imitate We see this often in mobile handsets and the onset of iPad look a likes However emotional differentiation is tacit and therefore much harder to copy The world already has a pretty useful word that encapsulates this idea of emotional differentiation brand The idea of brand doesn t get a lot of airtime at UX conferences even though I think it s an increasingly important aspect of the value that good user experience creates This might stem from a misconception that brand is a marketing word Taking the Resource Based View it s actually a company word The best outcome of research and design is a powerful branded experience that creates emotional differentiation and provides a sustainable competitive advantage If we focus more effort on this outcome more companies will start to realise the role UX has to play within business strategy 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 What is user experience strategy By Tim Loo UX strategy at UX Brighton By Tim Loo Redesigning business culture and thinking

    Original URL path: http://www.foolproof.co.uk/thinking/ux-as-a-strategic-resource/ (2016-02-14)
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  • on terms dictated by your opponent or competitor is a fight you are most likely to lose His advice is to define your own battle ground create a territory that you can own and get them to come fight you on your terms I loved this idea 3 The myth of doing things properly At Autonomy no one is allowed to use the phrase let s do things properly This is because it often really means we always do it like this and can means something is being done in an unquestioning routine safe way In his view doing things properly leads to the death of innovation creativity and learning It was this last point that got me thinking about the digital design industry that we are part of at Foolproof In experience design there are many established best practices or norms that frequently get followed in design In many cases this is entirely justified there is little value to be gained and a lot to be lost in forcing users to learn your own unique and innovative navigation controls if those controls are not adding anything positive to the experience But times change fast and those norms need to be constantly reappraised This means not being afraid to challenge the norms and ask the question why is this done like this and can this be done better Being prepared to try new ways of interaction to look at things from a different perspective is all part of the job of a good experience designer A good designer will observe the behaviours of users Will break down the experience into the component parts of what is trying to be accomplished by the user and use this understanding to build back up to the interface necessary to achieve the desired outcome

    Original URL path: http://www.foolproof.co.uk/thinking/the-myth-of-doing-things-properly-and-other-secrets/ (2016-02-14)
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web-archive-uk.com, 2016-10-25