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  • mouth watering than the one you saw just a while ago It is all squashed and looks as tired as you are You start unwrapping it oh no it is stuck to the paper bag You wrestle with it for a few minutes Pieces of the paper got torn away and glued to your baguette And why is the bag so ill shaped anyway Has anyone actually considered how people will be eating the baguette on a train No It turns out that the fancy paper bag is completely inappropriate in this situation At this point you are rather disappointed with your baguette and all the hassle it has caused you But it looked so good in the store Anyway you decide not to buy this baguette again What is more you actually also decide not to buy from this chain s store again More transactions Unlikely What we can learn from everyday interactions You might be thinking this has nothing to do you and your online business But it does Regardless of whether you are selling baguettes or monthly subscriptions to a Software as a Service online CRM platform you need to consider the same things to create a positive customer experience and build a base of loyal customers that keep coming back There are a few lessons we can learn from this baguette fiasco Don t focus just on your product but also on how you are delivering it Even the best product could be ruined by a poor purchase and post purchase experience Don t ignore customers however subtle their interest in your product Have customers phoned your call centre to get help because they failed to buy your product through the website the day before Have they still not bought your product a week later Then

    Original URL path: http://www.foolproof.co.uk/thinking/the-baguette-experience/ (2016-02-14)
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  • Thinking | Foolproof
    of genius making the complex simple 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 Making personas work By Foolproof 13 Apr 2011 Getting stakeholders involved in research is often the most effective way to ensure that personas are effective In doing this the people who are going to be using the personas believe in them which is essential if they are to be used effectively for design Tags UX design practice More UX London Redesign must die By Tim Loo 13 Apr 2011 Many of our clients are trapped by big legacy platform templates process which means that a big redesign is sometimes essential But we re seeing real success stories in fast and furious optimisation projects Tags Strategy Patois with Kate Rutter By Tom Wood 13 Apr 2011 As practitioners it s important to engage with business in its own language and on its own terms In a session with Kate Rutter she pointed out that there is a perfectly serviceable language that we can develop for design which can be understood universally Tags UX London Behaviour change By Foolproof 13 Apr 2011 At UX London Robert Fabricant and Oliver King presented the idea that designers and UX professionals have the tools to effect and influence organisational change Tags Time for search engines to step up By Peter Ballard 11 Apr 2011 There s a lot of very good published research on the subject of human decision making and especially the mess we appear to get ourselves in when faced with too much choice The fear of making a bad decision and the stress this creates leaves the question when is a search engine going to be able to do this job for me Tags Consumer behaviour Travel leisure Beware persona templates By Foolproof 08 Apr 2011 Whether to have a standard persona template is a conversation starter in user experience This post explores why we believe persona templates are harmful Tags UX design practice Three old chestnuts cracked By Tom Wood 06 Apr 2011 Most organisations have learnt that unleashing complex or commercially important design into the world without some form of user research is dangerous to both revenue and careers However as there are still people who question whether research has a place within design this article tackles some of their arguments Tags Brand marketing UX design thinking 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 Which way now for the UK UPA By Tim Caynes 21 Mar 2011 A recent UPA crowdsourcing event held

    Original URL path: http://www.foolproof.co.uk/thinking/?page=16 (2016-02-14)
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  • Thinking | Foolproof
    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 Flow and Foolproof By Tom Wood 18 Jan 2011 Foolproof and Flow joined forces in 2011 to become Europe s largest specialist UX and experience design practice This post takes a look at the benefits this partnership will have for the agency and our clients Tags Foolproof news Flow and Foolproof a shared vision By Meriel Lenfestey 18 Jan 2011 Flow merged with Foolproof to create Europe s largest specialist UX agency Combining forces gives both agencies the capacity and range of skills to deliver a full spectrum of user experience consultancy across multiple sectors and platforms Tags Foolproof news UX design thinking Foolproof and Flow get together By Peter Ballard 13 Jan 2011 We ve joined forces with Flow Interactive creating Europe s largest specialist UX agency This places the combined business within the top 50 UK digital agencies based on the recent 2010 New Media Age league table Tags Foolproof news Social strategy By Tom Wood 10 Jan 2011 A common conundrum for companies is why is it so hard to use social media when millions of private individuals find it so easy This post includes pointers on how companies can avoid putting social media in the too hard pile Tags Context of use By Foolproof 06 Jan 2011 A large component of what we do at Foolproof is understanding the context of a site This includes the psychological context i e the assumptions expectations and needs a user has before arriving at a site and the environmental context i e physically where the site will be used Tags Mobile smart devices IBM on multichannel By Tom Wood 04 Jan 2011 This new paper from IBM explores how to build a successful multi channel programme and draws on some insights and data from our research It s admirable for the level of focus on customer needs and is a fantastic example of organisations starting to get serious about multi channel Tags Repeatable design with Axure By Tim Caynes 16 Dec 2010 Having tried various development tools for rapid development of interfaces from low fidelity wireframes through to complex interaction prototypes we keep coming back to Axure Here s why Tags UX design practice The app store ratings system By Foolproof 06 Dec 2010 How credible and trustworthy are App store ratings As the ratings system is a key part of the app store customers need to be able to trust that these ratings are a true reflection of the experience of the customers and are not in some way skewed by the developers to make their app look better Tags Mobile smart devices Videogames and the user experience By Philip Morton 01 Dec 2010 In video gaming a game s overall user experience is extremely important but is often overlooked with testing focusing on the core gameplay and technical issues

    Original URL path: http://www.foolproof.co.uk/thinking/?page=17 (2016-02-14)
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  • Thinking | Foolproof
    on conversion By Nicky Harrison 15 Jul 2010 In Econsultancy s first published report on conversion it was shocking to learn that 5 of companies and 10 of suppliers say they or their clients still do not track conversion rates Investment seems to be falling short in this area but with free tools available it is worrying that so many companies are doing so little to improve conversion Tags Data analytics Kindness is the killer app By Peter Ballard 07 Jul 2010 As human beings we are pre programmed to be nice In a world where customer attention is a scarce and valuable commodity in exchange for engagement brands are cleverly exploiting our instincts for engaging in acts of kindness Tags Mobile smart devices Creating the ideal customer journey By Tom Wood 18 Jun 2010 To effect meaningful change in an organisation you often need support across several organisational silos like IT Marketing Customer Services and Product owners Ideal Customer Journeys are one way of achieving this Tags UX design practice Credit cards top tips for online servicing By Foolproof 17 Jun 2010 A recent review of the credit card marketplace confirmed that there is very little differentiation between providers and their products This post includes 5 differentiating servicing functions and attributes that providers should be investing in Tags Financial services Digital design agencies Taking the U out of UCD By Tim Loo 14 Jun 2010 We ve witnessed a number of agencies use personas when working on customer centric projects Although personas are an important tool in the experience designer s kitbag if they are badly used you may miss out on the benefits of real customer insight in your project Tags UX design practice Improve your chance of a job in UX By Peter Ballard 09 Jun 2010 When applying for a job in UX a formal education will only get you so far In this post we discuss some industry tips that will help your application stand out and improve your chances of forging a career in UX Tags UX jobs skills How to write and sell online By Foolproof 07 May 2010 When visiting a website the user s lasting impressions are affected largely by how compelling the information is they re reading or how engaged they are made to feel about the brand or product they re researching This post highlights 5 things to consider in order to write engaging web copy Tags UX design practice Foolproof Home of the Sh tstorm By Tom Wood 15 Apr 2010 One of our favourite workshop formats is the pain points workshop affectionately known in house as a Sh tstorm This approach asks people in the room to list everything that is wrong with the current product or service with a view to highlighting common themes and creating new and innovative ideas to solve them Tags UX design thinking Educating users on IB features By Foolproof 15 Mar 2010 In a recent internet banking study we found that

    Original URL path: http://www.foolproof.co.uk/thinking/?page=18 (2016-02-14)
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  • Thinking | Foolproof
    Social media 10 X Media 8 X Knit 6 X Business to business 5 X UX practice techniques 3 X Customer experience 2 X Energy utilities 2 X Optimisation 2 X Automotive 1 X Filter by media Blog Posts 388 X Reports 19 X Videos 5 X Apply filter close 412 Compare contrast By Foolproof 14 Jan 2010 In the UK comparison sites are an important and growing part of the consumer landscape However without consolidating content from consumer review and ratings sites and including insight on the brand experience they are rarely an environment where shoppers make their final decisions Tags Financial services How customer centred is your organisation By Peter Ballard 06 Jan 2010 Although more companies than ever before are now making user centred design a central part of their development approach many brands are missing out on the benefits of collaborating with customers in the earliest stages of their innovation processes Tags UX design thinking Happy birthday Cluetrain By Tom Wood 01 Jan 2010 The Cluetrain Manifesto examined the potential impact of the internet for both consumers and businesses Although launched into a world where Google was only a few months old the authors understood the internet was going to change society Tags Brand marketing Foolproof supports UPA Middle East By Foolproof 11 Dec 2009 Despite consumer appetite for the digital channel the Middle East is yet to wake up to the benefits of user experience Resistance to full UCD programmes poor online usability and sites that do not facilitate end to end processes are all barriers that need to be hurdled something a UPA chapter for the region could support Tags User experience archaeology By Tom Wood 01 Dec 2009 While looking for insight to help us design a better motor insurance shopping journey we

    Original URL path: http://www.foolproof.co.uk/thinking/?page=19 (2016-02-14)
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web-archive-uk.com, 2017-12-18