Today I was logging into two different online banking sites to check on the health (or otherwise) of my finances. Both sites have annoying login procedures – a necessary evil for security – but one of them has implemented it in a way that recognises human capabilities whereas the other one hasn’t – see if you can spot which is which:
Ensuring a flawless online customer experience is a pretty big deal to us at Bunnyfoot. On 14 June 2012, we hosted an event for our clients to highlight this message while looking at the online experience across all channels.
The theme of the day: Joined Up Interactive Customer Experiences(JUICE).
We are very excited to have Frank Rose joining us to talk about “How the digital generation is changing the way we tell stories”, a theme covered in his latest novel. It’s also a great chance to take a tour of our new offices in Clerkenwell.
Welcome to the first issue of the Bunnyfoot newsletter
According to EConsultancy, 90% of UK marketers see a joined up customer experience as important, but only 4% have achieved it.
To help inspire you to deliver a better customer experience, we’ll be gathering together articles, resources and case studies in this regular newsletter.
Top tip: Use personas to design with customers in mind
Many of our clients use personas to ensure the entire team maintains a focus on the customer, whether they are wiriting content or designing new functionality.
Take it from Clare Harvey at The National Archives, proud winners of a Public Sector Digital Award for legislation.gov.uk, “If it wasn’t for Mark Green, our primary persona, we would have missed crucial opportunities to present information effectively.”
Get started with our guide to personas
Case study: Screwfix prototyping and testing
Whether it’s card sorting to improve website navigation, user testing of a new service or full mobile website design, Screwfix’s motto is “test early, test often”.
Screwfix are reaping the rewards with bespoke solutions to eCommerce that drive customer loyalty and conversions. Read the full Screwfix case study
Not just for the public sector, this free resource (which just happens to be designed by us) will help you to understand the fundamentals of good usability and accessibility. Access the COI Usability Toolkit yourself
5 fake sounds that help humans
Did you know that fake sounds (aka skeuomorphs if you want to get fancy) are built into your digital camera, you car and even Skype by engineers to help the human mind? Read which sounds are fake and why
34 cleverly designed inventions
Oreo cream scoopers, shoe drawers in stairs, rolling benches…an eclectic mix of brilliant (and sometimes a bit bonkers) inventions to make our lives easier. See all 34 clever inventions
Meet us at
Loyalty World: May 15-16, Moscow
Hear Jon Dodd speaking about the techniques for user centred design and persuasion, and how these increase customer loyalty. Register for Loyalty World
London – Oxford – Sheffield
Our doors are always open and we love a friendly visit, so give us a call or stop by any time. Find our contact details here
Lunch ‘n’ Learn
Fancy learning something new over lunch?
10 lucky readers will win a free bespoke training course on optimising customer experience at their office.
Email your contact details to email@example.com before March 30th to enter. Read the full ts and cs
Are you looking to improve your mobile website?
Talk to us about how we can help you research, prototype and test a user optimised mobile experience.
Call Caroline on 0845 644 0650
Do you understand your international customers?
Overcome language and cultural barriers to ensure your marketing is working efficiently across the globe.
Ask Caroline how on 0845 644 0650
Need help focussing the team on the customer?
Personas create a tangible representation of your audience based on insight that you can share with your team and business.
Customer experience on your mobile site or app cannot be ignored. Studies suggest that mobile is driving an average of 10% of visits to ecommerce sites, but conversion rates on mobile are generally much lower. By including the customer in the development process you can enhance the experience and increase conversion.
Here are a few tips based on our experience of user testing mobile ecommerce sites:
The UKUPA is the UKChapter of the Usability Professionals’ Association. It brings together UK professionals from the design, technology and research communities who share a vision of creating compelling technology that meets users’ needs and abilities.
Once a month they hold events and Bunnyfoot had the pleasure of sponsoring the July event on the theme of UX and ROI.
The event sold out in 48 hours and the crowd were treated to the following talks.
Bunnyfoot are sponsoring tonight’s event on the return on investment from usability.
For us, it has always been a challenge to accurately quantify and communicate the value of ROI amongst the many marketing activities that surround it. We would love to increase the appreciation of the value of user centred design within the marketing community, amongst our own clients and their internal stakeholders. UX is seen as a recent addition to the product development life cycle, but we are looking to prove that it is by far the most vital step in bringing any product or service to market.
Personas. You’ve probably heard of them and maybe you understand them, or maybe you don’t. That’s OK – these little chaps seem to receive a lot of attention and yet we are frequently asked by our clients what they actually are.
They are a key part of ensuring you stick to your user centred design principles. This post will hopefully give you a bit of an overview of what a persona is and isn’t, how we’ve used them and why you should too. There are also some suggestions for further reading at the end if you’d like to get your teeth sunk a little deeper into this topic.
Our very own Nick Antram is up for election for the UPA’s UK Liaison role and we need your votes to make him your champion before 12th December, 2010!
The UK Usability Professionals Association (UK UPA) has been a source of Bunnyfoot discussion for a long time. There is so much potential when you are part of it to learn, network and grow but we have long felt that it seems more of the London UPA than actually UK spread. We have always tried in ourselves to avoid the London bias by opening offices across the UK, so maybe we are just more sensitive to this than most. We were thrilled when after many discussions about how we could help, a UK liaison role opened to spread the UPA outside London. We jumped at the chance to be part of it as we feel it will bring massive benefit not just to professionals, but all those interested in bringing a great experience to their customers across the UK.