Usability

Why do usability testing

September 14, 2018

There are now lots of ways to gain insight into the user experience: Quantitative analysis such as analytics show where there are problems. Monitoring calls to the customer service team, social media analysis, social listening, online feedback forms and customer surveys will tell you what users are frustrated about To understand why problems are happening […]

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How your website is damaging your brand

August 7, 2018

How many times have you tried using a website that just makes you want to give up? You may have arrived with previously positive feelings towards the brand, but an experience like the one above can change that dramatically. Alternatively, you may land on a page with no preconceptions but before you have a chance […]

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Usability testing on a budget

July 18, 2018

We know budgets can be tight and often stretching to a fully-fledged usability project is just not achievable. For anyone in that boat, here are our top tips for running your own usability session on the cheap… Not convinced? Find out more about why you should usability test your website.

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How can you use a chatbot?

February 1, 2018

Booking airline tickets, getting a mortgage, designing trainers or reading favourite news, chatbots are being used by customers for all sorts of things. But how might your organisation use one and where should you start? (Need to go back a step? Take a look at our beginner’s guide to chatbots) There are three main ways […]

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Chatbot – user research and testing would make them better

February 1, 2018

Most current chatbots are not very good. This makes it very easy for people to be sceptical about them and ignore the whole approach. However, this is often because the user’s needs were not fully understood or because they have not been adequately tested with users. We spend a lot of our time looking for […]

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A beginner’s guide to chatbots

February 1, 2018

You have probably heard the buzz about chat interfaces and artificial intelligence and how this is the next big thing. In this blog we try and explain what they are and why they probably do matter. Broadly speaking a chat interface is: Anything that mimics speaking to a real human. There are two types: Voice […]

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Is your website redundant?

February 1, 2018

How people interact with your organisation is likely to change radically over the next few years. The maturing of some key technologies, most notably machine learning and conversational interfaces, means your users may no longer be using your website.   So why do people use computers the way they do? Why might this change? In […]

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University web sites – can they be usable?

September 4, 2017

Over the years we have undertaken usability testing on several University websites. I have blogged before about why so many University sites are so unusable, and concluded that the problems are primarily organisational not technical. Our recent experience seems to confirm that this is still the case. We have recently been working with another University […]

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‘Can they use it’ v ‘Will they use it’?

July 28, 2017

One of the problems of usability testing websites is trying to get testers to behave as they would in the real world. It is a very ‘unnatural’ process. We recruit people into the lab, pay them money and ask lots of questions about the site and why they have done what they have done. Testers […]

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