User Insights

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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Gov.uk doesn’t work for some users

July 10, 2017

I have always been a bit of a fan of Gov.uk. From a citizen’s point of view, it has transformed many aspects of transacting with Government. Whether it is re-taxing the car, applying for a passport or applying for a patent it is now quick and straightforward. Gov.uk clearly deserves many of the plaudits it […]

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You see what you expect to see…

June 26, 2017

I have a confession to make – one that is a bit embarrassing. As a researcher, I know you must not trust your own opinions but should look at the evidence, because often our instinctive view of world – or of people’s behaviour – is wrong! A while ago I was caught out ignoring the […]

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Alzheimer’s Society new web site

January 27, 2017

Web Usability has been heavily involved in helping to develop a new website for the Alzheimer’s Society that has just been launched. We are very chuffed with this and think the Society’s web team and their design agency have done an amazing job. Take a look at www.alzheimers.org.uk. There were a number of challenges that […]

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Can good UX ever be bad?

January 20, 2017

We were recently approached to do some usability testing on the Financial Conduct Authority website. In order to prepare the proposal I spoke to a stockbroker friend to get some idea of users’ goals and the effectiveness of the site. I was rather surprised to learn that he would never dream of going anywhere near […]

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