Digital Experience

• Your normal is unique to you. Thinking otherwise leads to bias and exclusion

  Posted by Kate Morris on Oct 1, 2026 10:30 AM

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  By Lucy Collins, Web Usability Director

  We all go about the world with an idea of what is normal. We have expectations about what will happen when we walk into a room, the right way to eat a chocolate digestive, how much a good bottle of wine should cost or how a website should behave when we click a button.

  That idea of normal is totally unique to you. It comes from your mental model: the internal understanding you use to make sense of the world and predict how things will work.

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  Topics: Accessibility, Digital Experience, User Research

• Accessible doesn’t have to mean basic: what the Bayeux Tapestry can teach us about inclusive digital experiences

  Posted by Kate Morris on Sep 10, 2026 2:06 PM

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  By Sophie Knight.

  There’s a misconception about accessibility that making a digital experience accessible means making it simpler, more conventional (or dare we say it - a bit boring!).

  Accessibility is sometimes talked about as though it puts limits on creativity. If an experience involves unusual navigation, lots of interaction or highly visual content, making it accessible can seem like a much bigger challenge.

  We’ve recently been working on a project that shows why it doesn’t have to be that way.

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  Topics: Accessibility, Digital Experience, Online Learning

• The website isn’t dead. But the way we arrive there is changing.

  Posted by Kate Morris on Aug 21, 2026 12:27 PM

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  By Lucy Collins

  Every so often, usually following the launch of another significant AI feature, I see another prediction about the death of the website.

  The argument goes something like this: in the future, organisations will simply maintain repositories of information which AI platforms will scrape, interpret and serve back to us through conversational interfaces. We won't need to browse websites because AI will do the browsing for us.

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  Topics: Digital Experience, User Research, UX Consultancy

• Ep38 Managing complexity in eCommerce with Imogen Crawford

  Posted by Alice Greenman on Feb 26, 2026 12:08 PM

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  In this episode of the Web Usability Podcast, Lucy Collins and Imogen Crawford discuss the complexities of scaling eCommerce businesses. They explore how growth can lead to overwhelming choices for customers, the importance of understanding customer needs, and the balance between product complexity and usability. The conversation emphasises the need for data-driven decision-making, effective channel strategies, and the significance of user testing to enhance the online shopping experience.

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  Topics: Digital Experience, Usability Testing

• Ep20. The power of empathetic storytelling

  Posted by Alice Greenman on Mar 27, 2025 9:30 AM

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  In this Web Usability Podcast episode, Lucy Collins and Grace Carter, Founder and CEO of The Metamorphose Group, explore the power of authentic storytelling in creating impactful campaigns, female entrepreneurship, and driving real social change. They discuss the challenges of balancing motherhood and business, the importance of vulnerability, and how empathy builds stronger communities.

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  Topics: Digital Experience

• Ep19. Women of UX: International Women’s Day celebration

  Posted by Alice Greenman on Mar 13, 2025 9:47 AM

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  In this special episode of the Web Usability podcast, Lucy Collins and her team celebrate International Women's Day by discussing their personal journeys into the digital industry, the importance of women in tech, and the challenges they face. They share inspiring stories of women who have made significant contributions to the field and emphasise the need for supportive work environments that empower women.

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  Topics: Digital Experience

• Ep14. Jingle all the way: wrapping up the year and unwrapping 2025

  Posted by Alice Greenman on Dec 19, 2024 9:25 AM

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  In this episode of the Web Usability podcast, host Lucy Collins and her team reflect on the past year in digital accessibility, discussing the implications of the European Accessibility Act and the evolving role of AI in user experience.

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  Topics: Digital Experience

• Ep12. How to succeed in eCommerce with Imogen Crawford

  Posted by Alice Greenman on Nov 28, 2024 9:30 AM

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  In this Web Usability episode, Lucy chats with independent e-commerce consultant, Imogen Crawford. They talk about the evolution of online shopping and how brands can better meet customer needs.

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  Topics: Digital Experience

• Ep 6. Thinking in an evidence-based way with Scott Fulton

  Posted by Lucy Collins on Aug 22, 2024 9:00 AM

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  In this episode, Lucy Collins interviews Scott Fulton, Director of Digital Rebels, about the importance of evidence-based design in creating effective digital services.

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  Topics: Digital Experience

• Satisficing: how users browse online

  Posted by Lucy Collins on Aug 23, 2023 12:03 PM

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  How we browse the web is determined by a number of different things: what we are trying to find, how high value our search query is, the sort of person that we are.

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  Topics: Digital Experience, UX Consultancy