Make things pretty, neat and fun! Clever.
Pleasant things work better.
Beautiful and fun designs can make people happy.
If you’re happy, things work better because you’re creative.
Visceral level in design (e.g. A waterbottle we buy and keep instead of throwing it away. It’s not about the water, it’s about the bottle)
The Visceral Experience + Behaviours + Reflective =
Emotion is about acting and interpreting if the world is good, safe, dangerous.
Reflective = looks over what’s going on. (e.g. owners of car. a car that attract attention and their image).
Honesty: Don’t try and hide anything. Customer: “Be honest with me when you get it wrong, and address the issue.”
Reliability: Your business should be one that is reliable (things work here).
Consistency: deliver a consistent experience for both mobile and desktop = satisfied and loyal customers
1. Identify the moment of truth in the overall customer journey
2. Track and monitor the performance of these interactions
3. Dedicate efforts and resources to improve the failed moments of truth
4. Reduce customers’ pain points, uncertainty and minimize risks
5. Gain valuable and long-term relationships with customers, and create a personalize customer experience
Continue reading “Usability Note No.7: Just Tell The Truth and Accept the Moment of Truths”
- Understand the customer’s own context, in terms of resources, process and desired outcomes. (e.g. nature, frequency, time, location, detail)
- Adapt your website experience to match more closely to the customers’ behaviours and preferences.
- Use tactile, visual and auditory cues
- Match the organization’s brand and reputations (e.g. colours, graphic, layout, language, paper type, tone of voice), and to inform customers about the organization’s brand and values.
- Friendly message (e.g. soft colours, illustration)
Continue reading “Usability Note No.6: Personalize the Customer Experience to be a Friendly One”
“Serve rather than sell.”
Focus on educating and guiding the customer to minimize the risk of confusion and of negative responses.
- Convey essential information effectively by using the right tone of voice and language.
- Avoid legal terms, jargon, etc.
- Replace heavy text documentation with images
- Clear and easy to understand
- Make it easy for customers
Continue reading “Usability Note No.5: Minimize Risk and Uncertainty”
Identify and monitor “moments of truths”.
These critical interactions have a major effect on the customer-provider relationship.
To improve them is to improve the customer experience and reduce customer pains in an ongoing and reactive manner.
Continue reading “USABILITY NOTE NO.5: Moments of Truths”
“Digital patina” is a way that the design of the homepage expresses the fact that it is adapting itself to you (Moggridge, 2006, p. 499). BBCi uses the technique of the gradual fading in colour
Continue reading “Usability Note No.4: Personalization of Website”
We need to clarity and a point of view about what we could offer as a service provider.
Try to understand the physicality of the behaviours associated with finances and banking.
Question to ask: What web experience would be most appropriate for “onlookers”?
Look for user insights,
Juniper Online Banking created a framework about the attitudes of banking:
Horizontal: How engaged users are likely to be with managing their money (low, high)
Vertical: How users view their finances (short-term view, long-term view)
Attitudes: Dreamer, Pathfinder, Organizer, Onlooker
+ Continue reading “Usability Note No.3: Juniper Online Banking Case Study”