Usability Note No.6: Personalize the Customer Experience to be a Friendly One

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)

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