Pure UX results to credit card loss…

I had the chance to spend some time in the Netherlands (awesome place by the way!) where I came across the following parking machine.

The sign at the bottom was so confusing, that I thought I have to put the parking ticket and the credit card the same place (there are machines like that)……rest you can imagine!

parking

Flight Booking Improvements

New type of  interface design from Virgin America, but unfortunately only for the first couple of screens than everything gets a bit dizzy again.  I think Virgin really get the flow for the first three questions (where, when, …etc.), but the rest is not so well elaborated.

Check it out it is still in beta phase:  https://beta.virginamerica.com/ 

 

Music.Beats.CustomerExperience

Interesting discussion on the  <re/code> conference with Jimmy Iovine (ex Beats) and Eddy Cue (Apple).

Iovine speaks about how the experience chain of listening music became disrupted in the last couple of years, how at Beast they try to bring back the right way of listening, the right “sequence” of listening music.

I think Iovine is targeting the topic from the right point, he puts the customer in the centre  of the development process,  you can see that he feels the customer. Looking fwd. what comes out from the joint work with Apple.

Watch the video to make you own opinion:

Something amazing from Google….

Watch this video, I love that Google puts a lot of money in R&D and they really drive innovation, regardless it brings money immediately or not ( ex.: Google Glass, Internet Balloons, …etc.)

Customer Journey Mapping the Stanford Style

Nice video describing the journey mapping tool as part of your design process – via D.School Stanford.

Journey Map from Stanford d.school on Vimeo.

The High Price of Customer Satisfaction

Very interesting article from the MIT Sloan magazine, about the super frequently asked question: does customer experience really improve the financial performance?

They do not only investigate this question, but they do give some tips -tricks on how you can manage better customer experience in order to deliver the financial results as well.

In order to read the full article you need to register, but MIT Sloan provides a free subscription plan, in which you can read 2 articles / month for free. I think it is worth while to burden one of your free passes on this article.

“Satisfaction guaranteed or your money back.” That business promise has been made to consumers since 1875, when Montgomery Ward used it to differentiate his mail-order catalog from other retailers. Commitment to customer satisfaction is now a vow many businesses make. It is common to find mission statements and marketing plans that specifically address customer satisfaction; compensation systems that incorporate satisfaction metrics into their bonus criteria; and advertisements that trumpet customer satisfaction awards.

Customer satisfaction has become the most widely used metric in companies’ efforts to measure and manage customer loyalty.1 The assumption is simple and intuitive: Highly satisfied customers are good for business.

However, the reality has not proven nearly so simple….

Source: MIT Sloan Magazine

 

Customer Journey Mapping and the Government

I do not really know what is the background behind this, how this happened, but to make the long story short, I still find it amazing that Google first page result about Customer Journey Mapping is pointing to a UK Government site.

What is even better, that the guide you find there is a really great, slim, minimalistic customer journey approach.

While in large multinational, profit oriented organizations it is a big-big effort to introduce the method and get people engaged with it, in contrast you just simple find on a government site such a cool, practical description and template.

Click here for the Customer Journey description and here for the template.

Thumbs up for the Government Communication Service!

Source: Government Communication Service

Other articles about Customer Journey Mapping on Significantfeelings.com:

Price is not always a good story…

This is not valid for every situation, but in some case defiantly true. I will come soon with a longer session about prices.

10 Principles for Good Design

Dieter Rams was always questioned himself during the design process : is my design good design? The answers he gave to these questions are summarized in his design principles.

10 Principles for Good Design

Is innovative – The possibilities for progression are not, by any means, exhausted. Technological development is always offering new opportunities for original designs. But imaginative design always develops in tandem with improving technology, and can never be an end in itself.

Makes a product useful – A product is bought to be used. It has to satisfy not only functional, but also psychological and aesthetic criteria. Good design emphasizes the usefulness of a product whilst disregarding anything that could detract from it.

Is aesthetic – The aesthetic quality of a product is integral to its usefulness because products are used every day and have an effect on people and their well-being. Only well-executed objects can be beautiful.

Makes a product understandable – It clarifies the product’s structure. Better still, it can make the product clearly express its function by making use of the user’s intuition. At best, it is self-explanatory.

Is unobtrusive – Products fulfilling a purpose are like tools. They are neither decorative objects nor works of art. Their design should therefore be both neutral and restrained, to leave room for the user’s self-expression.

Is honest – It does not make a product appear more innovative, powerful or valuable than it really is. It does not attempt to manipulate the consumer with promises that cannot be kept.

Is long-lasting – It avoids being fashionable and therefore never appears antiquated. Unlike fashionable design, it lasts many years – even in today’s throwaway society.

Is thorough down to the last detail – Nothing must be arbitrary or left to chance. Care and accuracy in the design process show respect towards the consumer.

Is environmentally friendly – Design makes an important contribution to the preservation of the environment. It conserves resources and minimizes physical and visual pollution throughout the lifecycle of the product.

Is as little design as possible – Less, but better – because it concentrates on the essential aspects, and the products are not burdened with non-essentials. Back to purity, back to simplicity.

Source: Wikipedia

We Sign Our Work

Very intensive communication started from Apple regarding their design principles. It worthwhile to go through the resources published, good reading for the weekend: https://developer.apple.com/design/tips/

In case you want to have a deeper understanding click here for a comprehensive documentation: https://developer.apple.com/design/

They published couple of videos together with the famous Designed by Apple in California video, I really like the Developers in Action video.

Source: Apple