Tag: user experience


What is intuitive design?

What is intuitive design?

If a user describes a product or system as intuitive it is among the highest praise they can offer. Given this, it’s reasonable to ask what it means to be intuitive. It seems nobody really knows. Ironically, people’s definition of intuitive is, well, intuitive, as they struggle to define the term in a specific, meaningful way. A dictionary definition: Intuitive is when users understand behaviour...

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Self-service can work!

Self-service can work!

In the latest blog in our series relating to self service we look at a library kiosk. One of the libraries we use has a self service kiosk called smartserve 400 (http://www.bibliotheca.com/1/index.php/our-products/self-service-kiosks/smartserve400) It’s a revelation! The on screen instructions are easy to read and follow and include clear and helpful graphics to illustrate them The space where you wave or swipe your books to borrow...

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The end of glass skyscrapers?

The end of glass skyscrapers?

An article on the BBC news magazine this week raised the question of whether the architectural profession is turning against designing buildings with vast amounts of glass. Certainly we’ve always found in our interiors work that there is great value in delivering daylight to all users of a building.  There are challenges in controlling it of course.  And the comments of Ken Shuttleworth raise some...

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Materials, feelings and personalisation

Materials, feelings and personalisation

Great piece on the Engadget website about the choice of materials for the new Samsung Galaxy S5. Now we are going to stay away from any arguments of Samsung vs Apple. But we thought the piece was interesting to see a view on the choice of materials and how it relates to your feelings about a product.  The metallic iPhone feels strong and robust but...

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Making us happy in public places

Making us happy in public places

In a recent meeting on a transport project we were talking about the things that enhance our travel experience as passengers.  There was all the usual stuff there about service, facilities etc. But for a moment we talked about those little extra things that make us smile on our journey and we remember. We all thought back to the street pianos that were around during...

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The future of self-service & customer experience

The future of self-service & customer experience

There was news last month that some supermarkets are reviewing the use of self-service checkouts. Research has suggested that they do not save time for customers and that they maybe contributing to an increase in theft. There had previously been an expectation that we would see increasing amounts of self-service in supermarkets because they save on staff costs and were expected to reduce queue lengths....

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Is the ticket dead?

Is the ticket dead?

The news that London Underground are to close ticket offices (www.bbc.co.uk/news/uk-england-london-25025888) is set to change the nature of the “ticket” and the interaction between operator and customer. The days of the little bit of paper clutched in our hands are clearly numbered.  Tickets moving onto our smart mobile devices creates a range of opportunities to enhance the passenger experience by offering a more joined-up, journey-orientated...

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Good usability & design in changing home heating behaviour

Good usability & design in changing home heating behaviour

Seeing the new Phillipe Starke designed thermostat (http://www.stuff.tv/netatmos-philippe-starck-designed-thermostat-simply-beautiful/news) made us think about the role of good usability and design in changing behaviour. There are lots of factors in play in ensuring we heat our homes efficiently – good insulation etc.  But often ignored is the often poor usability of the thermostat and control devices that come with our heating systems. The lack of good usability...

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User led, centered or focused?

All designers talk about the need to understand users as part of the design process…indeed we often talk about “putting users at the heart of everything we do”.  But there is a clear distinction between being led by users (and what they think they want) and understanding what they need and developing new solutions around this. There is a view amongst some in the design...

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The Sleeper Train

The Sleeper Train

The news that First Great Western’s franchise renewal has included offering more sleeper services coincided with a piece on Radio 4’s Saturday Live this weekend on the London to Penzance sleeper train. It was a great reminder of what a wonderful experience the sleeper train it and how it captures the romance of travel in a way in which only rail travel can do. What...

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