Category: Design

The dichotomy of designing journeys

As service designers, we like to think that we bring to projects a unique approach, creative skill and a deep understanding of people and their needs. But what about allowing those people to design and implement for themselves, without us orchestrating the entire process? A Seren service design approach In a recent successful project for

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Boring smartphones?

Are smartphones just not that exciting anymore? I’ve had an iPhone4 for a little over two years. It’s a great phone and, until the home button started working erratically recently, I’ve been very happy with it. But it’s been two years and so now I’m out of contract and could be tempted to get whatever

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Smart user-centric digital design

User-centric design is both a long-standing concept and a contemporary issue for many online businesses. Essentially it involves realigning design values from the viewpoint of end-users and customers, embracing their desires and needs throughout the whole creative process. Rather than developing technology and functionality built purely for business benefit, and then bolting the user experience

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The mobile website dilemma

There looks to be the beginnings of a culture shift when it comes to mobile websites. We’re starting to see that major organisations are beginning to truly grasp that the mobile web is an increasingly important part of their digital presence. However, there is some anxiety over the best way to approach this. In the mobile

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Pizza Express’ multichannel QR code

Over the last six months the rise of QR codes for multichannel customer engagement and marketing has reached a tipping-point. Providing an easy way to use a smartphone to scan a small code in the real world and immediately access information or a service online means QR codes have started to crop up on posters,

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Designing in imperfections for Engagement

“I don’t understand it Richard. I spend hours writing this stuff and I know lots of people are reading it. But no one seems to want to comment on my blog posts.” What was our senior exec. blogger’s problem? He was just too damn perfect. My client was carefully crafting his copy, working through his

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In memory of the multi-channel experience

Sometimes I’m pretty spontaneous and buy stuff straight away after a single website visit (a single customer journey). Sometimes I prevaricate, make selections online, change my mind and leave, come back, add to basket, get distracted, check out another website, check my bank account, leave the website, a week later return and then finally buy

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So that’s why DOB fields are dropdowns

A recent project to redesign an online form and create a version for mobiles reminded me, once again, of the importance of user testing. According to Caroline Jarrett in her (very user-friendly) book Forms That Work, ‘Slot-in answers such as name, address, and date of birth are so well known to us that it is much easier and more natural to

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