Member Since: 15th Nov 2017
ANDREW LANCASTER is the founder and director of UniCurve.com. He believes in intuition backed by science for getting optimal customer reactions. UniCurve publishes popular information sites for university and college students.
Try to understand their experience. And always test to see if your assumptions are working.
Company Director UniCurve
11th Jan 2018
To use data in a productive way, it often helps to start with a question (e.g. how much of our revenue can be attributed to the affiliate program?). Then you can start to use the data intelligently. You may find you have critical data gaps.
24th Dec 2017
Good read. Lessons from game design can be used everywhere. These days, people move so fast between different platforms, they want easy navigation, responsiveness, and for visual responses when they click. Game design is worth keeping in mind for every online interface with customers.
23rd Dec 2017
The stats are interesting, though don't much capture what's invested in improving the customer experience. For existing customers, businesses place effort into delivering good products and services. And, in the end, that may be the best way to "market" to that group.
13th Dec 2017
Nice article Chris. Much of this is product-centric. But consumers definitely appreciate the ability to search, research and find the ideal product for them online. Bricks and mortar needs to complement that wish.
3rd Dec 2017
Nice article. This trend has only been strengthening over the past few years. Information technology is multiplying the potential for people to help each other rather than going through the traditional company-consumer transaction model.
21st Nov 2017
Thanks for the maps and pointers Neil - instructive. I wonder how online accounts fit into this. Multiple "steps" in the journey can take place through a customer-controlled online account with the service provider (from initial research through to downloading paid invoices). Having a good interface is a powerful way to improve the experience and something many businesses could invest more in.
17th Nov 2017
Another issue people have, especially with the number of apps around, are the resource effects of allowing tracking. If everyone's tracking your movements, doesn't that place extra strains in terms of your phone's data usage and battery life? Would be interested to know if this has been studied and what the results were.
I think people are becoming quite selective in when they allow tracking, and generally opt out if there's no obvious benefit.
17th Nov 2017
Seth, your recommendation to add a free-text field is spot on. As a business owner, I crave very specific, detailed feedback so I know what to change.
Number ratings allow you to compare different services. But they don't help much with identifying how to actually improve things.
17th Nov 2017
Agree with your points David. Will also add that it's not just traffic that's increasing the importance of responsive design.
Starting sometime next year, the mobile version of your website is likely to be what determines your ranking. Google is switching to a "mobile first" index.