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Archive for September 2017

Monzo – the bank of the future – a review

Sep 21

by Rebecca Laycock

In: Articles, Usability Reviews, UX Design

1 comment

It seems almost everyone is on the Monzo hype at the moment, even Martin Lewis has jumped on the band wagon. So when we heard Monzo were coming to town last week, we were keen to go along and find out more about what they are getting up to! We learnt how they are shaking up the user experience of banking, guided by their 3 pillars of UX, innovative tech and customer service. They went on to explain that they are no longer focussing on their early adapters and trying to reach out to the wider community.
> Read more

Making Help Helpful: Reviewing Popular Help Features in an Age of Self-Service

Sep 07

by Alana Mothershaw

In: Articles, Usability

Comments Off on Making Help Helpful: Reviewing Popular Help Features in an Age of Self-Service

Help features are typically only used as a last resort. Whether it be an electronic appliance or a web application, most users will not read instructions until they feel stuck, and even then they might not. There are two key reasons for this:

  • Firstly, due to prior experience users often regard help as unhelpful. Masses of text and pages of irrelevant FAQs have led them to simply ignore it.
  • Secondly, as usability continues to improve, users are learning to rely on their own intuition. They expect to be able to self-serve and navigate through a website themselves, so requesting help seems to have become associated with ego depletion.

You might wonder if that makes help features redundant, but we know that users still need help. So the challenge is finding a better way, or ways, of providing it. In this article, we will discuss the helpfulness of some familiar help features from the perspective of how the user gets the help – is it pushed towards them or do they need to seek it out and pull it for themselves? We call this Push and Pull help:
> Read more

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User testing & Agile – Enemies or Friends? Our Leeds Digital Festival event co-hosted with Bolser

24 April 2018

Do It by the Book: How to Use Storytelling in UX Research

4 April 2018

User experience research vs. market research for product design and development – a blurring line?

22 March 2018

How to use storyboards effectively in UX projects

8 March 2018

Homepage fundamentals: Handy tips to entice your users

22 February 2018

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