According to an article on eMarketer the method customers book travel depends upon their needs. Nothing revolutionary there; what is interesting is that fewer travelers are booking their trips online overall.
“This is not due to personal financial concerns—online travel bookers are an affluent demographic,” Mr. Grau [senior analyst at eMarketer] said. “Rather, it is [...]

Posted in Customer Experience, Marketing, Web 2.0, Web design, innovation, interaction design, travel No Comments »

When a customer starts completing an application or registration form it demonstrates they are committed. It therefore makes sense to pay attention to the usability of that form. But how often is the content of the form considered? Are there content barriers in the form that prevent customers from completing it?
Marcelo Calbucci [...]

Posted in Web design, usability 1 Comment »

In the real world, when I get an application form I’ll flick through the pages and have a look at what is required. I can choose which fields I complete in whatever order I like. If I want to take a break half way through I can. I can complete it when I [...]

Posted in Banking, Customer Experience, Design, Information Architecture, Web 2.0, innovation, interaction design, usability 6 Comments »

Following a recent Economist article, JP Rangaswami blogged about “can versus should“. His theme was around DRM and identity; just because the government can monitor your digital behaviour does not mean that they should. I like this, but think it can be extended to much of the IT domain.
Web 2.0 introduces many new [...]

Posted in Customer Experience, Mobile phones, Web 2.0, usability No Comments »