September 14th, 2017

NN/g Sydney Conference Review

UX professionals attending a UX conference (especially one bearing the names of Jakob Nielsen and Don Norman) are going to expect nothing less than thoughtful, useable design at every touch point. Ironically, the NN/g UX conference lagged at several intersections, with avoidable faults that even included a broken feedback link which took days to fix. The NN/g UX Conference Sydney 2017 was held at the Marriott Hotel Circular Quay. The conference location was accessible with rooms well suited to the class size and content, but lacked a common space for networking and catering. Lunch was served on an internal balcony […]

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August 7th, 2017

How Netflix deal with big data

  Satya Kunapuli, head of data engineering and analytics at Netflix, recently visited Australia. He shared how his team works with large-scale data processing to power machine learning algorithms. Their extensive use of data to test, learn and iterate supports paid media marketing outcomes. Netflix’ stunning subscriber growth Netflix has over 100 million subscribers in 190 countries, and gains 1.5 million new subscribers every year. “We went global quickly to ensure that our services scaled, and to learn about users viewing behaviours as quickly as possible.” Their first original show, House of Cards, was produced four years ago. Since then […]

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June 22nd, 2017

The ultimate intranet design journey for happy employees/customers

How user experience designers can navigate common hazards in intranet design When thinking of the steps involved, or how to kick-off the project, designing or redesigning an intranet is no different to any other project. At its most basic, an intranet is a tool for storing and retrieving information. A tool for a specific type of task, it is used at work during the working week, on a working day. Armed with the information I need, I’ll get the job done then put the tool away. Well, that’s one hypothesis. Don’t be fooled into thinking we already know our users It’s true we may have demographic […]

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June 6th, 2017

Chatbots versus Live Agents

First published on Firebrand Talent Blog Can customers have a meaningful conversation with a company robot? In my world of customer experience design, there is a lot of talk currently around Chat Bots and conversational user interface experience. Leading global powerhouses are currently directing energy and resources toward experimenting with specific Chat Bot experiences for different user groups. However, because they are effectively just an intelligent technical interaction, customers are not actually engaging with a real person. Whether customers prefer to talk with a robot or a human (and if they actually even notice) and how this affects the customer […]

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Bec Coleman
May 25th, 2017

Is the future ‘channel-less’ design

Most companies are still in a legacy multi-channel service delivery mode, with clunky experience within individual channels, let along across them. The good news is that many have recognised the importance of good customer experience and looking to change it.   To get there most appear to be leveraging the same legacy platforms that were built for another purpose, in another time and pinning all their hopes on an API layer to enable them to deliver differentiated customer experiences.   While this approach may get them up to speed with a trend that is between 5-10 years old. With the […]

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May 10th, 2017

Do you really need to make an app?

  When the iOS App Store launched in 2008 and the app craze took hold, businesses have been developing mobile applications with the same frenzy observed throughout the 90s and 00s, at the advent of the Web. As we approach the 10 year mark, let’s consider whether applications are critical for every business. Recent data by ComScore shows the average smartphone user downloads zero new applications per month, and those that do make the cut are often abandoned after just one use. Before investing time and money into app development, know what apps excel at and whether your product relies […]

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Alex Bourke
March 27th, 2017

I had a ‘crack’ at Virtual Reality and this is what I learnt…

I’ve been wanting to experiment with virtual reality for a while now but have always seemed to use the excuse that I can’t find an easy, inexpensive way to get started. I decided recently to just bite the bullet and start, somewhere. So – I set some time aside to do a little research, bought a fancy 360º camera, set it up and recorded an entire d.School Design thinking workshop. This is what came out: 360º d.School Design Thinking Workshop Time-lapse from Syfte on Vimeo. Alright, alright, I hear all you tech-nerds out there shouting at me: “Errm…360º video is […]

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March 14th, 2017

Embracing digital is the antidote to disruption for retailers

First published in Marketing Mag in February 2017 Australia’s retail industry has just taken another direct hit, with another two fashion retailers, Herringbone and Rhodes and Beckett calling in voluntary administrators. This news came literally two weeks after another two respected Australian fashion labels, David Lawrence and Marcs, also collapsed into voluntary administration. According to administrators from Cor Cordis who are representing Herringbone Pty Ltd and Rhodes and Beckett Pty Ltd, “high overheads, some unfavourable store leases, and other residual legacy issues” are the key factors that lead to their appointment. No doubt the Australian retail sector is very concerned right […]

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February 28th, 2017

Optimising the Customer Experience for Business Success

Most of us would agree that last year saw a very distinctive movement toward the customer experience — regardless of industry. Before these significant changes, companies controlled the market place and customers had to play by their rules.Companies had the luxury of trying to dictate to customers about what they should want, rather than the other way around. This meant businesses could conveniently plan well ahead in the long-term — what products and services they would produce, how they would market and deliver them, and how customers would receive them. There was limited scope for customers to request particular products […]

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Mal Stephens
February 1st, 2017

Designing for humans with disabilities

  There are many things in life that I take for granted, like the way my body responds to the daily tasks required of it. With little thought,  I can make a decision, carry it out, and achieve the result I was hoping for.  For example, I’d like to take and Italian cooking class over a weekend, and all I need to do to make this happen, is jump onto Google, find a class, sign up, read the course content and then get myself  there; nothing much standing in my way. . But, what if I was living with a […]

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