Blog

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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Jackson
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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Katja
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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Katja
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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Ruth
November 3rd, 2016

A short history of ux

Can you recall your first impressions of using the World Wide Web? Or was it just there? Something you didn’t think about – an everyday thing. UX is an everyday thing, making actions easier, more enjoyable, less vexatious. An everyday thing that we only become aware of when the thing is bad. Where did it come from – this everyday UX that we don’t see?   The www as we know it, first surfaced 23 years ago, in 1993. While working for Apple Computers, between 1993 and 1998 Donald Norman, (co-founder of the NielsonNorman group) became the world’s first ‘User Experience’ […]

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Natalie
October 27th, 2016

Designing experiences that cross the digital and physical space

Forrester Research defines customer experience as: “How customers perceive their interactions with an organization.” Essentially, customer experience takes design, psychology, and physical spaces (among other things) into account. At its core, customer experience means making a company easier to work with, which translates into a more enjoyable, immersive and pleasurable exchange for both customers and employees. Which then in turn promises happier customers, a lower cost of doing business and increased revenue.   In the end, companies that make customer experience a priority have more loyal, engaged, and satisfied customers. And I’m going to help you learn how your company can start […]

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Anthony
October 5th, 2016

UX Week 16: Top three talks

What do you get when you cross an empathy-driven design crowd with a fancy hotel in downtown San Francisco? UX Week 16! An annual UX Design conference by Adaptive Path (sponsored by Capital One) and hosted by industry heavies like Jesse James Garrett and Alan Cooper. It’s a bubbling, melting pot of ideas and beers, visions, and decisions about the future of the human experience of technology.   The conference impressively brought together a cohort of professionals from a wide array of fields. If there were a theme I would have put it as – ‘Improving things for everyone, from […]

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Katja
September 18th, 2016

Are silos destroying your customer experience?

  Organisational silos make sense right? Structure your company into the parts that belong together. Digital with digital, direct customer contact channels with direct customer contact channels….mobile with mobile…web with web…silos within silos. But guess what? Your customers don’t care how your organisation is structured. At every touch point when they need something from you, all they want is to be helped, supported and valued.   A great customer experience rarely starts with “I’d like to help but… <insert organisational reason here>”, yet so many companies delineate the experience they provide by department. The net result of this is an […]

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