Posts Tagged ‘twobenches’

Six techniques to gain customer insight

September 17, 2015
  1. The data detective – des research with secondary data eg customer data; analytics; industry reports
    1. Google Trends
    2. Google Keyword Planner
    3. Google Analytics
    4. Government Census Data, World Bank, IMF etc
    5. Third party research reports
    6. Social Media Analytics
    7. CRM system
  2. The journalist – Conversations/Interviews with customers 1:1 or even in focus groups;
  3. The anthropologist – Observational studies; diary studies
    1. (B2C) Stay/live with the family, participate in dailt routines, learn about what drives people
    2. (B2B) Work alongside, observe, what keeps these people awake at night?
    3. (B2C) Observe shopping behaviour
    4. (B2C) Shadow customer for one day
    5. (any) Find new ways of immersing yourself
  4. The impersonator – Step in the shoes of your customer; cognitive walkthrough
  5. The cocreator – Workshops
  6. The scientist – Experiments, A/B testing, user testing etc.

Osterwalder 2014, p. 106-115


Service design: initial analytic questions

September 3, 2015

Some initial analytic questions to anchor explorative research:

  • Other ways of doing to achieve the same?
  • Motivation for doing it?
  • Channel bridges, how many cross channel experiences?
  • Are services bound to a particular channel?
  • Feedback opportunities?
  • Stakeholder channel dependent?
  • First time experience vs repeat experience
  • (Extreme) types of environments
  • (Extreme) types of users
  • Accessibility

Museum’s audio guides

April 12, 2013

Found this review on tripadvisor:

“Be careful with the audio guide at Bowie exhibition.”

Reviewed 2 April 2013
I just wanted to say how much I enjoyed the Bowie exhibit, but there’s one thing which spoils it. When the rooms are full, you can’t get close enough to the exhibits for the right audio to kick in, which means if you’re looking at Space Oddity, you’re still getting ‘Underneath the Arches’ from the Gilbert and George piece on the way in! It’s hugely annoying as you’re jostling for position, trying to get into the right catchment area for the right audio.

I appreciate that this probably works perfectly with a few people, but with a few hundred it doesn’t – and you start wondering whether what you’re hearing IS what you should be hearing! And you become aware of other people walking about moving their heads like Balinese dancers trying to get their heads into the right space, as it were.

I think a simple ‘Press 1’ might not be as sexy, but it works!

Interaction cost

February 13, 2012

The amount of cognitive and physical effort that a user needs to put into a task in order to achieve a meaningful outcome.

Excel: Insert new row (Mac)

February 6, 2012

ALT & mouse-click in row number below the one(s) you want to insert. Be careful NOT to click anywhere else in row as this will add row(s) NOT across all columns but only in one column.

Solving UX problems

October 19, 2011
  1. Tackle a UI problem by dividing it into tasks that each have a beginning, middle and end
  2. Use sketching as a response to uncertainty and move on to HTML to establish gaps
  3. Focus on the most natural solution [for a persona] so that [persona] people will intuitively grasp a design
  4. Focus your design process on conflicts and friction points, attacking them one by one until the design works<
  5. /ol>

    Derived from Ryan Singer Watch me sketch and code a UI from scratch

Benefits of lo-fi prototyping

October 14, 2011

Here’s a couple of the main advantages:

  • Get better and more honest feedback
  • It’s great for A/B testing
  • Make the cost of mistakes cheap, not expensive
  • Refine the page flow, not the pages
  • Figure out the interaction design rather than the visual design

Andrew Chen:

Clickable lo-fi prototypes

Benefits for client/agency:

  • Facilitate documenting requirements
  • Allow quick iteration at very little cost
  • Compatible with agile workflow
  • Focus on functional elements rather than visual treatment

Benefits for customer/user testing:

  • Focus on screen elements that matter for the journey (no distractions)
  • Edgy look-and-feel invites to expressing ideas and comments (improvements/changes)
  • Allow for multiple test-sessions in quick iterations
  • Easily allow for A/B/C comparison

2 not quite random thoughts

July 26, 2011

You can only play if you are on safe grounds.


Never try to run if you can’t walk.

Cardinal, Ordinal, or Nominal Numbers?

July 3, 2011

A cardinal (or counting) number shows the quantity of something, e.g. 3 apples or 1200 search results

An ordinal number expresses the rank or position of an item in an ordered list or a comparison of items, e.g. 1st in line, 3rd repetition, or 22nd row

A nominal number is used to identify something, similar to a calling name, e.g. a post code or a phone number.

Excel: repeat last action

June 29, 2011

F4 repeats last action in Excel, e.g. Insert row