More fascinating e-commerce insights for 2015! Expo day 2

Following our hugely popular write-up of the e-commerce expo day 1, here’s what happened on day 2. It’s even better, with fantastic insights on how to be successful in e-commerce in 2015, with advice from Paypal, Maplin and leading successful entrepreneurs!

The future of payments now

Rob Harper, Paypal

paypal mobile

Mobile payments are growing rapidly. More and more consumers are using their mobile to purchase. It means they’re buying on their terms and on their device.

However, £1.5bn was lost to uk commerce in the last year! Why? Payment friction is one of the leading reasons why customers leave websites. According to a poll by Harris, 47% of customers failed to complete a purchase as the process was too difficult on their mobile phone. What makes this worse is that 63% of consumers are less likely to buy from the same company through a different purchase channel after abandoning a mobile transaction due to poor performance.

Rob described how on average, it takes the user 140 taps to pay through a smartphone (see Smartphone Steve below).

average_moible_payment_process

Of course Paypal were at the expo because they believe they have the solution to this. Using Paypal, the number of taps is reduced to just 19 taps. He claimed it was more convenient, secure and Smartphone Steve doesn’t have the hassle of trying to find his wallet (which a lot of people don’t carry with them all the time, whereas they’ll always carry their mobile). Rob said that 47% of UK Paypal mobile users wouldn’t have made the purchase had Paypal not been available.

Paypal are also expanding into the mobile payments market in the offline retail space – will they be successful?

Driving performance through paid media optimisation and rich content

Michel Koch, Maplin, and Emmanuel Arendarczyk, NetBooster

Hands up if you know who Maplin are! That was one of the first things we were asked and a room full of hands shot up in the air. Apparently we were fairly unusual, as the average percentage of people who recall Maplin, is just 9%. However, just earlier this year, this figure was as low as 3%. They launched a TV campaign which was seen by 70% of tv viewers, pushing up Maplin’s recall rate to the current 9%. The TV ads focussed on Maplin Moments. If you don’t remember the ads, here’s a reminder below (I especially love the first bit, “This guy, let’s call him…. Guy”):

“The customer first, always”

Focus on your audience, on people and their behaviour. Maplin’s motto is “the customer first, always”. Maplin used to only focus on keywords, now they focus not just on people, but people with a certain behaviour.

It may (or may not) come as a surprise to hear that Maplin has a fantastic NPS score. They score second, directly beneath Apple. Beneath Maplin, in order, are First Direct, Amazon and ebay.

Maplin have heavily invested in mobile and TV channels. They advise going to where your customers are. For them, this is YouTube (the second biggest search engine in the world, after Google) and they have invested in the creation of how to videos for YouTube viewers. Video is incredibly powerful and lots of companies have seen increased conversion due to them: ‘1 minute of video is worth 1.8 million words’ Forrester.

maplin_youtube_results

Customer engagement trends – how to stay ahead in 2015

Steven Ledgerwood and Saima Alibhai, Emarsys

customer_engagement

Steven and Saima, advised that your starting point should be the above 4 key questions: Who is the customer, what content fits the customer, when to reach the customer ad how to reach the customer.

3 key trends of 2015

1. Understanding customer behaviour

Your website gives you 10x more user generated data compared to email alone and is the most up to date data, however the challenge is getting value from this (big) data.

Right time + right content + right person = positive perception + revenue + engagement

For example, if a user comes from facebook to your site, use the right content and language: ‘Thanks for coming from facebook…”

And if the user leaves without purchasing you can now send them an email reminding them to purchase. Then when they come back to your website you would remind them about the item in their basket that they were going to buy as well as some additional cross-sell suggestions.

2. Multichannel personalisation

94% of companies agree that personalisation is critical to future success, however, more than half of companies are not using their CRM data to personalise how they communicate with their customers. 72% understand the importance of personalisation but they don’t know how to do it.

What to use to segment and personalise campaigns: gender, purchase behaviour, email behaviour, preference centre, team knowledge (see pic)

market_segmentation

Focus on what people are doing RIGHT NOW.

3. Automate! Automate! Automate!

The biggest opportunity available to marketers and those in e-commerce is the 92% of all website visitors that aren’t converting. Of the 8% who convert only 50% buy again. 8% of customers generate 41% of revenue.

website_visitors_not_converting

An example was given that if people don’t purchase, you could send them an email, offering them a discount along with photos of other products they might be interested in.

How digital tools will change the in-store shopping experience

Juha Mattson, Walkbase

Juha really was presenting the future of e-commerce and I loved this presentation. It showed how you can now analyse and treat conversion online and offline together to have one overall ROI. Focussing on an omni-channel approach. Physical stores can be measured the same as online:

retail_store_engagement

There are two levels of analysis: crowds and individuals.

Crowds: useful to analyse crowds when opening a new store in a new location, christmas sales, etc.

The in-store sales funnel. How many go past the store, how many come in, how many are engaged. If you run an offline campaign what’s the roi? Footfall and repeat visit patterns. You can now work this out.

Walkbase enables you to compare and benchmark online and offline together. How does it work? It uses wifi, bluetooth, door counters, video cameras to bring you new segmentation insights and rich customer profiles. Once you have this data, you can then engage more with the customer:

Example: Customer browses products online then when they enter a physical store they get these products retargeted to them as ads or offers in-store.

online_offline_marketing

The game changing opportunities in omnichannel retail:

1. Measurability of physical stores

2. Online-offline integration

3. In-store engagement

Walkbase enables retargeting across all devices and was said to be very easy to install. You need to install wifi detectors unless you already have wifi. Walkbase also uses beacons that you place in different locations in the store.

Panel debate

Liam Patterson of TopLAD and Osvaldo Spadano of Elastera

ecommerce_expo_panel_debate

Surprisingly, throughout the expo there was very little mention of going out and talking to customers, researching them and getting to some real, qualitative insights. I suspect this is because most of the presenters were very data driven people / product providers. Refreshingly, the panel session was purely about the personal experiences of two highly successful entrepreneurs. And do you know what they both said was the key thing to their success? Listening to the customer!

I nearly jumped out of my seat and punched the air at this point. Two whole days it took for someone to say, look what really works is actually talking to the customer. Yes data is brilliant and vital but if you don’t get out and talk to real life physical people you’ll never truly understand what your customer thinks, feels, wants, needs and discover what’s at the heart of their interaction with your brand.

Listen to the customer

Put the customer first is the key thing we learnt” said Liam “really understand your audience”.

Osvaldo was particularly passionate about talking to customers:

“It’s important to listen to your customer, not just rely on the data. It’s a big, BIG mistake.”

Osvaldo described, how it was only by going out and talking to customers and asking lots of questions that he was able to get the real human part of how his product was going to help people. Note: This is only something that can be gathered through real one-to-one conversation.

Beware of feature creep

Liam warned that it’s easy for businesses to become too feature led. He advised stepping back, think about what’s going to move your business forwards for your customers. Do you see how everything comes back to what is best for customers? If you’re only ever looking at data and doing small one-way remote testing, you’ll never get a deep understanding of your customer as a person, and you’ll miss crucial insights that could propel your business forwards.

I’ll conclude this post with advice from Osvaldo:

“It’s very powerful to go and talk to the customer. Try to understand their problem. Why do they want to do something about it? It’s all about problem solving. If you get good at it, you’ll have a good business.”

 

Did you miss our write-up of day 1? Read our overview of day 1 of the e-commerce expo >>>

Watch out for our next blog post: Your 2015 e-commerce crib sheet.

Fascinating insights: E-commerce expo day 1

This week we attended the London e-commerce expo to discover the latest statistics, technology and importantly, what’s predicted to be big in 2015. Here’s our write-up of the sessions we attended on day 1 (day 2 to come soon). What’s very clear is that mobile will be massive in 2015! New technology enabling more advanced tracking of customers offline and online will also pave the way for advanced data, customer engagement and retargeting across channels (more of this in our next blog post: day 2).

Driving Sales in a connected world

Tracy Yaverbaun, Facebook

facebook mobile
Mobile was a key theme in Tracy’s presentation. There has been a huge change in devices and multi-device use, for marketers this is a huge challenge!

Mobile is where the growth is and where it will continue to be but brands aren’t moving as fast as consumers.

Only 4% of budgets go into mobile but it’s where 20% of consumers time is. Everything has to work on mobile for facebook now.

80% of Facebook’s users are mobile. 26m daily users on facebook, out of these 23m are mobile .

Mobile is disrupting commerce. Physical shop real estate is shrinking so e-commerce is more important than ever. Yet the screen size is smaller so marketers have to work harder on the small screen real estate.

Consumers want msgs relevant to them at the right place at the right time. You need to consider:

1. Discovery. People can find your brand. The Facebook newsfeed is one of the best places for consumers to discover products. Most people check their newsfeed a whopping 14 times every day!

2. Personalisation. Personalisation at scale. E.g. Amazon used Facebook to only target people who didn’t own kindles and were frequent flyers (using their CRM to filter out people who had kindles). It’s all about ‘good targeting’.

3. Measurement. ROI no matter which device consumers start or end their journey. Mobile has a huge amount of traffic but a lot of brands discount this. Marketers are obsessed with looking at clicks but they don’t matter, what matters is return on investment. Even if people don’t click, they’ve seen your message and taken in your brand. Facebook now has cross device measurement capability.

The future of ecommerce is personalised discovery across devices and that you can measure every step along the way.

The future of mobile on the high street

Andrew McClelland and Matt Norbury

Future of mobile on the high street
What was very clear in this keynote, was that mobile is a huge, growing market and the key takeaway was that if you’re not focussed on mobile you are already getting left behind. Here are some of the key points:

Mobile growth is larger than tablet. 186% average growth in sales via mobile compared to 131% in tablet e-cmmerce. Average mobile conversion last year was 1.1%, this year 1.4%.

Basket size on mobiles is almost equal to desktop. £76 average basket value for mobile, average for desktop is £80.

8 in 10 smartphone users will use their smartphone at some point during the purchase process.

Mobile is critical to retail in the coming years. You have got to give people a real reason to engage – games and fun stuff. Add sufficient value that people keep coming back.

Don’t fear ‘showrooming’. Although people are using their mobiles inshore, most are actually just checking their email and social networks, not comparing prices.

Provide wifi. Wifi in-store is becoming a requisite – people expect it. Some people will leave a store if it doesn’t have wifi. Good for the guys whilst the girlfriend is shopping – keeps the boyfriend happier, keeps the girlfriend in the store for longer, everyones happy and the girlfriend has spent more.

Personalisation is big. 70% of people will give personal information and preferences to get something valuable in return such as offers.

Use beacons to measure footfall. Can measure uplift of message and conversion from a voucher you sent them. See the full end-to-end conversion, starting online, ending offline.

Five tips to make sure that customers transact with your app

David Pope, Jumio

Mobile commerce transactions

25% of downloaded apps are NEVER used.

Nearly 66% of consumers making purchases on a tablet or phone, regularly abandon their purchases during the payment process.

David explained his top five tips to get customers using and buying from your mobile app:

1. Be aware which operating system or platform will deliver the best return for your app. Interestingly, although Google Plays market share is way more than Apple’s, Apple’s users actually spend more – almost five times as much! ios users display 6 times the engagement of android users and tablets drive about 20% more spending on avg. Avg spending is 89 eur for tablets, 67 for pcs, 66 for smartphones. Although this isn’t the same in every industry and he specifically excluded travel and gaming as not applicable.

2. Be sensitive to data privacy concerns that may inhibit app usage. Trust is the number  barrier to growth of mobile content and commerce. 99% of users will not share their contact information. Less is more. Don’t ask for location, don’t ask how old the user is, don’t ask to access their contacts – greed for data gets in the way of transactions.

3. Reduce payment friction. This is all about your User Experience. David specifically talked about the keystroke level model – timing how long it will take customer to type data into your forms and working to reduce this number. And the gestalt laws of grouping (this is a more general design rule). Quite rightly, he pointed out that lots of apps still show alphanumeric keyboards for numeric data input – this is really frustrating and time consuming for your users. He also spoke of form length as important for reducing friction and gave the example of one change reduced to just 4 fields that resulted in 160% increase in conversions.

4. Balance functionality with speed and performance. There is a direct link between the performance of an app, number of downloads and its rankings in the app store. Tagman widget for calculating performance optimisation for your app. David recommends taking an MVP approach.

5. Build customer retention into your app. Integrate social features e.g. Sephora. Create a sense of community and use timely reminders, e.g. Map my run. Promote the benefits of your app, e.g. Swiftkey, tells you how much time you saved compare to normal keyboard. Personalise your customers experience.

Jumio
David’s aim in describing the above, was in promoting his product, Jumio. Basically instead of typing in their details, your customer would use Jumio on their mobile to scan their credit card and all the fields on your form would be populated automatically (Fastfill). Apparently this aids validation and reduces fraud. Note, legally, the customer still needs to manually enter their CVC number. It’s claimed that the average increase in form completion rate is 18-33%, coupled with less data entry errors.

Watch the video:

The customer journey report 2014

Dave Chaffey, Smart Insights

Dave’s slides can be viewed below. He placed focus on the customer journey and how wide it actually is – you need to focus on all channels, both online and offline and how people interact with / switch between them. It’s also important to use the right language for each of your personas to appeal to them in the words they use.

It was fairly disappointing to see that only 33% of respondents in the survey make use of usability studies but I’d be willing to bet that these 33% are the more successful companies. Clearly, there are a lot of companies that need to make greater use of user research methods as opposed to just analysing numbers.

Beware of the box: Don’t let your commerce software dictate how your business works

David Winterbottom

David’s presentation was from  a more technical viewpoint, being from a developer background originally. I loved his approach to writing software requirements which is called YAGNI (You ain’t gonna need it). We often experience feature / scope creep in our UX world and we’re always battling against it, so YAGNI is definitely an acronym I’m going to be using! Quite rightly, David also advised that companies shouldn’t write a long list of software requirements at the RFP phase as this should be open at this stage to allow the company you work with to come up with the best solution, otherwise you’re already limiting them and telling them the solution.

I also liked the example that in Korea, customers can now scan QR codes to purchase things in the store. Soon, you’ll also be able to have your items delivered so that they’re waiting for you when you get back home (very cool).

David spoke briefly about an open source platform they’ve created called ‘Oscar‘. It’s totally free, designer friendly (apparently), and mobile by default. It’s built in Django and quick for prototyping which David said can be done in just a few days.

Watch out for part 2: More fascinating insights! E-commerce expo.

The future of e-commerce: Generation Z

generation_z_technology_devicesThe next up and coming wave of consumers are called generation Z. Born between the mid 1990s and 2010, these young people have been brought up with the internet and social networks. They are ‘Digital Natives’ and as a marketer or product owner you will need to approach this generation of consumer very differently. So, let’s learn more about them…

Who are Generation Z?

Right now they are aged between 4 and 19 years old.
They currently make up more than a quarter of the US population and this is still growing.
They spend nearly every waking hour online. 46% are connected 10+ hours per day!
They influence household purchases. You can’t just advertise to parents – Gen Z are major influencers of their parents decision making.
Tech savvy and heavy users of mobile. They’ve grown up in a digital world.
Always connected, especially to social networking channels.
High online spenders.

Prefer to shop online

Gen Z have been brought up with the internet and they prefer to buy just about everything online as opposed to offline. 20% of girls aged 12 and under regularly visit online shopping sites. The ability to easily make purchases online and delivering the right product information at the right time will be key.

Despite having very low incomes (think pocket money) Gen Z spend much more of their share of income online compared to previous generations. When this germination grows older and their income increases, they will drive major e-commerce growth.

Born to share

Gen Z have the ability to impact your brand via social like no generation before. They’ve been born and raised in a world of social websites. If they don’t like your website or product, they won’t call you, they’ll put it online so their connected web of contacts can see. They’re more likely to communicate with brands via social media and will be more demanding, they’ll tell you exactly how they feel. 77% will vent frustration of poor service over social media and expect an immediate response and resolution.

Listening and fast response will be key to managing this generation online. And to encourage this generation of sharers to share your content, you’ll need to ensure the content you create will be something Gen Z will enjoy – a fun brand voice, engaging content and incentives for sharing.

Traditional advertising won’t be as effective

A Forbes study claims that 57% of Zs saying they would rather save money than spend it immediately: “After seeing their parents lose jobs and their older siblings move back home, this generation will avoid debt. They’ll find the best deals and will expect to test out products physically or virtually before they buy.”

Gen Z will research everything themselves, turning to online reviews, bloggers and product experts to learn about products. Do you have a brand advocacy strategy? You will need to. By harnessing people who love your brand, and encouraging or incentivizing them to share their opinions online, you’ll provide a source of authentic information that Gen Z is likelier to trust.

Multi-screening and multi-tasking are the norm

They multi-task across at least 5 screens daily. “They suffer from FOMO (fear of missing out) more than millenials, so being culturally connected is critical” researchers from Sparks and Honey wrote.

Mobile internet preferred

According to a survey by Ericsson, 58% of Gen Z prefer surfing the web on their mobile as opposed to watching TV.

High tech – Even the youngest age group (9-11 years) shows advanced technology adoption and mobile internet usage similar to their older brothers and sisters. 31% of US children aged 6-12 wanted an iPad over any other electronic device for christmas in 2010 (followed by a computer 29%, and iPod touch 29%) – gone are the days of wanting lego!

Respond more greatly to visual stimuli

A Wikia study shows that 54% visit YouTube multiple times a day. Visual sharing sites like Instagram and Snapchat are also huge avenues of communication for teens.

Marketers will need to start communicating visually to a diverse audience, across multiple screens.

Prefer simple, short, interactive content

Gen Z have the lowest attention span and they prefer media that is simple to use and interactive as opposed to passive TV. Getting and keeping their attention will be challenging though as they like to communicate in bite sizes. Easy to use and simpler platforms appeal to this generation.

Addicted to social networking

Many children now feel that social networking is more important than other aspects of their life, including their family. According to a study by the University of Maryland, 79% of children showed symptoms of distress when they were kept away from social networking devices.

Goodbye Facebook, hello Instagram

Every year, the amount of Gen Z leaving Facebook grows. 25% of 13-17 year olds left Facebook in 2014. They prefer visual platforms; the numbers joining Instagram grew from just 12% in 2012 to 23% in 2013. They also prefer incognito media platforms such as Snapchat, Secret and Whisper.

They want to change the world

60% of Gen Z want to have an impact on the world (compare this to 39% of Gen Y). 1 in 4 of those aged 16 or over currently volunteer. Globally, teens and their families, are changing their purchasing behaviour towards choosing environmentally responsible products and companies.

Not brand loyal

The products themselves and their quality are more important to Generation Z than brand names. Expect these consumers to switch to competitors much more quickly.

Obese

By 2027 most of the grown up Gen Zers will be obese (77.9% of males and 61.8% of females). 66% of kids aged 6-11 say online gaming is their main source of entertainment, so obesity comes as little surprise.

generation_z_interests

Some of the above slides are courtesy of Sparks and Honey. If you would like to read more about Generation Z we would recommend reading their full report: Sparks and Honey on Slideshare.

Keep It Usable beat hundreds of entrants to the DADI awards

DADI Awards Usability Finalist

We’re excited to announce that we’ve made it as a finalist in the DADI Awards Usability category for our redesign of KOOTH.com.

Katy Thomson of The Drum told us:

We received over 550 entries this year so getting through to this stage really is a huge achievement. Your work has impressed the panel! You should be very proud of you and your team’s hard work.

For those of you who may be unfamiliar with KOOTH, it’s the UKs most successful online mental health platform for young people. KOOTH.com provides online counselling to 10,000 young people with potentially life-threatening issues such as self harm and suicide through to everyday worries at school or home.

Like many pieces of software, it had been designed originally by experts, in mental health and IT. They had a very successful online service and were clearly incredibly knowledgeable and passionate about their service. They care greatly for their end users and recognise the importance of an easy to use  and visually engaging platform, so, having heard of Keep It Usable and our reputation, they commissioned us to redesign KOOTH to make it easier to use not just for young people, but also for their counsellors.

3 Kooth Home Signed out

So far, the team have had lots of positive feedback from young people so this is a huge step in increasing the appeal KOOTH has with the target audience as well as increasing engagement with the platform to encourage return use and word-of-mouth referrals.

The results have been phenomenal.

The KOOTH team have also had lots more enquiries and contract wins following the redesign. Feedback from customers and potential customers has been incredibly positive. As well as the UX and visual redesign, KOOTH now incorporates advanced reporting tools that make commissioners lives much easier so they now have the confidence that young people will use the platform and they can easily see the impact and results for their region.

Of course, there’s a huge monetary return on their investment in UX for the KOOTH team. The time saved with the redesigned chat views provides much added value to service users and commissioners based on increased efficiency and effectiveness. The increased appeal to young people should see increased word-of-mouth referrals and increased return use. With the KOOTH team, we wanted to advance the current site to create a place that felt even more young person friendly and remove any existing usability concerns. With new combined chat and case note views, the young person gets even more quality counsellor time. We envisage that with the redesigned and streamlined backend (in collaboration with the team), that less money will be spent on re-training and supporting counsellors in how to use the system.

KOOTH has always been an amazing service for young people, but together, with our combined expertise, we’ve refreshed KOOTH to maintain it’s position as the leader in online mental health for young people and set a very high benchmark.

Jaguar Land Rover reveal the car of the future

land-rover

Jaguar Land Rover aim to reduce driver distraction and improve safety with a host of new technologies that make use of head-up displays and gesture control.

Dr Wolfgang Epple, director of Research and Technology for Jaguar Land Rover, said: “We are working on research projects that will give the driver better information to enhance the driving experience.

“By presenting the highest quality imagery possible, a driver need only look at a display once. Showing virtual images that allow the driver to accurately judge speed and distance will enable better decision-making and offer real benefits for every day driving on the road, or the track.”

Virtual windscreen

The virtual windscreen is Jaguar’s head-up display for cars. Unlike Google Glass, the virtual windscreen is the optimal user experience for safe driving. By superimposing information and graphics onto the windscreen, the driver is able to maintain their whole attention on the road. It will display information such as the current vehicle speed, braking guidance, hazards, ghost cars and racing lines.

Gesture control

Who needs lots of buttons? Not Jaguar Land Rover! They’re aiming to limit the amount of physical button pushing required whilst driving so as to keep the driver’s eyes on the road and reduce distraction.

“We have identified which functions still need to be controlled by physical buttons and which could be controlled by gesture and carefully calibrated motion sensors,” said Dr. Epple. “The system is currently being tested on a number of features including sunblinds, rear wipers and satellite navigation maps. It has the potential to be on sale within the next few years.”

Self learning car

The car of the future will be self-learning and know all of your personal preferences, such as your preferred climate control settings in particular weather conditions and which journeys you prefer to take. The Smart Assistant feature will recognise that you’ll be late to your meeting and text ahead to say you’ll be 10 minutes late. It will even change the entertainment system based on who’s in the car.

With features such as Auto Adaptive Cruise Control (AACC), your future car will even learn how you drive and can replicate your driving techniques. All to help minimise driver distraction.

The pot hole avoider

Are you fed up of driving over pot holes and the damage they can cause? Well now there’s a solution. The Discovery Vision concept will use lasers to scan the road ahead and prepare the car’s suspension to minimise the impact of things on the road such as pot holes as much as possible.

3D  instrument clusters

3d jaguar land rover

Jaguar Land Rover are also looking at technology that could replace rear view and external mirrors with cameras and virtual displays. The problem in the past has always been that with just 2D interfaces driver’s can’t accurately judge the distance or speed of other road users. Therefore, JLR have developed new technology in the form of a 3D instrument cluster that uses head and eye-tracking technology to create a more natural 3D image on the dashboard. This creates a perception of depth that enables the driver to judge distance.

Hat-trick of client awards for Keep It Usable

We produce user experiences that make people sit up and take notice, that ruffle the feathers of your competitors and attract more customers to your brand. We don’t talk the talk, we walk the walk. Have a look for yourself:

Kooth

Shortlisted: Best User Experience Big Chip 2014 (winner announced in July)

– Estimated 5 fold return on investment in just 1 year.
Increased sales and dramatic increase in enquiries.
– Added value to service users of £300,000 per year.
– Increased staff satisfaction and decreased training costs.

“We’re delighted with our work and our partnership with Keep It Usable”

Used by young people throughout the UK, Kooth was already a hugely successful online counselling platform however it was in desperate need of an overhaul. We conducted focus groups and workshops in schools to uncover insights that enabled us to complete a successful redesign of the frontend UI that young people now love!

We also overhauled the backend system UX for counsellors as they struggled to use the existing complex interface and it was costing the company in re-training and lost productivity. We increased efficiency and user satisfaction – combining multiple views into one to decrease navigation whilst in a counselling session. It meant their clients also received more value for money due to the extra time counsellors were able to spend counselling.

Netflights

Shortlisted: Best Digital Experience – Leisure, Events and Travel. UK Digital Experience Awards 2014 (winner announced in July)

Netflight’s focus on their mobile, tablet and desktop user experience is key to their commercial success. Taking an iterative research and design approach enables us to create ideas and assess our designs with their target audience in the most effective and efficient process. We also go above the standard usability benchmark by applying PET (persuasion, emotion, trust) principles to increase positive user engagement and satisfaction.

Manchester Council

Shortlisted: Best public sector website Big Chip 2014 (winner announced in July)
Winner: Best public sector website UX UK Awards
Winner: Best government website People’s Lovie Awards
Winner: Best home page People’s Lovie Awards

How our research with residents and design recommendations led to an award-winning website

Contact Keep It Usable

Free book: Designing for the web (rrp £29)

designing for the web

We’ve  just discovered this incredible free design book. It looks super useful and is full of supporting visuals. This book was previously selling on Amazon for £29.

A Practical Guide to Designing for the Web aims to teach you techniques for designing your website using the principles of graphic design. Featuring five sections, each covering a core aspect of graphic design: Getting Started, Research, Typography, Colour, and Layout. Learn solid graphic design theory that you can simply apply to your designs, making the difference from a good design to a great one.

We’ve not had a chance to read it yet so do get in touch and let us know what it’s like.

Download A Practical Guide to Designing for the Web.

Designing for the web - Free bookDesigning for the web - Free book

A psychologists thoughts on Spritz and the future of digital reading

How do you read these days? Do you read physical or digital books? Have you heard of Spritzing? Here, Lisa Duddington, Digital Psychologist at Keep It Usable, looks at how reading has changed and what the digital future holds.

UX Books“I’m an avid reader, in fact my nickname is ‘the bookinator’. You can normally find me hanging out in the psychology section at Waterstones. For a long time, I just couldn’t see myself ever replacing phsyical books with digital versions. To me, part of the ‘user experience’ is looking through a book case of pretty, colourful covers, picking each one up in turn and leafing through the sheets, breathing in the smell of the paper. Each book is in itself unique, it has character. However, this all changed when I jumped onboard the Kindle revolution. I can now carry hundreds of books with me in my handbag and that’s pretty amazing! However, there’s a new player about to come onto the market called Spritz that will radically change how we all read and could see an end to current eReaders.”

What is Spritz?

Spritz uses a very small interface to present just one word at a time. One letter in each word is coloured red and this is representative of the ORP (Optimal Recognition Point). It’s basically the point within the word that you’re most likely to recognise and therefore read the word optimally.

Have a go for yourself. Focus on the red letter and try to relax, using your peripheral vision to read each word. If you feel like you can go faster, try adjusting the wpm.

spritz 250wpm
spritz 500wpm

How does it work?

With Spritz, your eyes focus in one position, as opposed to having to move to read the rest next words. This is where Spritz makes a huge difference to the speed at which you read. 80% of your reading time is actually spent moving your eyes from one word to the next. Without this movement, you can achieve hugely increased WPM (word per minute) reading times.

80% of your reading time is actually spent moving your eyes.

Although this sounds incredible and I’m sure you’re already thinking about how many books and emails you could now get through in a day, what is questionable is the ability of the brain to process and store this information as deeply.

Information processing

How many times have you had to read and re-read a paragraph of text because you were distracted or you simply needed further understanding? Do you ever pause when reading a book to reflect on what you’ve just read? Does you’re reading slow down and speed up in reaction to the content? All of these things show the limits of Spritzing.

The appeal of Spritzing for many will be in reading easy to digest fiction books. However, non-fiction books are less suited. Our pace of reading is naturally slower when we’re learning, digesting and questioning, making sense of and understanding anything new. We’re also more likely to re-read paragraphs so Spritz wouldn’t really be suitable.

CEO of Spritz, Frank Walden says “If you’re reading Shakespeare, you’re not going to want to do it with Spritz, but with a romance novel, for example, people skim like crazy anyway. They just rip through a book, reading for plot. Are they savoring every word? Probably not.”

Spritz Mobile

Less emotion

One of the downsides of Spritzing is a lack of emotion in the words due to the speed. When we read we naturally tend to subvocalise (we hear the characters voice in our heads). However, when we read at speed we lose the ability to subvocalise, giving less emotion to the words.

More concentration, less control

As Spritz requires the user to look in one place and the words flash quickly, it can feel like it requires increased concentration and focus. There’s a feeling of ‘I can’t look away or I’ll miss a word’. With the constant movement we wonder if there will be any physical side effects, such as motion sickness. Will there be a tendency for users to blink less?

What’s unanswered right now is how the user controls the Spritz. If you’re interrupted, how do you get back to where you were? Whereas in a book you may recall you were about halfway down the page and relocate your position fairly quickly, with Spritz’s one word at a time presentation, this may be time consuming and difficult.

The future of digital

How would you like to read 50 emails in 7 minutes?

This will have some really interesting effects on future digital devices and interfaces. It adds a whole new world of possibility for showing lots of information, quickly, on very small screens. We’re now going through a phase of larger screens but Spritzing could change all of this. Imagine being able to read a whole novel on a bracelet, or check your emails on your ring. It could also be the perfect pairing for Google Glass. Imagine Spritzing within adverts – marketers would be able to show a lot more information within a much smaller space and people would in theory read more of it in a single glance.

Smart watches have struggled to gain mainstream popularity. They’re bulky and don’t really offer anything over and above the smartphone. The small screen poses difficult interaction with the interface, and makes reading things like emails a rather more painful process. Spritz could well be the trigger the smart watch needs to gain mass market popularity.

Spritz on Smartwatch

The possibilities of how this could effect future technology are really exciting! Let’s Spritz!

New UX Book featuring Keep It Usable

There’s a new UX book on the scene and guess what, it features us!

We’ve been getting a bit of a name for ourselves within the UX scene based on the quality of our work and our passion for all things UX. So when Peter Beare and Gavin Allanwood gained approval to create a new UX book they invited us to take part. The book covers an overview of the whole User Experience process, from research with users (our section – chapter 2) through to design and build.

It’s a book that you can easily dip in and out of and is particularly beneficial to those new to UX who need a higher level understanding of the process, tools and techniques that are used to create a good user experience.

User Experience Design: Creating designs that users really love is now available on Amazon for just under £20 – well worth it.

User experience design book - Creating designs users really love By Gavin Allanwood and Peter Beare
“By putting people at the centre of interactive design, user experience (UX) techniques are now right at the heart of digital media design and development. As a designer, you need to create work that will impact positively on everyone who is exposed to it. Whether it s passive and immutable or interactive and dynamic, the success of your design will depend largely on how well the user experience is constructed.

User Experience Design shows how researching and understanding users expectations and motivations can help you develop effective, targeted designs. The authors explore the use of scenarios, personas and prototyping in idea development, and will help you get the most out of the latest tools and techniques to produce interactive designs that users will love.

With practical projects to get you started, and stunning examples from some of today s most innovative studios, this is an essential introduction to modern UXD.”
UX-User-Profiling-Chapter
We particularly like the layout and style of the book as there is an emphasis on imagery and real world case studies that makes the content really easy to consume and particularly engaging.

Below, you’ll see our user experience machine poster. If you’d like an electronic copy of this, you’re more than welcome to download a copy. We also have a few printed copies – if you’d like one just get in touch.

User Experience Machine

Look out for our next book!

We’ve also been invited to appear in another ux book out later this year, so keep your eyes peeled for that one, which will have a more academic slant.

25% of shoppers plan to spend more this Christmas

Following our recent article The biggest mobile Christmas yet! Are you ready? new research with shoppers shows that 37% of shoppers expect to do more online shopping this Christmas than they did last year and 25% expect to spend more this Christmas, compared to 2012. We expect this in part to be due to a rise in consumer confidence over recent months.

Food retailers aren’t set to have as large an increase in online shopping as when it comes to the big Christmas food shop, 71% of shoppers say they’ll visit a physical store to carry out the task. Only 14% say they will do their Christmas food shop online.

Younger shoppers are the most willing to spend this Christmas with 45% of 18-24 year olds and 31% of 25-31 year olds planning to spend more this year.Don’t get too excited for 2014 just yet…

“While we expect a better Christmas for retailers this year, it would be  premature to pop the Champagne corks.  Granted, consumer confidence has increased substantially during the past 6 months, but we anticipate that for many a reality check will set in once credit card bills start to land on shoppers’ door mats in January.”

This research was conducted in the form of a survey to 1,000 respondents by Savvy Marketing. As such, qualitative data in the form of reasons for the above statistics are missing. If you have any thoughts or explanations for the above, tweet us @keepitusable and we’ll retweet your opinions.