Blog, Thoughts and Free Stuff

The importance of UX when designing chatbots / voice user interfaces

September 8, 2017 - This post has 1 comment
Posted by in Brain feasts: longer reads | Tags:

When designing for a conversational interface, it is important to remember you’re still dealing with a user interface, just not a visual one. Conversational interfaces, whether chatbots or voice systems, are like any other platform we perform research on and design for.

Bunnyfoot to host event for Service Design Fringe Festival

September 7, 2017
Posted by in Talks and presentations | Tags:

We’re excited to announce that we will be hosting a workshop and networking drinks during the Service Design Fringe Festival this year!

The difference between chat bots and voice user interfaces

September 1, 2017
Posted by in Brain licks: 10 second wisdom | Tags:

A conversational interface is a user interface that mimics having a conversation with a human. There are two types: chatbots, and voice user interfaces (or voice assistants).

How to recruit hard-to-find participants

August 21, 2017
Posted by in Brain feasts: longer reads | Tags:

With over 17 years experience in recruiting participants, we know that finding and the right people for your research sessions is essential for obtaining meaningful, reliable and representative results.

Expectations Modelling

August 3, 2017
Posted by in Brain bites: 2 min insights | Tags:

In a previous post, I explained that one of the keys to providing a quality service is ensuring that customer expectations are met. I also explained that in order to meet expectations, an accurate understanding of what they are, based on research, is vital.

In this post I’d like to share with you a tool that we use to help organisations explore, set and meet customer expectations throughout the customer journey. Importantly, it’s a tool that can be used to zoom in on a particular activity or interaction and understand how effectively expectations are being communicated and delivered.

Focussing on activities this way is helpful because user expectations vary depending on which stage of interaction a user is at, in addition, expectations can be influenced by previous interactions and impact upon subsequent interactions.

As this example shows, expectations modelling involves exploring each expectation in turn and answering the following questions:

  • Does the organisation need to communicate this expectation to customers?
  • Is the organisation currently communicating in such a way that sets this expectation?
  • How is the organisation currently communicating this? (It could be that this expectation is being set at another point in the journey or through a variety of communication channels).
  • How should the organisation be communicating this? (It could be that the communication would be more effective at another point in the customer journey or through different communication channels.
  • Does the organisation need to deliver on this expectation? (They may not need to, or be able to due to business strategy, regulations etc, however, if a decision is taken to not meet a customer expectation there is still work to do in resetting that expectation so customers are not disappointed).
  • Is the organisation currently delivering in line with this expectation?
  • How are they currently delivering around this? (If the organisation is not currently meeting the expectation, describe how it is not met.)
  • How should they be delivering this to meet the expectation, or do they need to reset the expectation somehow? (This recommendation could include process and resourcing changes, for example, that need to be made to allow the organisation to deliver in line with customer expectations.)

Want help understand your customers’ expectations and how you can best deliver on them? We would love to help you.

Want to learn more?

The future of payments, is no payment at all

July 28, 2017
Posted by in Brain feasts: longer reads | Tags: ,

Everything is free!… no not really, we will still have to pay for stuff but the payment will be ‘invisible’…

Workshop series: UX Strategy

July 21, 2017
Posted by in Events | Tags: ,

Presented by Bunnyfoot CEO, Dr Jon Dodd and UX Consultant, Dr Pete Underwood, This year’s sold out summer workshop was on the topic of UX Strategy.

12 ways to make a homepage more persuasive

July 14, 2017
Posted by in Brain feasts: longer reads | Tags: ,

We recently ran our Design for Persuasion course where we look at ways to  inspire trust, build emotional rapport and trigger action amongst your target audience. To get a good mix of knowledge and practical application we asked our participants to work on a design challenge, giving expression to some of the principles learnt.

The best UX of 2016

July 7, 2017
Posted by in News/ Announcements | Tags: ,

As UXUK Awards 2017 is now open for entries, we thought it could be a great time to look back at last year’s winners and finalists. There was an outstanding array of excellent entries last year, so what does it take to become a UXUK winner? Let’s take a look…

Conference round up: UX Strat Europe 2017

June 29, 2017
Posted by in Events | Tags:

Earlier this month I attended the UX STRAT Europe 2017 conference in the heart of Amsterdam along with Bunnyfoot’s CEO Jon Dodd.

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Contact Caroline Bentley to discuss your needs:
0207 608 1670

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