Dear beloved company,
It’s almost Valentine, love is in the air. And because everyone has a shot at everlasting love, businesses included, I want to give you 10 tips on how you can make your customers love you. No strings attached, I just care about this matter.
Nowadays customers go online in search of information about a company, product or service, to look up reviews and then turn to social media to interact with the company before, during and after purchasing. We love interacting with companies via social media because it’s more personal. But how a company handles its social media approach can greatly influence our perception and therefore our customer experience.
UX Research is not only important for the CEO of a company nor only for the marketing department, it’s equally as important for the innovation manager, the research and development department, ICT, customer care and so much more. It’s important for every single department if you want to be the best at what you do.
User experience is becoming more and more important and while most companies are aware of this, sometimes convincing managers to do UX research is a hard nut to crack. Conducting UX research has a wealth of benefits which can be translated into benefits for the user, benefits for the marketing department and also benefits for the company itself. We will explain all these benefits for the different parties in a series of three articles. In this first article you can read how UX research benefits a company, which is ideal if you need to convince your manager to pursue the path of a user-centered company. CEOs and managers on the business side are focused on ROI and work with KPIs, unlike the designers who focus on building beautiful interfaces that work and use different measurements of success. Yet both are equally important and both are a result of a great user experience, only translated towards different target groups. Let’s talk the talk of our interlocutor. Are you trying to convince your CEO of the benefits of UX research? Talk in numbers.
I’m sure we all did some kind of online shopping in the run-up to Christmas. I’m also pretty sure you are doing some online winter sales shopping to quickly get that 50% off, aren’t you? I know I am. Online shopping is an easy alternative to the bricks and mortar stores and is a growing business around the globe. In 2015, 44.3% of worldwide Internet users purchased products and services online and by 2018 this number is expected to grow to 47.3% (source). In 2014, 64% of the Belgian population purchased products or services over the internet, spending on average 153 Euros per month (source).
However, these figures aren’t only a good reason to focus more on growing profitable online operations, they also act as a motivation to create a simpler, clearer and practical shopping cart.
Last June we organized an event at which Pelle G. Hansen was our keynote speaker. P. G. Hansen is a behavioural scientist and an expert in nudging. Nudging, you ask? Last week we showed you some examples of nudges, today we’ll explain more about the concept itself. Nudging is becoming more and more known and it’s basically “any aspect of the choice architecture that alters people’s behaviour in a particular way without forbidding any options or significantly changing their economic incentives” (Thaler and Sunstein, 2008).
We all have some attitudes of which we know that they aren’t good but we don’t always think about them. We all would like to change, this is in fact the right time to start thinking about our New Year’s resolutions but for the ones that aren’t motivated enough to change their behavior themselves, there is always behavioral design to help you in a very subtle way. Behavioral design is a very broad domain but today we’ll focus on ‘Nudging’. Before we explain what it is, we’ll tease you with some good examples of nudges that were successfully implemented.
The healthcare sector is facing major social and technological changes both in the short- and long- term. Because of these changes there is a need for close collaboration between entrepreneurs in healthcare and the healthcare sector. To stimulate this collaboration, ‘Agentschap Ondernemen’ and ‘Flanders’ Care’ decided to unravel what is going on in this sector and discover the wishes and needs of both entrepreneurs, those who are doing business with the sector and the healthcare actors themselves. But most importantly: what are the needs of and conditions for both parties to work together on improving healthcare?