All posts in UXP

The Most Gorgeous Website You Will See Today: Fuel America

Coffee bags that resemble old motor oil cans, Americana flavoring, and as the designer quips “Coffee for yer Pops.” Fuel America is the brainchild of Commoner, Inc., a Boston-based identity studio that makes logos and trademarks fun again. You could get lost for a while in their Dribbble account, but I recommend it highly. But let’s focus on this one brand identity for a moment, because it’s loaded with great inspiration and solid branding lessons.

Continue Reading →

First Impression: Marie Catrib’s Restaurant Website & Online Bakery

The moment I stumbled across Marie Catrib’s, I was delighted. When a website design gives you that “claps hands like seal” feeling, you know something awesome went into the making of it.

Continue reading for user experience perspectives, photography points and an assessment of the company’s social presence and integration into the business of this unique restaurant in Grand Rapids, Michigan.

Continue Reading →

Customer Service via Social Media… How’s That Working for You?

There is a real disconnect between genuine customer service and social media accounts online for the purpose of providing customer service, and it is almost never the fault of the staff running the social accounts.

Brian Solis and the folks over at Pivot have compiled an infographic and data on the stark reality of customer service satisfaction in this age of social media. In Brian’s words, “The challenge for change agents and internal champions is about moving businesses from #lipservice to #customerservice.”

Continue Reading →

Beyond Marketing: How Social Media Can Help Companies Save Money, Keep Customers Satisfied and Gain Access to Fast Information

This post was written by Lisa Qualls a while back and not published. Some great points here about looking beyond the SM ROI of marketing efforts and realizing how social media can yield many other benefits inside your companies and organizations.

Leads, sales, and new revenue get most of the headlines when discussing ROI or why you should take advantage of social media platforms. However, cost reductions need to be considered as well when figuring/estimating time spent, as well as customer retention. Social media introduces new possibilities to traditional business practices such as customer care/service, research and development (R&D) and internal communications. These may not be as “sexy” as marketing and sales but anyone of them can be the Achilles heel to even the strongest of companies.

Continue Reading →

User Experience Activities for Ecommerce & Software

post-uxp-activities

Reposted July 2, 2012 as this is applicable to an upcoming post on user experience and influence – watch for it this week!

In an effort to better communicate what we do for clients, I’ve created two PDF documents that describe the various user experience activities that take place on an ecommerce or software design project.

Continue Reading →

Does Your Brand Need a Makeover?

featured-brandmakeover-intefy

Yesterday and this morning I spent some time giving the online presence for our social media product, Intefy, a summer makeover on Twitter and Facebook. I’ve also recently redesigned the Fresh ID branding (you may have seen our Facebook presence with our new Freshopolis branding, or new business cards & brochures (we are working on finishing the site redesign and other things also) and I wanted to take a moment and talk about why this is so important, especially for smaller brands.

Continue Reading →

Be Honest: Do You Provide Customer Service, or an Endless Loop of Hoop-Jumping Hell?

time_warner_cable

I am about to relate a true story. I’m sure many of you have had similar experiences and I’d love to hear about them in the comments. Names will not be changed to protect the guilty, so reveal away.

I have Time Warner Cable at my city house. I originally signed up for just the Internet, and when I did there were some options for TV of either 29.99 or 39.99 (or maybe both, unsure) for a digital package that has mostly filler stations and no movie channels. (My country house cable is much better, we get 1 HBO, 1 Showtime and 1 Cinemax at least.) I decided not to sign up for the Cable TV after all because I don’t like much that’s on TV and am used to using my Roku/Netflix on nights when I feel I must have non-internet entertainment. I am usually only in the city Monday thru Thursday nights, so I see TV on weekends.

Continue Reading →

To Answer or Not to Answer… That is Apparently the Question for Some Businesses Online

post-mothersday-brunch

So this morning I had kind of an interesting, annoying, local small business fail. I’m in the country for the weekend – many of you know I live in KC and Garnett, which is a rural Kansas town of about 3500 people and about 20,000 cows. My mother is here for Mother’s Day and there is a surprisingly attractive spot here that serves brunch on weekends. (A miracle in a town this size.) So on Facebook, which is where they are, I asked them if they’re open on Mother’s Day for brunch… pretty much a very basic, yes or no type of question that can be easily answered.

They Liked it.

Continue Reading →

Are You Checking Out When Designing Checkout Online?

OnlineCheckoutYouTube

This is an awesome video, shared by our friend Mr. Blanchard via Facebook the other day. If you own an ecommerce site or business, you need to watch this and realize that pure and utter disgust happens even faster on your own sites if the buying experience is not efficient, non-painful or the best case scenario: surprisingly delightful in comparison to other online purchasing experiences.

Continue Reading →

5 Lessons for Optimizing Your Facebook Timeline Page

post-optimize-fb-timeline

The change to a forced Timeline display for all Facebook pages at the end of this week (March 30th!) has many of us scrambling to make sure our Pages look good in this new view. Here are some things I’m learning that might help you make your Page as appealing as possible given the constraints and limitations of forcing your content into a “timeline”.

Continue Reading →

Should You Try Using Different Words to Tell Your Story?

post-different-words

This simple, but poignant video might help you think of new things to try and do for your business if you’ll sit back and think about where you could say things another way, or give your customers the unexpected.

Continue Reading →

Brands of Any Kind: Do You REALLY Know Why People Follow Your Social Media Accounts?

post-cmo-study

I read a very interesting article called CMOs Need to Change How They Communicate to Their Fans in 2012, that is worth a look. In a survey of consumers and marketers, the expectations were not aligned regarding the reason someone “Likes” a brand on Facebook. The most glaring gap is in the questions shown below:

Continue Reading →

Fresh ALERT: Facebook Changes Business Page Design

Update: We have confirmed the migration date is March 10th vs. March 1st. We have also confirmed that the custom tab width is NOT changing and will remain at 520 pixels.

Our friends over at Facebook have once again “surprised us” with changes to Page design. To be fair, they had communicated a few months ago that Pages would at some point change to be consistent with the personal profile design changes they implemented in December, 2010. Unfortunately, not everything was clearly explained and in some cases what they said a few months ago is no longer accurate. These new changes will impact how Pages are designed and managed so we wanted to make sure our clients and friends were in the know. Facebook has started a FAQ list for your reference. A very helpful article we found thanks to our friend Laura Watkins is over at Inside Facebook. Here are the resources we are reviewing that Facebook has provided: Pages manual, Change benefits , Pages Resource Center.

Continue Reading →