Sitback Blog

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User Experience Design (3)

5 Key Considerations For Driving Customer Centricity In Government Digital Projects

Deliver exceptional user experiences by ensuring your digital services are simple, clear and fast.

Here at Sitback, we’ve worked with agencies on Human-Centred Design projects across all areas of Government, from DoE to ASIC, and one thing has become very clear. Departments who are truly focused on their customers are driven to deliver exceptional experiences. But simply wanting it isn’t enough. Fortunately, there are a number of techniques and concepts that, when applied correctly, will ensure that the digital services you deliver are simple, clear and fast, resulting in reduced customer complaints, increased customer satisfaction and improved departmental efficiency. 

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UX Practitioners - Errors We Make Without Even Realising

Human capacity to perceive and process information is limited. If you think about how many thousands of stimuli we come into contact with each day, it's a wonder we can function at all!

To cope with this overload of information, we as humans have evolved a number of strategies to help us function within our busy world. As Experience Designers, understanding these strategies can help us conduct better research resulting in more accurate observations, and design interfaces that are easier to use and require less mental effort (i.e. cognitive load).

This article focuses specifically on cognitive biases, what they are, and how we can address them.

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Designing for Results in an Experience Driven Market

On April 12 2018, our UX Director, Áine Hart, joined Jo McCauley, Chief Customer Officer at SCTI, onstage at the Modern Marketing Summit in Auckland NZ for an International Keynote, the topic of which was, "Designing for Results in an Experience Driven Market".

According to Walker, customer experience will overtake price and product as the key differentiator between brands by 2020. In this experience driven market, how can we ensure we are providing first class digital experiences, and create a framework for measuring the performance of them?

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Tagged with: User Experience Design

Hidden in Plain Sight: Australia's Forgotten Market

On March 22 2018, our UX Director, Áine Hart, presented at ad:tech Sydney , the original industry authority for marketing and media technology. 

Drawing on learnings from a recent User Experience project for our client Anglicare, Áine explored some of the challenges and benefits associated with engaging older audiences on a digital platform, and discussed common flawed assumptions. 

The over 65s currently account for 1 in every 6 Australians, and that number is continually growing, however, they are often overlooked by marketing and customer experience professionals alike, despite their considerable spending power, and being responsible for more than 20% of Australia’s internet traffic!

Anglicare have kindly agreed to let us share Áine's slides with you, so even if you weren't at ad:tech this year you can still check out the presentation and gain insight into how you can target this market. Check it out below. If you've got any questions on anything covered in this presentation, feel free to get in touch - we'd be happy to go through the topics with you in more detail.

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Tagged with: User Experience Design

Thinking broader: Add a layer of service design to UX projects

One of my first projects as a UX Consultant was to create and test the value proposition of an educational game designed for students. I followed the Double Diamond approach in this scoping project, in which I discovered, defined, developed and delivered.

  1. Discovery: Conducted research to understand requirements and drivers of the game
  2. Define: Created wireframes to flesh out what the game could look like
  3. Develop: Created a prototype and conducted usability testing to test the game
  4. Deliver: Produced a discovery document to inform the next step of the game

Three years passed and we are now working with the client to design and build the game.

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Tagged with: User Experience Design

UX 101:  Understanding user experience, customer experience, and service design

User experience (UX), customer experience (CX), and service design (SD) are all important human-centred design disciplines that are underpinned by theory and rigorous research. These disciplines can be traced back many years, however it is more recently that they have gained popularity, particularly as more companies become design driven and are accepting design as a crucial business strategy (such as Airbnb, Adobe, and Google). Even with this increase in adoption, there still tends to be some confusion around what UX, CX, and SD are, and the purpose of each. This blog post will describe each of these disciplines, the benefits of them, as well as how they are interrelated. 

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Designing chatbots with UX in mind

From science fiction to reality, artificial intelligence (AI) has come a long way, however media and popular culture these days have painted an image in our minds that AI can do anything and everything: including chatbots. This might be the case in the future, but at the moment we’ve only just uncovered the surface of AI's potential. When building interactive chatbots, we need to be mindful of this and carefully consider the user experience we're offering.

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