All posts by Juliet Richardson

How to get the best ROI from your investment in UX

Published
1st July 2014
by 
Juliet Richardson
Category:
How to get the best ROI from your investment in UX

Briefing someone on a potential new UX project can be a difficult task. You’ve decided what is needed, budget accordingly and hire an agency or individual to do the job. However, sometimes you find at the end that you don’t necessarily get the results you were hoping for.

How to increase online charity donations

Published
1st February 2012
by 
Simon Norris and Juliet Richardson
Category:
How to increase online charity donations

Why should you thank your online donors? After all once they’ve completed the transaction, surely it doesn’t matter what you do then? Having viewed the Thank you pages on a number of different charity websites, it seems as though many charities are taking this attitude.

How to improve online fundraising

Published
10th November 2011
by 
Juliet Richardson
Category:
How to improve online fundraising

With government funding for charity programs being cut, many charities are currently looking at increasing their income from individual giving. However the current economic climate means that people are less willing to give their spare money to charity – charities have to work harder to make their case.

Online donations are one source of individual giving that can work well. A whole range of marketing campaigns can be used to drive people to your website where they can then quickly and easily make a donation.

Trust in the Checkout

Published
23rd November 2010
by 
Juliet Richardson
Category:
Trust in the Checkout

We have just published our latest research report. This report showcases the findings from a detailed piece of research in which we reviewed the checkout processes of ten of the top online retailers in the UK. The list included “pure-play” retailers such as Amazon and Play, as well as high street names, like Next, Debenhams and B&Q.

Why are sites that should know better still making the same old mistakes with their checkout process?

Published
2nd July 2010
by 
Juliet Richardson
Category:
Why are sites that should know better still making the same old mistakes with their checkout process?

Why are big-name pure play sites like Amazon, Very and ASOS losing up to £420 million a month in lost sales?

According to a recent report by Moneybookers, some popular online stores have painfully slow checkouts. Reportedly, some of the worst offenders were “pure play” sites such as Very.co.uk (with a checkout time of 6 minutes 45 seconds), Amazon (5 minutes, 38 seconds) and ASOS (4 minutes, 36 seconds). By Moneybookers’ calculation, this potentially translates into £420 million a month in lost sales.

Experience is everything

Published
1st June 2010
by 
Juliet Richardson
Category:
Experience is everything

When launching a new website or new functionality on your website, you want to be confident that it will be successful and provide a good return on investment. For example, you don’t want to build a forum that doesn’t attract any comments.

How can you be sure that your site will be successful? Research and testing with your audience is one way to help ensure confidence. However, doing the wrong type of test can generate false confidence and lead to costly mistakes. Coca-Cola is one such example.

Investigation or Interrogation? Don't let mirrors spoil your results!

Published
1st May 2009
by 
Juliet Richardson
Category:
Investigation or Interrogation? Don't let mirrors spoil your results!

Usability testing is a great way to connect with the actual users of your website and to understand not only what issues and problems users have when trying to use your site, but also what they like and what is working well.

Can your users find their way around your website, select products and successfully complete a journey to the shopping basket without getting lost or frustrated? Or is there a key piece of information your users cannot find? It is here that usability testing comes in. Usability testing closes the gap between thinking you know how your users behave and knowing why they behave they way they do. Closing this gap will result in dramatic increases in customer satisfaction, conversion rates and profitability.