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Customer Experience

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Big brands go direct to the consumer in a crisis

  • Behavioral Science, Business UX Leaders, Consumer products, Customer Experience, E-commerce, Psychology and Human Behavior, Strategy, Technology, Vendor-Client Relationships

During the current pandemic, some of the world’s biggest brands started online stores. But will the popularity of this purchasing model last as shops start to reopen?

Article by Nick Easen
IDEAS IN BRIEF
Big brands go direct to the consumer in a crisis
  • Spurred by the coronavirus pandemic, some of the worlds biggest brands are opening online stores serving products direct to customers’ homes
  • PepsiCo, Nestlé and Heinz all launched direct-to-consumer (D2C) offerings in lockdown, appealing to those who couldn’t leave their home, but were dead set on their favorite ketchup or kombucha brand.
  • Newly hatched D2C brands are now creating their own databases, analyzing behavioral and sales data to maximize marketing and profits. They are A/B testing – comparative user-experience research – new offers online and using their websites as labs for product research and development.
  • What the pandemic has taught many companies is D2C e-commerce isn’t just for smarter speciality startups that don’t want legacy retail and big overheads; it’s for all brands looking to drive preference, loyalty and repeat sales through a directly owned relationship.
  • “We believe there will be a ‘lockdown loyalty effect’. Consumers will remember the brands and retailers that got them through the darkest lockdown days,” Hugh Fletcher, global head of innovation at Wunderman Thompson Commerce concludes.
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5 min read

How to Err on the Side of the User

  • Accessibility, Customer Experience, Design, Design Theory, Empathy, Human factors, Product design

When we assume our design is flawed, we advocate for the user and can begin taking actionable steps towards building an outstanding product a user will enjoy.

Article by Edward Beebe-Tron
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9 min read

6 Ways to Design Value into Your Membership Model

  • Accessibility, Customer Experience, Empathy, Human factors, Psychology and Human Behavior

The promise of recurring revenue sustained customer loyalty drives companies across industries to adopt a subscription-based “membership” business model.

Article by Simon Heather, Alice Kogan
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9 min read

DIAGNOSING CUSTOMERS’ NEW BEHAVIOR DURING THE PANDEMIC

  • Behavioral Science, Customer Experience, Emotion, The Business of UX, UX Education, UX Magazine

Even when things are going pretty well, we still have a negative bias. There is something perverse about never being happy with objective successes either.

Article by Colin Shaw
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7 min read
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Your Design is Great, But Who Am I Talking to?

  • Artificial Intelligence, Behavioral Science, Business Value and ROI, Conversational Design, Customer Experience, Emotion, Empathy

Conversational Design has become the industry standard for VUI. By crafting “Product Personas”, we can create a unified and engaging voice for our product.

Article by Toby Trachtman
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7 min read

Finance App Design: 5 UX Challenges When Building a Fintech App

  • Customer Experience, Design, Development, Interaction Design, Interface and Navigation Design, Product design, Visual Design

Most people find managing their money to be nerve-wracking. This is one of the steepest hurdles that businesses need to overcome when creating a finance app.

Article by Adam Fard
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5 min read
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