The scrappy reality of operators’ customer service
I’ll admit I was surprised and disappointed when she took out a tatty ring bound folder – the kind one might have used to hold one’s school notes in the 1980s – and ran her finger down the plastic covering of a printed spreadsheet. “£53 a month fo…
Experiencing the Apple Watch at retail
The Apple Watch occupied about 20 times more floorspace than the new MacBook when I visited the company’s Regent Street store in April 2015. The Watch’s display units stretch the full width of the store and are the first things a customer sees upo…
User story: over 60 and reading under the covers
They were a party of five ladies, all attired in the sort of sensible, outdoor clothing one acquires from advertisements in the back pages of a Sunday supplement. All were over 60 and their leisurely, mid-morning stop at a countryside cafe suggest…
Understanding why the $17,000 Apple Watch is small fry
Mainstream media, understandably, has made much of the notion some customers may choose to spend $17,000 on an Apple Watch. However, this is a market which already exists – very profitably – for luxury goods companies. Indeed, there are customer…
Introduction to the 15th international MEX
MEX has entered its 10th year as an initiative and today sees the 15th edition of the event convened in London. User-centred design, however, teaches us to be wary of numbers without context – and rightly so. Why then do these otherwise arbitrary…
Ordnance Survey sponsors MEX
Ordnance Survey, Britain’s mapping agency, is sponsoring MEX, the 2 day gathering dedicated to defining best practice and uncovering new ideas in digital experience.
The engagement aligns with a key MEX theme – the concept of location – and how…
MEX15 sets out to define the future of UX
Next week sees the 15th edition of MEX, entitled ‘Under the skin of user experience‘.
It is a 2 day gathering in London where a diverse mix of designers, technologists, strategists and investors convene with a common goal: defining the future o…
The feel of paper, the convenience of bytes
I buy one newspaper a week, the Weekend FT. I suppose it is partly because I enjoy walking to the shop to buy it on a Saturday morning and partly because I like the feel of turning the improbably large pages at the breakfast table. It is an illo…