customer service
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Self-serving machines and the human antidote
It was seven o’clock in the morning. We were four self-service screens and four user experience failures into our journey.
It didn’t he..
Design Talk 27. Alex Genov, Head of UX Research, Zappos
Alex Genov, head of UX Research at Zappos, talks to Marek Pawlowski, founder of MEX, about designing retail experiences, understanding us..
User story: all change on the train
It’s a grey, chilly morning the week before Christmas.
I’m walking through the ticket barriers to board the London train at my end-of-t..
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 schoo..