In 2013, Williams Landing train station was commissioned and built for $110 million. The design required accessibility for disabled commuters. The solution was a ramp. But was it the right solution? The ramp is so long it needs a rest stop along the way!...

Recently I had a conversation with a graphic designer who is creating a visual design for his organisation’s new intranet. He asked me a question I haven’t been asked for years: “why can’t the intranet just look like the website?”. It’s been a while...

Although Google Glass did not receive the warmest welcome for number of reasons, it did not mean the end of wearable devices. On the contrary, we expect the market to welcome more smart watches, glasses, jewellery, clothing… the list seems endless. With such wearable...

Need to do a research interview with some of your users? Here we give you some hands-on tips on how to conduct a good interview. 1. Do research before your interview, but not too much If you know too much about the topic you...

Given Apple’s dominance in the global marketplace, it would be safe to assume that any Apple product yet to be released will quickly gain popularity amongst consumers. But when it comes to mobile payments, Australians trust their banks. How will such third party providers...

Wearable technology, smartwatches and the internet of things were all topics hotly discussed at the consumer electronics show in January 2015 and even further now that the Apple Watch is to be launched. While Sony, LG, Samsung and a host of other manufacturers have...

Although I have been managing teams for five years now, it’s only recently that I have realised how growing up in the East German communist system contributed to appreciating skills that I am now looking for in a customer experience researcher. You might wonder:...

In this post we take a look at a slightly different approach to digital emergency information experiences. We review how understanding information-seeking behaviour can help us identify different user needs and different solutions. What we know Our previous posts have explored solutions tailored predominantly...

Back around 2005, I was involved in user research for Nokia that explored the use of NFC technology on phones to do everyday things, like pay for public transport and purchases in shops. The study even reviewed accessing product/event information from posters; all someone...

As a researcher, I feel incredibly fortunate that I get to spend copious amounts of time talking to people about who they are and what they do and why. It’s my job and it really is a superb way to get paid. The most...