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Archive for the ‘User experience’ Category


Why You Should Champion a Better User Experience for Your Employee Apps

Posted on: April 15th, 2015 by Fransgaard Originally posted on the Salesforce blog. Today, digital is at the centre of business. Gone are the days where your company website was an experiment found in the fringes of the organisation with little or no real effect to the…

A New Approach to User Experience Design for Employee Apps

Posted on: February 15th, 2015 by Fransgaard Originally posted on the Salesforce blog. When commissioning a new business app for your company there are lots of things to consider and providing a good user experience is at the heart of delivering value for money. If the experience…

Catching up with the Customers

Posted on: August 17th, 2014 by Fransgaard The Internet, and Customers, are moving faster and faster. How can we catch up?

Shaving off blog posts

Posted on: August 3rd, 2014 by Fransgaard If I can communicate a blog post through a summary. Should the summary not be the blog post?

How the lack of a seamless, multi-channel response put me off helping in the future

Posted on: March 18th, 2014 by Fransgaard It is vital that companies not only listen and respond, but do so as a progressive and seamless single conversation to avoid frustrating customers.

Oh no, not another “UX; What does it mean?” debate

Posted on: September 23rd, 2013 by Fransgaard The UX industry are all in agreement on the definition of the disciplines of UX, but nobody else seems to be. Are we fighting a futile battle to replace "Customer Experience" with "User Experience"?

Omni-channel is not a matter of technology but employee mindset

Posted on: August 12th, 2013 by Fransgaard Through my work I know first hand how big a shift omni-channel customer service is for companies. But a possible quick-win place to start is with the employees and give them a mind-set of sharing information between departments to the benefit for customers.

The longevity of websites

Posted on: August 2nd, 2013 by Fransgaard I recently found a website I designed 8 years ago still being alive and well in its original design. Is the Internet not moving and changing as fast as I thought?

Getting an omni-channel customer service experience as a Virgin advocate

Posted on: June 10th, 2013 by Fransgaard I am a big fan of the Virgin brand and have been vocal about it for years. But recent experience with Virgin Media opened a whole new gateway of personalised customer service through my social media interactions with the brand and its customer services team.

The unexpected benefits of the Social Serendipity that manifests within the Social Business

Posted on: June 8th, 2013 by Fransgaard The benefits of the Social Serendipity that manifests itself as a result of the increased connectivity within a true Social Business could not have been set as targets when the organisation first set out to become a Social Business.