Archive for December 15, 2010

To deliver the best customer experience, your customers need to shape your business

Posted by in business, service design, user experience on August 31, 2010

Following on from Dan’s article last month, this month we’ve invited Steven Bruce from Public Trust to share his thoughts on what it takes to deliver world-class customer experience. Steven is Head of Customer Strategy at Public Trust, which is transforming its business to become more customer centric. Steven has previously held roles in strategy, marketing and customer experience at organisations such as ANZ National Bank and Westpac. His work has also been show cased in case studies as world best practice by the Washington DC-based Corporate Executive Board. 
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World-class customer experience

Posted by in business, service design, user experience on July 31, 2010

Last week I was responding to a Request for Information from an organisation that wanted to create a “world-class, high quality website”. It got me thinking – what does it mean to be world-class? The phrase is in danger of being used so often that it becomes meaningless. So this month we’ve invited Dan Szuc to share some of his thoughts on what it takes to be “world-class”.

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World-class e-government

Posted by in e-government on May 31, 2010

This time last year we ran a series of talks on How to Create Government Websites That Don’t Suck. We hit a nerve, and the slides have subsequently been viewed over 6,000 times.

This year we have decided to take a different angle. We want to talk about government websites that inspire and delight us, in other words, government websites that rock. The breakfast briefing is happening on the 23rd of June in Wellington, but in the meantime, I thought it would be fun to share a half-dozen of the websites that we’ve researched.
Pay Car Tax (online service, UK) Read more »

How to build a design-led organisation

Posted by in business, design, service design on April 29, 2010

At Optimal Usability our vision is to help transform our clients into providers of world-class customer experiences. But it turns out that it’s really hard to transform organisations. So lately I’ve been reading up on ‘big D’ Design, how organisations can build design into their DNA, and I thought I’d share a few ideas that have stood out.

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Designing Air New Zealand’s new long-haul experience

Posted by in design, service design on March 31, 2010

After two years of work we can finally talk about one of the most exciting projects we have had the privilege to work on. As many of you will have seen, in January Air New Zealand released details of its new long haul travel product. Although most of the focus has been on its new Economy Skycouch seating, this actually only represents one piece of a very large puzzle in offering a new long haul experience that Air New Zealand hopes will put it at least two years ahead of its competition. Read more »

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