ChatGPT: Friend or foe of CX in big business?
Dubbed “the best AI chatbot ever released” by the New York Times, and with the power to reach a record million users during launch week alone, ChatGPT from OpenAI, is set to stay. So, what are the considerations for big brands as they consider this technology for CX and indeed, wider business process applications? Are there […]
Consumer Duty: ensuring CX is at the heart of your strategy.
A new report released by ExperienceLab looks at how Consumer Duty will put the consumer at the centre of every financial service industry decision. How organisations operate is going to have real-world consequences in the very near future, but getting to grips with the Consumer Duty is an opportunity as much as it is a […]
Spotlight on: The UX challenges of legacy versus challenger banks – quick wins and traps to avoid.
To understand the UX challenges facing legacy and challenger banks lets first go back to August 2020. When the New York branch of Citibank were instructed by its client, Revlon, to send interest payments totalling $7.8 million to their creditors. Revlon wanted to refinance its debt and roll most of the debt onto a new […]
Delving deeper into UX: Turning insights into something meaningful
Delving deeper into UX: in a world of UX where the customer is at the centre of everything, it is a cardinal sin to give recommendations, findings, or outcomes that are not clear, and with little relevance to the real world. I’ve been fortunate in my career to have had the opportunity to work with […]
Introducing the new us
ExperienceLab have always been pioneers in our field, working hard to create a world better designed for everyone. Naturally, that’s a world which is constantly evolving so now, over 20 years since we were first established, we’re also evolving our brand to better highlight what’s important to us, who we are and what we are […]
How to apply 6 principles of journalism to UX research and consulting
I’m Katie Sola, a senior UX researcher and consultant here at ExperienceLab. In this post, I’ll take you through six principles of journalism that I use as a researcher and consultant. Before I made the transition into consulting, I started my career in journalism in 2014 and spent three years working as a reporter at […]
This is not a drill: The (very) real dangers of bad UX
The recent Hawaii missile alert incident highlights the power of UX design in helping both system owners and system users. On 13th January 2018, mobile phone users in Hawaii received the following emergency alert message: ‘Ballistic missile threat inbound to Hawaii. Seek immediate shelter. This is not a drill.’. Fortunately, there was no missile inbound. […]
What’s the Difference Between Service Design, UX and CX?
The term ‘service design’ has become overused. Partly because it’s a broad church, integrating a number of different disciplines, and partly because it’s seen as a more prestigious label for ‘user experience’ or ‘customer experience’ for agencies. As a result, it’s becoming less useful as a label – even as an industry insider, it can […]
Power Shift: Why users have become control freaks, and what it means for UX
In July of this year, Apple discontinued the iPod Shuffle and Nano, marking the end of the line for its dedicated portable music players. It’s not a surprise, considering that the way we consume music has fundamentally changed since the iPod’s mid-2000s heyday, but it’s a marker of how far user experience has come in […]
