Posted on 26 November 2010 by Hurol No Comments

Someone should rethink this

I recently went overseas, and spent a lot of my trip musing about customer service. Unfortunately, it wasn’t the good service that stuck in my mind. Why do businesses get it so wrong sometimes?

Before I launch into a tirade about bad service, I want to ponder the question of service design. How does service design – that is, all of the experiences that wrap around a product, such as advertising, procurement, actually using the product, and post-purchase support – impact on customer loyalty and purchasing behaviour?

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Posted on 26 November 2010 by Zafer No Comments

How healthy is your customer experience?

You may throw all the marketing tools in the book at your customers, but when it comes to the crunch, all that matters is their experience in dealing with your business.

Recognising that the customer experience is critical, Bienalto has introduced a new service: the Customer Experience Diagnostic.

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Posted on 7 September 2010 by Hurol 2 Comments

User Experience (UX) Week 2010

Billed as the premier user experience conference – promising fun times, inspiring sessions and roll-up-your-sleeves workshops – UX Week 2010 was an event that everyone serious about the customer experience should attend.

So we shipped our resident Senior Experience Architect, Zafer Bilda, off to San Fransisco for the last week of August – where he would pick up some valuable ideas whilst rubbing shoulders with the who’s who of the design and UX world.

Here, he shares his experience.

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Posted on 14 December 2009 by Hurol No Comments

Food for thought: Using Personas in segmentation and testing

At Bienalto, we do a lot of experience architecture work. One of the main aspects of this work is the development of Personas – descriptors of different user types that act as a beacon to remind the designers exactly who they are designing for.

What if these Personas could be used beyond the experience architecture phase, and into the website optimisation and testing phases?

Just to be clear, using Personas in web analytics is not a common practice. But here at Bienalto, we like to push the boundaries and test new ideas so that our clients are getting the best services possible.

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Posted on 29 July 2009 by Hurol No Comments

Using faceted search to sift through soil products

Overview

Camden Soil Mix provides products and services to customers in horticulture, agriculture, viticulture, civil works and commercial landscaping; as well as services in earth management to local councils.

Customers rely on the diverse range of sustainable, organic products on offer, and need the ability to find the right product to suit their growing or landscaping application.

Following acquisition by WSN Environmental Solutions, the business undertook a market analysis and segmentation project and, from this, developed a focused strategy to engage key categories of customers. They sought to re-design the website with these customers top of mind – so that each market segment could find what they were looking for quickly and easily.

Bienalto was engaged to devise the new site. The resulting architecture – which utilises faceted search on the WordPress platform – intuitively guides customers to the products they seek; whilst remaining supportive of WSN’s design aesthetic and sustainability focus.

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