You wouldn’t believe how hard it is to get a stamp for a postcard in San Francisco. Getting a postcard is the easy part. But buying stamps? They should make it a new sport at the
On my 12-hour flight to San Francisco, Air New Zealand offered a plethora of inflight entertainment including a grumpy hostess, movies, music and computer games. I’m one of those people who feels overwhelmed by too many
Rex and I are off to the West Coast of the USA this weekend… I’ll be attending User Experience Week in San Francisco and Rex SIGGRAPH in Los Angeles. It might come as a surprise to
Brendon Ford and I have just returned from a miniature junket in Nelson to present the mechanics behind the award-winning intranet we worked on for the Ministry of Transport back in 06/07. Quantum Content During my
Qantas and Air New Zealand could greatly improve their online booking process when it comes to children who need to fly unaccompanied. There’s many reasons why children need to fly alone. Their parents might live in
Qantas have a ‘thick’ online booking system. This came to light when I read an article in The Dominion Post this morning, which reads: A mother says she will never fly Qantas again after her two
Provoke has some exciting projects on the horizon and I’m keen to hear from (or about) any fantabulous e-commerce gurus out there (freelancers or full-timers). You might be the sort of person who could lead the research, strategy, requirements and information architecture of a large e-commerce and dynamic data-driven web site.
In my search for a fuel-efficient car I was amazed to learn that in New Zealand you can buy a Prius for around $5000.
A few weeks ago I ‘treated’ my daughter to her first big train trip – on the Overlander – in what proved to be a scenic experiment in illusion and culinary depravation.
In an act of hypocrisy I’m abandoning electric rail in favour of a fossil-guzzling car. This was not a light decision, but the Kapiti-Wellington public transport system has literally driven me off the rails… For years
For two weeks my fiance Sarah had survived without her purse. It contained her cash-card, VISA, drivers license, library card, sewing gear, lipstick (and all those mysterious things women lug around). It was not the first
It’s one of those strange things about my world – every time I criticise a company or Government department the next day they’re nominated for an award (or even actually win something). It happened with Statistics
For the last six weeks I’ve been working as an undercover agent – posing as a new customer for Kiwibank – New Zealand’s big little bank. Secret Spy Profile Having been a customer of several other
An article in the Sunday Star Times (‘Insincerely yours’, Oct 9 2005) claims that New Zealand companies “are robbing their customers, robbing their staff, and robbing themselves with an insincere approach to customer service”. The article
My customer experience today at a ‘Theme Basics Store’ in Wellington… [ZEF] Hi, do you sell shower curtains? [TBS SHOP ASSISTANT] Yes – over there… (points) [ZEF] (looks over) They look great – can you tell
It was my first exploration into the brave new world of ordering photo-prints online. I thought the experience would be simple… Visit a website Upload a bunch of photos I want printed Choose the size and
The Trade Me ‘change my region’ feature assumes New Zealanders are hermits – never leaving the comfort of their internet device, home, street or town. I live and work in more than one region.The purpose of
Astute web designers do more than just design with your customers in mind- they actually design with your customers- in person. Zef Fugaz looks at ways to get your users on board, and looks at New