Here is a new phone we got the other day. It’s our landline phone. Pretty cute huh? It’s called the Aqua by BT. Don’t buy it. I paid about £100 for a set of these phones. They are going to cost me a lot more than that in no time.
Here’s the thing. How do you [...]

I had to share with you this particularly appalling piece of email marketing that hit my inbox the other day. The back story is that somehow I had come across a £25 voucher to use at VirginWines - I went and had a look at the site to see if it was something I was [...]

An important part of doing good design work is to decide what exactly it is you are designing and who exactly you are designing for - after all, you can’t be all things to all people. A side-effect of this good practice is the creation of edge-cases - people who might want to use your [...]

I got a call from my bank, HSBC, the other morning. The call started something like this.
Rob: ‘Hi, this is Rob from HSBC. Before I can continue this conversation I need to confirm some security details with you. Can you tell me your date of birth please’.
Leisa: ‘You must be kidding Rob. I have no [...]

I’ve been experiencing some pretty average customer service lately but it really all came to a head when I moved house recently. As I spent hours and hours repeatly calling VirginMedia, who were supposed to supply us with an internet connection, cable TV and a phone line, I had plenty of time to contemplate the [...]

Of course there is… but seriously… how hard do you want to make it for me to engage with your service and give you my money?
Very silly.

Don’t get me wrong… it’s not that I don’t want to work with you. I’d love nothing more to help make sure that your design is great and people love to use your product.
It’s just…  by the time you get to the part in your project plan that says ‘Usability Testing’, there’s not much I [...]

I ordered some tickets from Ticketmaster the other day. For reasons known only to them, the only delivery option I have is Secure Mail. A few days ago I got an email or a txt message to let me know that they were planning to make a delivery sometime within a ridiculously large window of [...]

It was a busy day today, so at about 3pm I grabbed my bag and my phone and headed out to grab some lunch. Just as I got out the door, my phone rang. It was an unknown number.
I answered the phone, and a woman said she was from the Police.
She asked me to identify [...]

Having been a project manager in a past life, and still working day to day on projects, I watch with interest the deployment of a range of web based project management tools. In a lot of ways it’s like a dream come true. For most of us, Microsoft Project - the only real project management [...]