Watching for new behaviours and sharing what we learn

We focus on people. Digital tools are changing the way we think and make choices. Understanding this change is the key to making better business and design decisions. We write and share something pretty much every day.

      The principles of Playful

      By Foolproof 22 Nov 2013

      Takeaways in the form of design principles from this year's Playful event for easy consumption.


      UX Strat 2013, what did we learn?

      By Foolproof 20 Nov 2013

      UX Strat was a three-day conference with one day of workshops and two days of speakers. It gave us all the opportunity to put our heads together to work out what UX strategy really is and to discuss this emerging field.

      Tags: Brand & marketing, UX strategy

      Where’s the win/win in retail banking?

      By Tom Wood, Tim Loo 15 Nov 2013

      In this video Tim and I share our thoughts about the contrasting needs of banks and their customers. We draw some conclusions about where these overlap and what this might suggest for Banks about experience design strategy.

      Tags: Financial services, Experience design, UX strategy

      The secret to Butlins' business transformation

      By Lauren Coleman 12 Nov 2013

      Sketchnotes from our interview with Jamie Thomson, Head of Entertainment at Butlins, on the internal and external transformation of the business.

      Tags: Travel & leisure

      Can design be both intuitive and innovative?

      By Jan Srutek 04 Nov 2013

      This post explores the role of the ‘familiar’ in helping users embrace innovative new products and services.

      Tags: UX design thinking

      Bridging the experience gap

      By Foolproof 30 Oct 2013

      Where do the business goals of banks overlap with the personal needs of their customers? In this webinar Tom Wood and Tim Loo share their conclusions drawn from thousands of hours of Qualitative research with banking customers.

      Tags: Financial services, UX strategy

      It’s alive! The new Foolproof site

      By Peter Ballard 24 Oct 2013

      Those of you who know Foolproof of old, will have noticed that we have a brand new website and a whole new visual identity too.

      Tags: Foolproof news

      Redesigning business culture and thinking around the customer

      By Tim Loo 21 Oct 2013

      This post contains Tim Loo's slideshare presentation from UX Strat '13 where he discussed the challenges and opportunities for UX strategists in redesigning organisational attitudes and thinking around the customer.

      Tags: Brand & marketing, Experience design, UX strategy

      User-centred design & agile

      By Lauren Coleman 17 Oct 2013

      A recent UXPA event focused on agile UX and the benefits and rewards this process can have.

      Tags: UX design & practice

      UX Strategy: The Brand Experience Gap

      By Foolproof 16 Oct 2013

      How in an increasingly complex and digitally centric world, consumers are quickly evolving their thinking and behaviour but businesses are struggling to keep up.

      Tags: Brand & marketing, UX strategy

      Do lab conditions bias results?

      By Foolproof 04 Oct 2013

      Here’s a paper which sheds some light on the important question of do labs bias results.

      Tags: UX design & practice

      iOS 7 and the UX of updates

      By Rob Sterry 02 Oct 2013

      The launch of iOS 7 highlights some of the user experience problems created by introducing an update.

      Tags: Mobile & smart devices, UX design thinking

      Making agile the friend of experience design

      By Rob Gillham 17 Sep 2013

      If UX is to create positive outcomes for complex software projects, engagement with approaches like Agile is a necessity. Here are four suggestions for making agile the friend of experience design.

      Tags: UX design & practice

      Customer experience for competitive advantage

      By Foolproof 16 Sep 2013

      Another prescient classic from 2009. It looks like the world is catching up on this one now.

      Tags: Brand & marketing, UX design thinking

      7-day bank switching could fall flat

      By Peter Ballard 16 Sep 2013

      The current account switching service promises to make it easier for customers to switch banks. This post addresses whether this new service will have a measurable impact.

      Tags: Brand & marketing, Financial services

      Going Mobile: Understanding & Winning the Mobile Consumer

      By Foolproof 10 Sep 2013

      An introduction to today's mobile consumers, and the implications for businesses competing for first place in the fast changing mobile space.

      Tags: Mobile & smart devices, Consumer behaviour

      Smart meters

      By Foolproof 06 Sep 2013

      How smart meters will affect the supplier-customer relationship, and what to do about it

      Tags: Energy & utilities, Consumer behaviour

      Payment Protection Insurance

      By Foolproof 06 Sep 2013

      The Payment Protection Insurance (PPI) online marketplace is a battlefield where neither the consumer nor provider is winning.

      Tags: Financial services

      Online Shopping Survey: Utilities

      By Foolproof 06 Sep 2013

      This study uncovers how the online market for gas and electricity works (and doesn’t work) for UK consumers. We hope our report will help provide inspiration and ideas for companies looking to improve the value of the online channel for customer acquisition and retention.

      Tags: Energy & utilities, Consumer behaviour

      Online Shopping Survey: Travel

      By Foolproof 06 Sep 2013

      In this first OSS review of the online travel market we use our established ethnographic research method to examine the various factors shaping the customer experience and influencing online holiday bookings today.

      Tags: Consumer behaviour, Travel & leisure

      Online Shopping Survey: Personal Loans

      By Foolproof 06 Sep 2013

      Our 2007 report records and explains the behaviour and frustrations of online consumers. It should give loans marketers and product managers ideas about how to meet consumers needs more effectively. We hope it will help bring success to companies selling loans online.

      Tags: Financial services, Consumer behaviour