Posts Tagged ‘ZAG’
26th June 12
Great brands have long understood that providing customers with enjoyable, differentiated user experiences is critical to winning their loyalty. Walk in to a Waitrose supermarket or Kohl’s store and there’s no comparison to a Tesco or a kmart from the layout of aisles, to the attitude of the staff to the products they do and don’t stock.
‘Screen’ UX offers brands a whole range of new opportunities to really deliver on their promises and strengthen their customer relationships. But too often this is a missed opportunity, we end up with experiences that are good but not great. They work, they conform to best practice rules & standards but if you take away the logo they are indistinguishable from each other.
Wind tunnel web design?
The screen shots above are from a recent Zag audit of the Personal Finance Manager (PFM) market but the point applies to plenty of other categories. Jim Carroll has spoken passionately here about the Wind Tunnel Marketing but are we also in danger of entering the age of Wind Tunnel Web/UI design?
We believe that the most effective way to avoid this situation is to put brand at the heart of UX, to use it as the north star to guide the myriad of interactions and touchpoints that brands create for their customers.
Of course this is easy to say, much harder to do. Here are 6 ingredients that we find help foster a successful fusion of brand and UX, based on projects we’ve worked on and projects we wish we’d worked on. It’s certainly not comprehensive, more intended as a conversation starter – we’d really like to hear about other ingredients that people find useful here.
#1 A proper understanding of your audience
This is obvious but too often people pay lip service to this area. You really need to know the needs, interactions and emotions that colour their experience of your brand and your category. And even more importantly is to have genuine empathy for them as PEOPLE not consumer/users. He’s not a 25-44 year old ABC1, he’s a proud dad who works to hard and reads to his kids too quickly on Thursday nights so he can go out with the boys and so on...
#2 A proper understanding of your brand’s purpose
Again obvious. But again too often this is more about platitudes than purpose. For this to work you need to have really asked the tough questions of the brand in question. Why is it really there? What is its role really?
Nike’s purpose is one of the best I’ve seen for this sort of thing. It’s inspirational, it’s directional and it’s very very stretching. Nike will never complete this mission but they are creating a lot of amazing products while they’re trying. The CEO Mark Parker was instrumental in pushing this mission through eleven years ago. It’s hard to see the previous one (‘to be the number sports & fitness company in the world’) being much use as a guiding principle for UX…
#3 Appreciate that the rules of branding have changed
When we say ‘brand’ we don’t mean a didactic set of messages, rules and templates to roll out over every touch-point. We mean a coherent set of guiding principles to help designers make the right decisions about what to say and what to do. Adaptable rather than monolithic. Otherwise the whole exercise will do more harm than good.
#4 Run a collaborative multi-discipline process
Every project has a different set of skillsets but one thing we’ve found always leads to better results is to keep it open and collaborative from the outset. So we make sure our graphic/digital designers are challenging (or even writing!) the business/brand strategy on any project from a very early stage. This helps avoiding the platitude/purpose issue touched upon early. If the brand strategy isn’t speaking to the people charged with bringing it to life then it’s probably pointless.
If you’ve got the above ingredients in place then you should be in a really good place to try and achieve something special, to make the brand thinking tangible and improve it:
#5 Create signature interactions
Flipboard is there to be beaten as an example of brand and UX. A clear vision to be a ‘Social Magazine’ that fuses the beauty and ease of the print magazine experience with the power of social media. The signature interaction of the gentle ‘flip’ movement. And it’s in the name!
Wonga’s ‘money sliders’ are another powerful example. They exemplify ‘straight talking money’ and a more down to earth approach to finance every time you to interact with them.
#6 Surprise people (in a useful way)
Everyone knows the situation. You’ve finally reached the end of a critical project phase. You are sending the authoritative, definitive email to all the stakeholders to wrap everything up, accompanied by the pdf of the amazing work…and then you send the email without the attachment and have to send another going “ahem’ here’s the attachment”. Except when I [Steve] was in the process of executing this understandable error Gmail stopped me.
You can be sure that anyone who’s experienced that bit of help will tell a lot of people and be more loyal to the brand in the future.
To us this is the benchmark in terms of moments of surprise and delight. Here is a brand using ‘screen’ UX to build relationships with their customers in as powerful a way as Waitrose are using their store experiences.
What are the equivalent moments for the brands you work on?
If you enjoyed this post then we should acknowledge the influence of inestimable @adamtvpowers, BBH London’s Head of UX.
5th August 11
Author: Neil Barrie (@neilbazza), Director, ZAG
I spent the first half of my adult life to date, playing in bands and the second half planning brands, most recently at Zag, the brand ventures division of BBH.
After an awkward adjustment period where I tried to deny all existence of my previous life and its accompanying streaked mullet jpegs, I’ve recently been finding that I actually learned a lot of useful things in those years in the Highbury Garage. Here they are:
# 1 Develop your dynamics
Listen to any AC/DC, song, especially Back in Black and you are listening to a lesson in dynamics. The space, the drums, the shifts, the CRUNCH – you can’t help but be moved by it. Loads of massive rock tracks owe a lot to soft/loud dynamics from Babe I’m gonna leave you to Teenage Dirtbag. Boys in particular like this sort of thing. The laws of rock dynamics are directly applicable to any presentation. It’s a good discipline to think “where’s the bit where the chords come crashing in?” and “how can I make this section feel more like ACDC?”
29th March 11
Author: Adam Arnold, Partner, BBH
Today sees the launch of The Black Sheep Fund – which we believe is the first venture capital fund of its kind. It is a venture between Zag (BBH’s brand invention business) and Spark Ventures – the London based VCs that backed start up phenomena including lastminute.com, Kobalt Music, notonthehighstreet.com and Moshi Monsters.
The background is increasingly obvious: There is a dearth of seed funds for start ups. If things feel tighter than they used to be in the States – then it is ten times harder to raise money in Europe right now. The banks demand personal guarantees for business loans (!), and institutions are incredibly risk averse. If you are proven entrepreneur with a string of successful exits under your belt, then you will get by. But if you are young, hungry and full of belief in your big idea – you might well get nowhere. The thing we spotted was that the next big digital business is just as likely to come from new entrepreneurs – and that is why we set up this fund.
The premise is simple: We offer a unique cocktail of business building and brand building in one investment package. All VC’s invest cash and sit on boards. Our fund will do this plus it will help to ensure the business captures the imaginations and loyalties of consumers too. We call it ‘creative capital’. We aim to invest this creative capital in businesses that intersect consumers, technology and content. Examples would include smart new social tools, disruptive e-retailing concepts or contagious GPS games. The portfolio will be broad so long as the role of the brand is business critical. The Fund was announced today in the Financial Times, and we already have our foundation funds in place. Over the next quarter we will be meeting prospective start ups and raising the rest of the fund – targeting £10m GBP.
The invitation is open: If you or anyone you know is currently sitting on a great start up idea that they plan to take to market – then do consider the Black Sheep Fund on your short list of VC’s. We are primarily a UK based fund, but we are idea led – and a good enough idea with the right management could be invested in overseas. And, if you are an angel, with a growing desire to re-enter or join in the start up scene, then do get in touch for more information. The fund will qualify as an Enterprise Incentive Scheme (EIS) – which the UK government made increasingly attractive in the Budget last week.
Get in touch: firstname.lastname@example.org
For more on the Black Sheep Fund, BBH and Spark Ventures: