At the beginning of the year, all our lives took a turn because of a newly discovered infectious disease called COVID-19. While the virus certainly affects the human body with mild or moderate respiratory illness, little did we know the impact that it would make on our well-being and social life. Around 3 years ago, I left my hometown London and moved to Manchester to be closer to my partner and to make the jump onto the property ladder. I moved 250 miles away from family and friends and depended on annual leave and holidays to see them or keep in touch with them via social media. Juggling a f ..read more

This article is intended to be a two-part series. In Planning And Running an Ideation Workshop  -  Part 1, I discussed basic best practices in planning and facilitating workshops for anyone getting started in this format. In Part 2, I will explore some of the deeper challenges we faced in planning and running a remote design workshops with our client Medius. About Medius Medius is a leading global provider of cloud-based spend management solutions, helping organisations drive their business forward by enabling best-in-class process efficiency, cost saving opportunities and greater f ..read more

A workshop to turn user research insights into UX solutions After having been inspired by customer challenges and problems through gathering data during the two-month research phase for our client Medius to redesign their website, it was time to brainstorm and generate as many ideas as possible as potential solutions. And then to cluster, select, and combine the most novel ones and to develop them into concepts. This is the Ideation phase. Before I get into how we at PRWD conducted a two-day Remote Design Studio with our client Medius, I think it’s important to first define what a design stud ..read more

The world will never be the same again. Businesses will never be the same again. Sectors will never be the same again. People will (hopefully) never be the same again. 2020 is already proving to be the most profound transformation of humanity that anyone has experienced. As I sit here in my living room writing these words, I pray for each and every person that has been affected negatively with current circumstances. I also pray for all the owners of businesses large and small that no matter how they have been or are being affected currently, they will come out the other side taking positives f ..read more

Copyright: Leaders Council of Great Britain and Northern Ireland The Leaders Council of Great Britain and Northern Ireland is currently in the process of talking to leadership figures from across the nation in an attempt to understand this universal trait and what it means in Britain and Northern Ireland today. PRWD founder Paul Rouke was recently invited onto an episode of the podcast, which also included an interview with English former professional footballer Geoff Hurst. Host Matthew O’Neill asked both guests a series of questions about leadership and the role it has played in their ..read more

In this series, we have been uncovering how Customer Service can contribute to Conversion Rate Optimisation. Through Wout Cox’s investigations, he has found that the relationship between Customer Service and CRO is often considered to be a one-way street. Meaning, Customer Service can add direct value to the CRO process. However, taking cross-functional interdependencies into consideration, a two-way relationship can be detected. For example, any improvement realised by the CRO team that smoothens the online journey for the customer can lead to a lower amount of customer contacts to be handled ..read more

Customer service, a changing discipline  Customer Service is a business area that is changing rapidly. Emerging technologies like artificial intelligence, machine learning and natural language processing are driving semi-automation of certain functions within the Customer Service domain. Examples of this include profiling customer history, analysing customer sentiment and automatically answering basic customer inquiries.  The automations main goal is to improve the customer’s experience and at the same time handle simple and repetitious customer contact tasks. Inevitably, this developmen ..read more

Conversion Rate Optimisation (CRO) is the process of using feedback and data collected from users to fine-tune an organisation’s website and marketing. In turn, this should provide the users with the best experience possible and cause an increase of the rate at which they complete desired actions. Whilst in different organisations the CRO process may vary slightly, there are five core foundational steps.  Experimentation platform VWO describes the process as follows: Research – identify areas of improvement  Hypothesis – construct a well-defined hypothesis  Prioritisation – prioritise th ..read more

Acquisition high, conversion low The world of e-commerce has been growing exponentially since the dawn of the internet. In 2019, e-commerce in Europe is forecasted to be worth €621 billion, an increase of 13.6% compared to 2018. Retailers without e-commerce websites are few and far between, as a report from the E-commerce Foundation predicts the average UK online shopper will spend €3,620 in 2019. Missing out on a percentage of this shopper spending could be detrimental to B2C brands. With the demise of long-standing retailers in recent years, it’s never been more imperative for brands to u ..read more

Acquisition high, conversion low The world of e-commerce has been growing exponentially since the dawn of the internet. In 2019, e-commerce in Europe is forecasted to be worth €621 billion, an increase of 13.6% compared to 2018. Retailers without e-commerce websites are few and far between, as a report from the E-commerce Foundation predicts the average UK online shopper will spend €3,620 in 2019. Missing out on a percentage of this shopper spending could be detrimental to B2C brands. With the demise of long-standing retailers in recent years, it’s never been more imperative for brands to u ..read more