Endless scrolling saves people from having to attend to the mechanics of pagination in browsing tasks, but is not a good choice for websites that support goal-oriented finding tasks.
Ecommerce designs benefit from large product images, robust reviews and easy discounts, but suffer from hidden product detail, poor site feedback, and crowded customer-service areas.
Prospective customers want to know the price as their #1 info need on any website — including B2B sites, but these sites often hide or obscure pricing information.
Increased conversion is one of the strongest ROI arguments for better user experience and more user research. Track over time, because it's a relative metric.
I'm about to give you a number of ways to increase sales on ecommerce sites and increase sign-ups on service sites, but first, raise your hand if you personally, when surfing the web, enjoy registering to use a site.
Automated email can improve customer service, strengthen relationships, and help websites bypass search engines. But most messages fared poorly in user testing and didn't fulfill this potential.
Making users suffer a drop-down menu to enter state abbreviations is one of many small annoyances that add up to a less efficient, less pleasant user experience. It's worth fixing as many of these usability irritants as you can.
Several usability findings lead directly to higher sales and increased customer loyalty. These design tactics should be your first priority when updating your website.
Although gift features leverage the online medium and draw new users to a site, they also introduce many usability pitfalls. Among them are poorly designed email notifications, which many users simply ignore.
B2B sites often have overly complex pricing structures or can't show prices at all. To help prospects with early research, list representative cases and their prices.
The Internet is growing at an annualized rate of 18% and now has one billion users. A second billion users will follow in the next ten years, bringing a dramatic change in worldwide usability needs.
Users often convert to buyers long after their initial visit to a website. A full 5% of orders occur more than 4 weeks after users click on search engine ads.
Many design elements work for Amazon.com mainly because of its status as the world's largest and most established ecommerce site. Normal sites should not copy Amazon's design.
Reduce the bounce rate for organic landing pages, collect data to manage PPC for maximum ROI, and take 6 other steps to maximize your site's holiday sales potential before it's too late.
Unless you have explicit links to product pages from article content, users who visit articles directly from search engines might never realize that you sell related products.
Our user research discovered 6 distinct types of interactions users/customers have with companies on social media. Recognize each type, and support each one with different design approaches.
There are two ways to facilitate e-commerce social media: you can sell directly on the social platform, or simply promote on social media with a link to a traditional e-commerce site for the actual purchase.
Extensive user research with people shopping online identified 5 main types of behavior: product-focused, browsing, researchers, bargain-hunters, and one-time shoppers. Each user type benefits from different UX elements.
A/B testing often focuses on incremental improvements to isolated parts of the user experience, leading to the risk of cumulatively poor experience that's worse than the sum of its parts.
Conversions measure whether users take a desired action on your website, so they are a great metric for tracking design improvements (or lack of same). But non-UX factors can impact conversion rates, so beware.
The user experience of shopping online can be enhanced by employing proven selling strategies from physical stores in the design of ecommerce websites.
Useful search suggestions lead to relevant results and are visually distinct from the query text. (This is about how to design the search feature on your own website, whether it's an ecommerce site or not.)
Numbers don't paint the full UX picture, so in the quest for conversion rate optimization, don’t lose sight of the fact that we’re designing for humans.
Livestreams allow users to see products in detail and get their questions answered in real time. They can be integrated in ecommerce websites and on social-networking apps.
Ecommerce AR tools are relatively new, so must be highly discoverable and easy to learn. Calibration issues run rampant, and users must dedicate focused attention to interact with this unfamiliar feature.
Nonnative speakers rely on visual cues to navigate international sites presented in an unfamiliar language. Use imagery to support text and help these shoppers.
Our research shows that emojis in subject lines increase negative sentiment toward an email and do not increase the likelihood of an email being opened.
When emergency situations impact retail operations, stores must inform customers of resulting changes to services with salient communications across all channels.
Allow users to reserve delivery windows before they start shopping; clearly communicate delivery minimums and fees; allow users to specify substitutions for low-stock items as they shop.
Customers shopping online rely on product pages to decide what to buy. Help them by answering questions, enabling comparison, providing reviews, and facilitating the purchase process.
Even though B2B and B2C ecommerce sites have different kinds of users, both types of sites can use similar strategies to simplify purchase flows and increase consumer trust.
By understanding customers’ payment preferences and offering options that people are used to in their own country, sites can improve the checkout experience for international purchasers.
In addition to a site-wide store-locator link, location-finder links in key areas anticipate users’ needs and make it easy to find a physical location within the context of their task.
Make users aware of existing offers and make it easy for users to qualify for promotions such as minimum-spend free shipping or multiple item discounts.
Status trackers are pull; progress updates are push. Both are used to track the delivery of a product or service. When they work together effectively, users are informed and in control.
Optimize the checkout experience on mobile ecommerce channels by taking into account the strengths and limitations of mobile devices. Aim to minimize the number of steps and typing, and take advantage of capabilities such as geolocation and the camera.
Different shopping channels come with relative pros and cons; understand them, augment the channel capabilities whenever possible, and support expected customers’ crosschannel transitions.
