Strategy

Ease of Use

Webstores must provide visitors with an easy to use site.

 

Prerequisites


 

Strategy


Ease of use is a broad category and for most e-commerce sites includes the following major sub-systems:

  • On-site search (one company calls it Finding) – As a consumer can I find what I'm looking for with one search and a couple of clicks or do I have to go through pages of items to find what I'm looking for?
  • Cart – Does the system allow me to easily shop and keep track of what's in my cart, edit, etc.?
  • Checkout system – Do I have to go through an hour long process, or is it fast and easy? Do I have a number of shipping options to match my timing needs?  Does the system correctly remember my settings from past transactions so I can minimize the data re-entry?
  • Order tracking – Once I've ordered with you, can I track my order, cancel, change? Can I look at what I ordered in June of 2014?
  • Returns processing – After the purchase how hard is it to return an item or get questions answered about the item?
  • Product descriptions – Are the products available clearly described with all the relevant information you need to?
  • Click and Mortar – For click and mortar companies (offline with online capabilities) – Many consumers want to see some interaction between the two such as online catalogs, circulars, in-store-pick up, shared registry, click and mortar royalty programs, etc.

 

Reference


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