One of the findings that interested me from our Reducing Customer Struggle report was that almost half of companies said that the quality of customer experience delivered on mobile is poor.
Our report, produced in association with Tealeaf, found that poor user experience is costing online business billions in lost revenue, thanks to site abandonment.
A good website experience is crucial for any online business, and as m-commerce grows, the usability of mobile sites and apps will become more and more important.
In my Econsultancy blog in January 2010, I said that the newly announced iPad would succeed because of its usability. At that time, the technology press was undecided about whether the iPad would succeed and I was accused of being a ‘dribbling Mac fanboy’.
In the world of online retail, competition is growing and now you can often find the item you are looking for on multiple websites with similar price points.
For this reason, it is important for retailers to improve aspects of their website in order to generate more sales.
No matter how many times I am involved in user testing sessions, I never stop learning about people's browsing habits and the different aspects of a company’s proposition that affect how people respond to a given website.
Recently we have carried out two days of user testing for a high street retailer, and although these aren’t groundbreaking, what follows are nine key online shopping insights that all nine women (there should have been 10 but we had a late no-show) who took part provided during the test sessions.
What makes people press the back button, shortly after visiting your website? Why do they bail out so quickly? And what can you do about it?
I’ve been thinking about this and realised that there are many more negative factors than I’d originally anticipated.
Taken at individual level some of these factors might not be enough to make visitors back out, but when combined together they may give off entirely the wrong impression.
It’s not easy to create a beautiful, brilliant user experience, and the reality is that most sites have issues of one kind or another. But keep an eye open for the following – often avoidable – negative factors and try to eliminate them, to create a stickier website for users.
The UK's online shoppers show very little brand loyalty when it comes to booking holidays online, with 90% using a different travel provider every time they book, according to a new report.
Tealeaf's 'The ebooker: understanding how travel customers use the web' report contains a survey of 2,000 UK consumers, looking into their habits and motivations when booking holidays online. It suggests that providing excellent customer experience online can be the key differentiator.
I guess it’s grumpy old man time but I am really beginning to get hacked off with general ignorance (with apologies to Stephen Fry) about usability.
So rather than just grumble in the corner, I have decided to demolish five of the most persistent myths about usability.
User experience is very trendy at the moment, but is the expense of yet another specialist resource really worth it, or is it simply the ‘Emperor’s New Experience’?
Last month, I was unfortunate enough to lose my glasses. Since I am a speccy four-eyes moley moleman, this has caused me some problems.
So rather than traipse down to an optician and be up-sold to hell
and back because obviously anything less than their £200 SuperHyperThin lenses
will be akin to milk bottle bottoms and will scratch within seconds, I
decided to buy a couple of new pairs of glasses online.
So, it’s roughly the start of a New Year, and with any luck, you’ll have a new budget ready to spend on your ecommerce site. But where to start?
Now, as long as you haven’t already spent it on renewing your software contracts, or on rule-book-throwing vanity projects for your board, then you're probably trying to figure out what expenditure in e-commerce will get you the most bang for your buck.