tag:econsultancy.com,2008:/blog/tags/checkout Posts tagged with "checkout" from the Econsultancy blog 2016-06-14T14:57:00+01:00 tag:econsultancy.com,2008:BlogPost/67950 2016-06-14T14:57:00+01:00 2016-06-14T14:57:00+01:00 Eight ecommerce checkout design features that make ASOS great Ben Davis <p><strong>ASOS uses a combination of best practice design, quirky <a href="https://econsultancy.com/training/courses/online-copywriting/">copywriting</a> and micro UX to create a simple and fun checkout experience.</strong></p> <p>Here, I pick out eight features that make the ASOS checkout great.</p> <p>(p.s. if you have created a great user experience recently, you've got until June 17th to enter the <a href="http://www.festivalofmarketing.com/awards/categories?utm_source=econsultancy&amp;utm_medium=blog&amp;utm_campaign=econ%20blog">Masters of Marketing Awards</a>)</p><p><a href="https://econsultancy.com/blog/67950-eight-ecommerce-checkout-design-features-that-make-asos-great/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67618 2016-03-09T10:39:00+00:00 2016-03-09T10:39:00+00:00 Topman vs. Next: who has the best purchase journey UX? Ben Davis <p><strong>Why am I comparing two well-known fashion retailers and their ecommerce sites?</strong></p> <p>Well, though many conventions of web design are well-established, it still surprises me how different ecommerce sites can be, even in the nuts and bolts of basket and checkout.</p> <p>So, I thought I'd look at two quite different fashion retailers, and see how they match up.</p><p><a href="https://econsultancy.com/blog/67618-topman-vs-next-who-has-the-best-purchase-journey-ux/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/66208 2015-03-17T10:39:37+00:00 2015-03-17T10:39:37+00:00 How Mango can improve its otherwise excellent ecommerce site Christopher Ratcliff <p><strong>Mango is a Spanish fashion retailer founded on 1984 that now has more than 2,000 stores in 103 countries, 150 of which are in the UK.</strong></p> <p>Mango has also been operating its ecommerce site for around 15 years and it makes for an interesting study in highly innovative retail site design, but with areas that could definitely use an improvement.</p> <p>Here we’ll take a look at what works on the site from a customer experience and usability point of view first, before highlighting where it could be more effective.</p><p><a href="https://econsultancy.com/blog/66208-how-mango-can-improve-its-otherwise-excellent-ecommerce-site/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/66177 2015-03-10T10:13:00+00:00 2015-03-10T10:13:00+00:00 35 examples of ecommerce best practice from Hobbycraft Christopher Ratcliff <p><strong>Hobbycraft is not a website we’ve covered on the blog before. It’s not the showiest website, it doesn’t feature the most technically dazzling array of tools and features, nor is it currently in the news for any particular reason.</strong></p> <p>So why cover it now? Because Hobbycraft gets the basics of ecommerce just right.</p> <p>Out of all the sites I’ve researched so far, this one manages to include almost every ecommerce best practice feature that we’re constantly banging on about on the blog.</p><p><a href="https://econsultancy.com/blog/66177-35-examples-of-ecommerce-best-practice-from-hobbycraft/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/66160 2015-03-05T10:50:00+00:00 2015-03-05T10:50:00+00:00 How Boots can improve its customer journey from search to checkout Christopher Ratcliff <p><strong>In which we take a look at the experience of searching for a product, clicking-through to an ecommerce store and purchasing the item, all from a customer’s point of view.</strong></p> <p>Much like previous investigations on UK retailers <a href="https://econsultancy.com/blog/65802-john-lewis-the-customer-journey-from-search-to-checkout">John Lewis</a> and <a href="https://econsultancy.com/blog/65737-halfords-the-customer-journey-from-search-to-checkout">Halfords</a> this explores the customer journey in a nutshell, looking at visibility, relevancy, ease-of-use and speed of experience.</p> <p>Here we'll be taking a look at Boots, and making suggestions on how it can improve the customer experience and perhaps increase conversion.</p><p><a href="https://econsultancy.com/blog/66160-how-boots-can-improve-its-customer-journey-from-search-to-checkout/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/66150 2015-03-04T01:15:00+00:00 2015-03-04T01:15:00+00:00 Thorntons vs. Hotel Chocolat: user experience comparison Christopher Ratcliff <p><strong>“Come with me, and you'll be, in a world of pure imagination...”</strong></p> <p>I have to stop there as I don’t want Paramount Pictures or the estate of Roald Dahl to sue us.</p> <p>Instead I’ll pepper the content of this article with only the very subtlest of references to Willy Wonka and the Chocolate in the hope that nobody notices.</p><p><a href="https://econsultancy.com/blog/66150-thorntons-vs-hotel-chocolat-user-experience-comparison/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65970 2015-01-15T10:45:00+00:00 2015-01-15T10:45:00+00:00 Ikea: the customer journey from search to checkout and beyond Christopher Ratcliff <p><strong>In which we take a look at the experience of searching for a product, clicking-through to an ecommerce store and purchasing the item, all from a customer’s point of view.</strong></p> <p>Much like previous investigations on retailers <a href="https://econsultancy.com/blog/65838-apple-the-customer-journey-from-search-to-checkout">Apple</a> and <a href="https://econsultancy.com/blog/65802-john-lewis-the-customer-journey-from-search-to-checkout">John Lewis</a> this explores the customer journey in a nutshell, looking at paid search visibility, ad relevancy and the speed and ease of the ecommerce user experience.</p> <p>This week: Ikea.</p><p><a href="https://econsultancy.com/blog/65970-ikea-the-customer-journey-from-search-to-checkout-and-beyond/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65882 2014-12-10T14:06:18+00:00 2014-12-10T14:06:18+00:00 Customer journey from search to checkout: Christmas jumper special Christopher Ratcliff <p><strong>This was going to be a rigorous test of another specific UK fashion retailer’s paid search strategy, through to landing page and eventually checkout. Essentially a complete ecommerce journey from the customer’s point of view.</strong></p> <p>But then I was bombarded with LED festooned Christmas tree jumpers, wool sweaters featuring Santa with a fake wobbly Santa belly and pullovers with Rudolph’s glowing red nose and things went dramatically off-course.</p><p><a href="https://econsultancy.com/blog/65882-customer-journey-from-search-to-checkout-christmas-jumper-special/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65838 2014-12-02T14:49:00+00:00 2014-12-02T14:49:00+00:00 Apple: the customer journey from search to checkout Christopher Ratcliff <p><strong>In which we take a look at the experience of searching for a product, clicking-through to an ecommerce store and purchasing the item, all from a customer’s point of view.</strong></p> <p>Much like previous investigations on UK retailers <a href="https://econsultancy.com/blog/65802-john-lewis-the-customer-journey-from-search-to-checkout">John Lewis</a> and <a href="https://econsultancy.com/blog/65737-halfords-the-customer-journey-from-search-to-checkout">Halfords</a> this explores the customer journey in a nutshell, looking at visibility, relevancy, ease-of-use and speed of experience.</p><p><a href="https://econsultancy.com/blog/65838-apple-the-customer-journey-from-search-to-checkout/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65802 2014-11-24T14:13:00+00:00 2014-11-24T14:13:00+00:00 John Lewis: the customer journey from search to checkout Christopher Ratcliff <p><strong>In which we take a look at the experience of using John Lewis from a customer point of view.</strong></p> <p>Meaning this won’t be a robust test of the ecommerce site’s search functionality, or the quality of its mega-navs, or the persuasiveness of its homepage. </p> <p>Instead this will involve searching for an item on Google, clicking on the most attractive result, testing the relevancy and helpfulness of its landing page and seeing how quick and easy it is to make a purchase. The customer journey in a nutshell. </p> <p><a href="https://econsultancy.com/blog/65802-john-lewis-the-customer-journey-from-search-to-checkout/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65737 2014-11-10T14:41:00+00:00 2014-11-10T14:41:00+00:00 Halfords: the customer journey from search to checkout Christopher Ratcliff <p><strong>Following the relaunch of its ecommerce site at the end of 2013, Halfords online sales have risen 13.7% from the same time last year.</strong></p> <p>As reported in <a href="http://internetretailing.net/2014/11/halfords-turns-in-double-digit-online-growth-following-website-relaunch/">Internet Retailing</a> last week, Halfords’ online sales represented 12.2% of its total retail sales. Conversion rates have risen by 19% and 92% of online orders were collected in store through its click and collect service.</p> <p>Impressive figures that certainly position Halfords as a successful multichannel retailer, but what makes the Halfords online experience particularly conducive to improving its revenue?</p> <p>Recently we’ve featured Halfords in various articles related to ecommerce - social customer service, guest checkouts click and collect - and to be honest this retailer hasn’t come out particularly well.</p><p><a href="https://econsultancy.com/blog/65737-halfords-the-customer-journey-from-search-to-checkout/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65692 2014-11-04T10:08:00+00:00 2014-11-04T10:08:00+00:00 What users think of B&Q's new responsive site Kathryn McDonnell <p><strong>Last month, B&amp;Q unveiled <a href="http://www.diy.com/">a new responsive website</a>, as part of a £60m redesign of its website and backend systems. </strong></p> <p>The new site was <a href="https://econsultancy.com/blog/65593-b-q-s-new-60m-responsive-website-reviewed">reviewed by David Moth earlier this month</a> and to follow this up we decided to get some feedback by asking users to test the site, using whatusersdo.</p> <p>A mix of desktop, mobile and tablet users were asked to perform two tasks on the site. The first was a targeted shop to find internal door handles and go through the purchase process up until payment.</p> <p>As the new site prominently features sections titled ‘Inspiration’ and ‘Projects’, the second was to gather ideas for updating a room of their choice.  </p> <p>So what did the users think of the site? </p><p><a href="https://econsultancy.com/blog/65692-what-users-think-of-b-q-s-new-responsive-site/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65598 2014-10-16T13:45:00+01:00 2014-10-16T13:45:00+01:00 Nike vs. Adidas: which provides the best ecommerce experience? Christopher Ratcliff <p><strong>Lace up your sneakers, put your sweat bands through the washing machine, make a pitiful attempt at a couple of lunges and let’s go for a run.</strong></p> <p>Don’t worry, I’ll catch you up later. I just have some work to finish around… this… uh… hot-dog.</p> <p>Nike is the world’s most valuable sports brand according to Forbes. It has a market value of $71bn, $19bn of which is estimated to be pure brand value. Nike also commands 62% of the US athletic footwear market.</p> <p>Impressive stuff, but what of its nearest sporting rival Adidas? Has it been left puffing and wheezing, meters behind its striding opponent as it desperately rummages around its kit bag looking for an inhaler?</p><p><a href="https://econsultancy.com/blog/65598-nike-vs-adidas-which-provides-the-best-ecommerce-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/65474 2014-09-18T15:01:00+01:00 2014-09-18T15:01:00+01:00 Guest checkout test: which of these 25 US retailers force users to register? Christopher Ratcliff <p><strong>One of the biggest barriers for customers about to use a checkout is forcing them to register their details first.</strong></p> <p>Presenting them with page after page of forms in which they need to fill out the most unnecessary of personal details is a quick way to send your customers to the exit, leaving many abandoned baskets and lowering your conversion.</p> <p>Earlier today I looked at <a href="https://econsultancy.com/blog/65467-guest-checkout-test-which-of-these-30-uk-retailers-force-users-to-register">30 UK retailers and which ones force their customers to register</a>, now it's time to turn our attention to the USA.</p><p><a href="https://econsultancy.com/blog/65474-guest-checkout-test-which-of-these-25-us-retailers-force-users-to-register/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64902 2014-05-28T10:40:00+01:00 2014-05-28T10:40:00+01:00 13 ecommerce best practice lessons from AO.com Graham Charlton <p><strong>We're often looking for examples of good, and not so good, practice in ecommerce for our reports and articles, and there are a few sites you can generally rely on for the former. </strong></p> <p>One of these in AO.com, formerly Appliances Online. The company was launched 14 years ago and its recent IPO valued it at around £1.6bn. </p> <p>A key reason behind the company's growth can be found in its focus on good design and customer experience, as well as a culture of <a href="https://econsultancy.com/blog/8083-how-appliances-online-improved-its-product-pages#i.uxbbzl7fpfssuh">testing and optimisation</a>.</p> <p>As a result, AO.com contains many examples of ecommerce best practice that others can learn from. Here are just a few...</p> <p><a href="https://econsultancy.com/blog/64902-13-ecommerce-best-practice-lessons-from-ao-com/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64669 2014-04-10T11:39:00+01:00 2014-04-10T11:39:00+01:00 21 first class examples of effective web form design Graham Charlton <p><strong>Forms are important online. When well designed they make it nice and easy for people to sign up for newsletters, make a purchase, and so on. </strong></p> <p>However, badly implemented forms can be a real barrier for potential customers, frustrating them to the point where they give up. </p> <p><a href="https://econsultancy.com/blog/62987-12-useful-tips-for-web-form-optimisation">Web form optimisation</a> and good design is therefore vital, so here I've gathered up 21 examples of form best practice from a range of different sites.  </p> <p>We have checkout forms, contact forms, mobile optimised forms and more...</p><p><a href="https://econsultancy.com/blog/64669-21-first-class-examples-of-effective-web-form-design/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64459 2014-03-06T12:56:00+00:00 2014-03-06T12:56:00+00:00 Which ecommerce security logos do users trust? Do they matter? Graham Charlton <p><strong>Third party trust logos are used on most ecommerce sites, with the intention of reassuring potential customers that they can shop safely with the retailer in question. </strong></p> <p>There are a lot to choose from, and a recent Baynard has looked into which logos are most trusted by US shoppers. </p> <p>In this post, I'll take a look at the test and the results, as well as whether we need trustmarks on ecommerce sites at all... </p><p><a href="https://econsultancy.com/blog/64459-which-ecommerce-security-logos-do-users-trust-do-they-matter/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64385 2014-02-25T10:54:00+00:00 2014-02-25T10:54:00+00:00 How to attract registrations without creating a barrier to checkout Graham Charlton <p><strong>Registration has benefits for both customers and retailers, but it can be perceived as a barrier by customers. </strong></p> <p>It needn't be a barrier though, and well designed checkouts can <a href="http://econsultancy.com/blog/10890-checkout-optimization-10-ways-to-reduce-abandonment">reduce customer abandonment</a> while still encouraging people to register. </p> <p>The key is to present web forms and order the process in such a way that it doesn't mean more effort for consumers. You can still have plenty of customers creating accounts. </p> <p>Here are some examples...</p><p><a href="https://econsultancy.com/blog/64385-how-to-attract-registrations-without-creating-a-barrier-to-checkout/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64282 2014-02-06T11:14:00+00:00 2014-02-06T11:14:00+00:00 Q&A: Andy Harding on House of Fraser's redesign Graham Charlton <p><strong>House of Fraser <a href="http://econsultancy.com/blog/64262-house-of-fraser-redesigns-its-site-for-touch-screen-devices">launched a redesigned version of its site</a> earlier this week, with a focus on catering for touch screen users. </strong></p> <p>I've been asking Executive Director for MultiChannel at <a href="http://www.houseoffraser.co.uk/">House of Fraser</a> Andy Harding about the thinking behind the relaunch...</p><p><a href="https://econsultancy.com/blog/64282-q-a-andy-harding-on-house-of-fraser-s-redesign/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64262 2014-02-04T11:44:00+00:00 2014-02-04T11:44:00+00:00 House of Fraser redesigns its site for touch screen devices Graham Charlton <p><strong>With more than half of its traffic coming from mobile, House of Fraser has today launched a redesigned version of its site with the emphasis on the user experience for touch screen devices. </strong></p> <p>This marks a change in strategy for the company: designing for the mobile customer now comes before desktop or laptop. </p> <p>As part of this redesign, <a href="http://www.houseoffraser.co.uk/">House of Fraser</a> has also reducing the load time of its pages, acknowledging the <a href="http://econsultancy.com/blog/9162-the-importance-of-speed-for-mobile-commerce">importance of speed to mobile users</a>.</p> <p>I've been looking at the various sections of the new site...  </p><p><a href="https://econsultancy.com/blog/64262-house-of-fraser-redesigns-its-site-for-touch-screen-devices/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64188 2014-01-23T10:44:00+00:00 2014-01-23T10:44:00+00:00 Vistaprint: too much cross-sell or just enough conversion? Ben Davis <p><strong>Vistaprint has an interesting order and checkout process. There is lots of cross-sell and a decent amount of persuasion tactics used.</strong></p> <p>A few years ago, the website was <a href="http://econsultancy.com/blog/3122-overcomplicating-the-checkout-process">all sorts of wrong</a>, as Graham Charlton detailed, beaten only by <a href="http://econsultancy.com/blog/3338-how-to-spoil-your-checkout-process">GoDaddy</a>.</p> <p>Things have moved on and I must say that I don’t think it’s too complicated any more. There are a number of steps to the order process and to the <a href="http://econsultancy.com/reports/checkout-optimization-guide">checkout process</a> but that was to be expected when designing a customised t-shirt (my chosen product).</p> <p>Cross-sell and upsell is now presented on pages where I already feel assured the design process is going well.</p> <p>Mainly there was a lot of clear information and some fairly persuasive copy and design techniques which I think has been judged correctly.</p> <p>However, the company must be careful to keep cross-sell relevant. After being offered similar products, stationery and the like, I was then offered website builds and marketing services. This felt wrong and made me think the process might become more tiresome. If I was busier, I could have abandoned at this point.</p> <p>See what you think of each stage of the order process..</p><p><a href="https://econsultancy.com/blog/64188-vistaprint-too-much-cross-sell-or-just-enough-conversion/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64142 2014-01-16T11:51:00+00:00 2014-01-16T11:51:00+00:00 Why online retailers should enclose the checkout process Graham Charlton <p><strong>Checkout abandonment continues to be a major topic in ecommerce, and one which retailers have plenty of options to deal with. </strong></p> <p>According to stats from Salecycle, <a href="http://econsultancy.com/blog/63466-nine-case-studies-and-infographics-on-cart-abandonment-and-email-retargeting">checkout abandonment rates</a> in Q2 2013 averaged 75.5% across all industry verticals.</p> <p>One way to reduce abandonment rates is to enclose the checkout process, and remove distractions that may form a barrier to purchase. Here's why...</p><p><a href="https://econsultancy.com/blog/64142-why-online-retailers-should-enclose-the-checkout-process/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/64118 2014-01-14T11:55:00+00:00 2014-01-14T11:55:00+00:00 Which ecommerce sites are getting it right? Here's 21 of the best... Graham Charlton <p><strong>Which ecommerce sites are setting a great example for others to follow?  </strong></p> <p>I've been asking the Econsultancy blog team, as well as a few ecommerce experts, for their suggestions of great ecommerce sites. </p> <p>I've picked the rest, some because they offer an excellent all round experience, others aren't perfect, but were chosen for specific aspects which others can copy/learn from....</p><p><a href="https://econsultancy.com/blog/64118-which-ecommerce-sites-are-getting-it-right-here-s-21-of-the-best/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/63789 2013-11-18T14:56:41+00:00 2013-11-18T14:56:41+00:00 Why is Hamleys failing to make the most of ecommerce? Graham Charlton <p><strong>I like Hamleys. Unlike supermarket-style toy stores, it offers a special experience for kids and adults alike, and reminds me of the days before brands like Toys R Us dominated the market. </strong></p> <p>In fact, as I've discussed often with Chris Lake, such a well-loved brand, known for quality and great in-store experience, should be able to thrive online, especially at this time of year. </p> <p>Indeed, It appears that it is <a href="http://www.toyworldmag.co.uk/news/2013/09/hamleys-turns-profit">doing well offline</a>. It's expanding, but I don't think it's making the most of digital.</p> <p>This post takes a close look at the site, and the general impression is that it hasn't kept with with the growth of ecommerce over the past few years. </p><p><a href="https://econsultancy.com/blog/63789-why-is-hamleys-failing-to-make-the-most-of-ecommerce/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/63654 2013-10-28T10:50:00+00:00 2013-10-28T10:50:00+00:00 10 checkout login pages from ecommerce sites Graham Charlton <p><strong>Your customer has added items to their basket, clicked to proceed to checkout, so what should they see on the next page? </strong></p> <p>Well, since registration has been shown to be a barrier to conversion, they should see a page that takes an email address and eases them into the checkout proper. </p> <p>But are sites doing this? Here are a few examples from <a href="http://econsultancy.com/uk/reports/ecommerce-best-practice-compendium">ecommerce sites</a>...</p> <p><a href="https://econsultancy.com/blog/63654-10-checkout-login-pages-from-ecommerce-sites/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/63444 2013-09-24T11:24:00+01:00 2013-09-24T11:24:00+01:00 Ecommerce best practice: the 'basket add'. What is it and how should it work? Graham Charlton <p><strong>As a bit of an ecommerce geek, I'm interested in the tiny things on sites, and today it's the way sites indicate that customers have successfully <a href="http://econsultancy.com/uk/blog/10820-add-to-basket-buttons-examples-and-best-practices">added an item to their shopping baskets</a> and usher them towards the checkout. </strong></p> <p>While this may seem a bit niche, there is a value to providing some sort of feedback to the customer and also to indicate the position of the cart/basket link. (For now, I'm going to call it the 'basket add').</p> <p>So, here are some examples of how ecommerce sites are doing this...</p><p><a href="https://econsultancy.com/blog/63444-ecommerce-best-practice-the-basket-add-what-is-it-and-how-should-it-work/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/63383 2013-09-12T11:21:00+01:00 2013-09-12T11:21:00+01:00 Five reasons for Next’s online growth, plus five areas for improvement Graham Charlton <p><strong>Fashion retailer Next today announced some very positive results for the half year to July 2013, with 2.2% sales growth to £1.7bn. </strong></p> <p>As you might expect, online played a big part, with Next Directory sales growing by 8.3% to £597.6m, while profits were 13.4% higher at £156.1m.</p> <p>I've been looking at the Next website to pick out some of the reasons for its success online, and some areas where it could still improve. </p><p><a href="https://econsultancy.com/blog/63383-five-reasons-for-next-s-online-growth-plus-five-areas-for-improvement/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/63298 2013-08-28T11:13:00+01:00 2013-08-28T11:13:00+01:00 11 things Boots can do to improve its conversion rates Graham Charlton <p><strong>I'm not a regular visitor to <a href="http://www.boots.com/">Boots' website</a>, so when I clicked on it recently, I was surprised that the number of usability issues and potential barriers to purchase I found. </strong></p> <p>The site does appear to be due a revamp, and there are plenty of areas for improvement where Boots could reduce customer friction.  </p> <p>Here, I've picked out some of the most serious issues, and what Boots can do to improve conversion rates on the site. </p> <p>NB: I have no inside knowledge of Boots and its online performance. It may make a fortune online, but from what I know, there is lots of potential for improvement, so here we go... </p><p><a href="https://econsultancy.com/blog/63298-11-things-boots-can-do-to-improve-its-conversion-rates/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/62987 2013-07-04T11:09:00+01:00 2013-07-04T11:09:00+01:00 12 useful tips for web form optimisation Graham Charlton <p><strong>Let's face it, forms are a real pain to fill in, so it's important to get them right, and minimise any friction when visitors are signing up for emails, or completing contact and checkout forms. </strong></p> <p>Designing forms with the user in mind, and testing to find our where the pain points are for users can make a massive difference to the user experience. </p> <p>Here are 12 quick tips on web form optimisation...</p><p><a href="https://econsultancy.com/blog/62987-12-useful-tips-for-web-form-optimisation/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/62831 2013-06-03T10:47:00+01:00 2013-06-03T10:47:00+01:00 Jaeger's ecommerce site deconstructed: 5,000 words in 17 key areas dan barker <p><strong>Jaeger has relaunched its ecommerce site for the second time in 12 months.</strong></p> <p>It's slightly unusual for a brand to do that: relaunching is a big, complicated, risky, time-consuming task, so most retailers tend only to relaunch every few years (often less, sometimes never).</p><p><a href="https://econsultancy.com/blog/62831-jaeger-s-ecommerce-site-deconstructed-5-000-words-in-17-key-areas/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/62726 2013-05-15T11:26:00+01:00 2013-05-15T11:26:00+01:00 Why does mobile out-perform desktop on this ecommerce site? Graham Charlton <p><img style="float: left;" src="http://i.imgur.com/yiKDY9l.png" alt="" width="250"><strong>I had an interesting email from an ecommerce site owner in Texas over the weekend, wondering why mobile outperforms desktop on his site for conversion rates. </strong></p> <p>The site in question is <a href="http://www.discgolfstation.com/">discgolfstation.com</a>, and owner Clint Henderson tells me that mobile conversion rates are twice that of desktop, which is obviously unusual. </p> <p>While the mobile site isn't bad at all, it seems the problem is down to poor desktop performance. </p> <p>Here, I'll suggest some possible reasons, but it would be great to see what suggestions you have for improvements as well...</p><p><a href="https://econsultancy.com/blog/62726-why-does-mobile-out-perform-desktop-on-this-ecommerce-site/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/62705 2013-05-10T10:45:00+01:00 2013-05-10T10:45:00+01:00 70+ epic ecommerce best practice tips, stats, blog posts and more Graham Charlton <p><strong><img style="float: left;" src="http://i.imgur.com/cbhlwGy.jpg" alt="" width="200">After this post rounding up some of our <a href="http://econsultancy.com/uk/blog/62558-70-epic-social-media-case-studies-stats-blog-posts-and-more">case studies, articles and reports on social media</a>, I thought I'd steal Andrew Warren Payne's idea and do the same for ecommerce.</strong></p> <p>We have written a lot on ecommerce since the blog launched, but here are 70 or so or our best practice tips, interviews with ecommerce folk, stats, and reports from the past year or so. </p> <p>Hope you find this useful...</p><p><a href="https://econsultancy.com/blog/62705-70-epic-ecommerce-best-practice-tips-stats-blog-posts-and-more/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/11348 2013-03-28T17:47:00+00:00 2013-03-28T17:47:00+00:00 Give website visitors more choices via site search Vishal Srivastava <p><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0002/1737/merrell_quick_view-blog-full.png" alt="" width="200"><strong>Customers everywhere love choice. And when you sell online, giving shoppers choice means making sure they can find what you have to sell, and making it easy for them to compare and contrast different product or service options. </strong></p> <p>Site search can be one of the most useful tools in your <a href="http://econsultancy.com/uk/reports/e-commerce-best-practice-compendium">ecommerce toolbox</a> for helping website visitors browse products and information quickly and easily, and view search results in ways that best fit their needs.</p> <p>With a user-friendly site search experience, visitors are more likely to convert, and more likely to return to your site for more purchases.</p> <p>Here are some ideas, taken from our <a href="http://getsliebooks.co.uk">Big Book of Site Search Tips,</a> to help you create an engaging and user-friendly site search experience that can more easily attract visitors to the products they want to buy.</p><p><a href="https://econsultancy.com/blog/11348-give-website-visitors-more-choices-via-site-search/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/62227 2013-02-27T10:46:00+00:00 2013-02-27T10:46:00+00:00 Four simple techniques to deal with your conversion rate problems Fabian Alvares <p><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0002/9555/main_blog_image-blog-third.jpg" alt="" width="156"><strong>We have to go undercover into shops, speak to sales staff, buy and try products and speak to customer service teams to uncover the objections our visitors face online. </strong></p> <p>When we delve into the offline world and go beyond surveys and analytics we can find out the hidden causes of abandonment online, remove them and improve our conversion rates.</p> <p>Here are four <strong>simple techniques</strong> for finding those hidden gems...</p><p><a href="https://econsultancy.com/blog/62227-four-simple-techniques-to-deal-with-your-conversion-rate-problems/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/61860 2013-01-16T10:32:32+00:00 2013-01-16T10:32:32+00:00 Best practices for international web forms Guy Mucklow <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0001/7314/international-flags-blog-third.jpg" alt="" width="150"></strong></p> <p><strong>Nobody likes filling out forms. They are a constant source of frustration for consumers, but even more so when they fail to take account of the various idiosyncrasies in name and addressing conventions used all over the world.</strong></p> <p>I have come across countless examples where the web form has been designed without the user’s country in mind. </p> <p>Simple, silly mistakes that could easily be fixed end up costing businesses millions in lost revenue.</p><p><a href="https://econsultancy.com/blog/61860-best-practices-for-international-web-forms/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/11297 2013-01-11T09:43:00+00:00 2013-01-11T09:43:00+00:00 Effective ecommerce: Tackling the checkout challenge Maria Wasing <p><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0002/7716/self-checkout-blog-third.jpg" alt="" width="170"><strong>Over a third of shoppers increased the amount of online shopping they did over the last year, so it is more important than ever for retailers to provide an outstanding ecommerce experience. </strong></p> <p>When an online shopper clicks ‘checkout’ they generally have the intention to buy, yet drop-off rates at this final stage can be high with three in five abandoning their baskets.</p> <p>Consumers aren’t afraid to go elsewhere if they encounter issues at any stage in the checkout process though, so it’s vital for retailers to get it right.</p><p><a href="https://econsultancy.com/blog/11297-effective-ecommerce-tackling-the-checkout-challenge/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/11318 2012-12-12T22:23:00+00:00 2012-12-12T22:23:00+00:00 User tests show Woolworths' website needs a major revamp David Moth <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/0002/6944/woolworths_logo.jpg" alt="" width="234" height="101">As it's one of Australia’s most successful grocery retailers, you may expect <a href="http://www2.woolworthsonline.com.au/">Woolworths</a> to have an excellent e-commerce site.</strong></p> <p>In other markets major retail brands such as Tesco and Walmart have proven that online shoppers are integral for continued sales growth in the digital age.</p> <p>But for reasons unknown, Woolworth’s doesn’t seem to have kept its site up-to-date.</p> <p>To highlight some of the more obvious usability issues, we asked <a href="http://whatusersdo.com/index.php">WhatUsersDo</a> to run several user tests using its Australian panel.</p> <p>Here are some of the findings, as well as my own observations...</p><p><a href="https://econsultancy.com/blog/11318-user-tests-show-woolworths-website-needs-a-major-revamp/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/11287 2012-12-11T09:17:00+00:00 2012-12-11T09:17:00+00:00 Peak period lessons from Cyber Monday James Cronin <p><img style="float: left;" src="http://files.lewispr.com/images/econsultancy1.jpg" alt="" width="110"></p> <p><strong><a href="http://econsultancy.com/uk/blog/11266-mega-monday-e-commerce-stats-round-up">Mega Monday</a>, Cyber Monday, the day for flurried transactions, huge site traffic and flash sales. Whatever you call it, the much-discussed day has passed with a significant boost for online retailers. </strong></p> <p>The results for the 2012 holiday season have, so far, been promising. Retailers on our platform saw this Sunday nudge Cyber Monday off the top online shopping day spot as far as revenue is concerned, but both days performed exceptionally well. </p> <p><a href="https://econsultancy.com/blog/11287-peak-period-lessons-from-cyber-monday/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/11240 2012-12-04T12:39:00+00:00 2012-12-04T12:39:00+00:00 10 tips for improving ecommerce checkouts Graham Charlton <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0002/6663/8014665826_8207438fc3_m-blog-third.jpg" alt="" width="200" height="133">68% of shopping carts are abandoned, according to <a href="http://baymard.com/lists/cart-abandonment-rate">figures from Baynard,</a> so how can retailers bring this number down? </strong></p> <p>Last week, we released our <a href="http://econsultancy.com/uk/reports/e-commerce-best-practice-compendium">E-commerce Best Practice Compendium</a>, which contains more than 170 tips on improving usability and conversions. </p> <p>To accompany the report, I've already looked at <a href="http://econsultancy.com/uk/blog/11206-10-ways-to-improve-your-e-commerce-navigation">site search and navigation</a> and <a href="http://econsultancy.com/uk/blog/11205-10-tips-for-improving-e-commerce-product-pages">product pages</a>, now it's the turn of the checkout process. </p> <p>Here are ten ways to <a href="http://econsultancy.com/uk/reports/checkout-optimization-guide">reduce checkout abandonment</a>. There are many more, so please add your comments below... </p><p><a href="https://econsultancy.com/blog/11240-10-tips-for-improving-ecommerce-checkouts/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/11170 2012-11-22T12:52:00+00:00 2012-11-22T12:52:00+00:00 Bonmarché's e-commerce relaunch shows an understanding of its target audience David Moth <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0002/6123/bonmarche_logo-blog-third.jpg" alt="" width="200" height="102">Womenswear retailer <a href="http://www.bonmarche.co.uk/">Bonmarché</a> has launched a new website as it attempts to reinvent itself as a multichannel retailer.</strong></p> <p>After buying the business out of administration earlier this year, the new owners are hoping that an e-commerce platform will help the brand achieve sustainable growth.</p> <p>Several high street retailers, including <a href="http://econsultancy.com/uk/blog/9375-game-group-heads-for-administration">Game</a> and <a href="http://econsultancy.com/uk/blog/11029-comet-s-demise-doesn-t-mean-multichannel-can-t-work-just-ask-house-of-fraser">Comet</a>, have gone to the wall recently, partly due to a failure to come up with a successful e-commerce strategy.</p> <p>With this in mind I decided to see whether Bonmarché’s new site, built in partnership with <a href="http://www.venda.com/">Venda</a>, is actually any good...</p><p><a href="https://econsultancy.com/blog/11170-bonmarche-s-e-commerce-relaunch-shows-an-understanding-of-its-target-audience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/10890 2012-10-16T14:44:00+01:00 2012-10-16T14:44:00+01:00 Checkout optimization: 10 ways to reduce abandonment Graham Charlton <p><strong><a href="http://econsultancy.com/uk/blog/6075-checkout-abandonment-on-the-rise"><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0002/4601/333915133_b27a0511c4_m-blog-third.jpg" alt="" width="170">Checkout abandonment</a> is a major problem for most e-commerce sites, but many of the factors causing customers to bail on purchases can be addressed. </strong></p> <p>Reasons for abandonment include high shipping costs, checkout errors, and the fact that some customers simply want to check prices. </p> <p>Here are ten ways to improve the e-commerce checkout process, and <a href="http://econsultancy.com/uk/reports/checkout-optimization-guide">minimise abandonment rates</a>...</p><p><a href="https://econsultancy.com/blog/10890-checkout-optimization-10-ways-to-reduce-abandonment/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/10532 2012-08-15T10:23:00+01:00 2012-08-15T10:23:00+01:00 QVC shows how not to design a checkout David Moth <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/0002/2248/QVC_logo.png" alt="" width="75" height="74">On the Econsultancy blog we often highlight examples of websites that offer a great user experience as it’s useful to be able to see good design in practice.</strong></p> <p>When it comes to checkouts, we’ve used <a href="http://econsultancy.com/uk/blog/8391-persuasive-checkout-best-practice-from-asos">ASOS</a> and <a href="http://econsultancy.com/uk/blog/10415-quiksilver-s-new-website-offers-shining-example-of-checkout-ux">Quiksilver</a> to demonstrate how the process should be optimised to reduce basket abandonment and increase conversions.</p> <p>And we also think it’s useful to highlight examples of brands that aren’t getting it right and could do with redesigning their site to improve the user experience.</p> <p><a href="http://www.qvcuk.com/">QVC</a> falls into this category. Its checkout process feels like it hasn’t been updated in several years, and there are several major issues that could be causing lost sales...</p><p><a href="https://econsultancy.com/blog/10532-qvc-shows-how-not-to-design-a-checkout/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/10410 2012-07-25T14:29:28+01:00 2012-07-25T14:29:28+01:00 10 checkout process pitfalls to avoid Patricio Robles <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0002/1465/3387395286_dd54b97c28_m-blog-third.jpg" alt="" width="150">For online retailers, closing a sale can be a tricky process. From attracting a would-be customer to your site to fulfilling an order in an efficient manner, there are a lot of potential points of failure.</strong></p> <p>One of the biggest such points is the <a href="http://econsultancy.com/uk/reports/checkout-optimization-guide">checkout process</a>, which gives customers plenty of opportunities to rethink their purchases.</p> <p>Unfortunately for retailers, getting the checkout process right can be challenging, and there are numerous mistakes that can produce a less-than-optimal result.</p><p><a href="https://econsultancy.com/blog/10410-10-checkout-process-pitfalls-to-avoid/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/9838 2012-05-14T16:03:00+01:00 2012-05-14T16:03:00+01:00 Sears site review: the good, the bad and the ugly Graham Charlton <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0001/8741/sears-kidvantage-program-blog-third.jpg" alt="" width="160">I've been taking a look at the <a href="http://www.sears.com/">Sears</a> website from a user experience perspective to see what the retailer does well online, and where it can improve. </strong></p> <p>I've highlighted some excellent features on the site that other online retailers could learn from, some relatively minor irritations that would annoy users, and problems that may make users abandon the site.</p> <p>Overall, the site performs well and contains some excellent features, such as proactive use of live chat.</p> <p>However, even with the best sites, there is always room for improvement...  </p><p><a href="https://econsultancy.com/blog/9838-sears-site-review-the-good-the-bad-and-the-ugly/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/8605 2012-01-05T12:48:00+00:00 2012-01-05T12:48:00+00:00 Why HMV shouldn't make users register before checkout Graham Charlton <p><strong><img style="float: left;" src="http://assets.econsultancy.com/images/resized/0001/4483/hmv_-blog-half.png" alt="" width="250">Making customers register before they checkout is a barrier to purchase, yet many online retailers have yet to learn this lesson. </strong></p> <p>The arguments against this barrier are compelling. For example, <a href="http://econsultancy.com/uk/blog/8391-persuasive-checkout-best-practice-from-asos">ASOS halved its abandonment rate</a> at the registration page simply by removing any mention of creating an account. </p> <p>In a more famous example from Jared Spool, one retailer <a href="http://econsultancy.com/us/blog/3138-why-you-shouldn-t-make-users-register-before-buying">added $300m to its annual revenues</a> by removing the registration button. </p> <p>These are lessons that HMV needs to learn in order to optimise conversion rates and reduce abandonments. </p><p><a href="https://econsultancy.com/blog/8605-why-hmv-shouldn-t-make-users-register-before-checkout/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/8391 2011-11-30T10:14:00+00:00 2011-11-30T10:14:00+00:00 Persuasive checkout best practice from ASOS Paul Rouke <p><strong>As a follow-up to my earlier article, <a title="Shopping basket best practice from ASOS" href="http://econsultancy.com/uk/blog/7106-asos-shopping-basket-best-practice" target="_self">Shopping basket best practice from ASOS</a>, I’ve taken a look at the updated ASOS checkout experience. It includes one change which has reduced their checkout abandonment rate by 50%.</strong></p> <p>The ASOS website delivers an excellent browsing and shopping experience, and I regularly feature examples from the retailer in my <a href="http://econsultancy.com/uk/training/courses/e-commerce-usability-and-best-practice-for-online-retailers">e-commerce best practice training courses</a>.</p> <p>The updated checkout continues this trend, as the earlier version certainly didn’t fit in well with their highly tuned shopping experience up to checkout.</p> <p>This article will recap on what ASOS is doing well on its shopping basket, look at how it is handling new customer checkout, and the variety of persuasive checkout lessons we can take from them as well as identifying a few areas of improvement.</p><p><a href="https://econsultancy.com/blog/8391-persuasive-checkout-best-practice-from-asos/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/7835 2011-08-12T09:41:00+01:00 2011-08-12T09:41:00+01:00 House of Fraser: site review Graham Charlton <p><strong>House of Fraser unveiled an updated version of its website recently. </strong></p> <p>Online sales rose by 110% in the first 24 weeks of the year, and House of Fraser aims to continue this growth with the redesigned website. </p> <p>The previous incarnation, as <a href="http://econsultancy.com/uk/blog/1824-house-of-fraser-a-user-experience-review-2">reviewed here by Paul Rouke</a> in 2007, was a good site, but the <a href="http://www.houseoffraser.co.uk/">new version</a> provides a more up to date, streamlined look. </p> <p><img src="http://assets.econsultancy.com/images/resized/0001/1469/newhof11-blog-full.png" alt=""></p><p><a href="https://econsultancy.com/blog/7835-house-of-fraser-site-review/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/7730 2011-07-06T12:39:00+01:00 2011-07-06T12:39:00+01:00 Why do consumers abandon online purchases? Graham Charlton <p><strong>From security concerns to annoyances around hidden charges or high delivery costs, there are a number of possible reasons why not make a purchase from an online retailer. </strong></p> <p>An <a href="http://tolu.na/jdf8Fk">Econsultancy survey</a> of 2,000 UK consumers, conducted using the <a href="http://www.tolunaquick.com/registerq?camp=econsultancyactivity">TolunaQuick</a> tool, looks at the reasons why customers choose to abandon online purchases. </p> <p>Of the 2,000 respondents, just 12.8% don't shop online, the other 87.2% shop at least several times per year. </p> <p><img src="http://assets.econsultancy.com/images/0001/1058/3518555635_0ab185afa0_m.jpg" alt=""></p> <p>Some highlights from the survey after the jump...</p><p><a href="https://econsultancy.com/blog/7730-why-do-consumers-abandon-online-purchases/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/7600 2011-06-07T10:50:00+01:00 2011-06-07T10:50:00+01:00 Checkout best practice revisited Paul Rouke <p><strong>It’s been over two years since I published an article on the Econsultancy blog entitled: <a title="Checkout best practice recommendations from Paul Rouke" href="http://econsultancy.com/uk/blog/3539-are-retailers-following-best-practice-to-improve-conversion-rates" target="_blank">Are retailers following best practice to improve conversion rates?</a></strong></p> <p>In that article I was specifically looking at the <a href="http://econsultancy.com/uk/reports/checkout-optimization-guide">checkout processes</a> of a variety of retailers, and in particular whether or not they have enclosed (or in other words removed site wide elements and distractions to focus the user) the process. </p> <p>In this article I have revisited the retailers who featured in this article to see which of the retailers who didn’t enclose their checkouts then are now using this approach . </p> <p><a href="http://econsultancy.com/uk/blog/6623-why-you-should-enclose-the-checkout-process">Enclosing the checkout</a> is an approach I almost always recommend my retail clients adopt as a primary way of improving their checkout funnel conversion rate.</p><p><a href="https://econsultancy.com/blog/7600-checkout-best-practice-revisited/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/7388 2011-04-07T09:38:00+01:00 2011-04-07T09:38:00+01:00 Ten best practices from the new Lakeland website Graham Charlton <p><strong>Homeware retailer <a href="http://www.lakeland.co.uk/Homepage.action">Lakeland</a> launched its redesigned website recently, and the result is a good looking and usable site. </strong></p> <p>I've picked out <a href="http://econsultancy.com/uk/blog/6650-ten-things-bhs-can-do-better-online">things that etailers could do better online</a> in the past, but for a change, I've listed ten e-commerce best practices from the new site, as well as a couple of potential improvements... </p><p><a href="https://econsultancy.com/blog/7388-ten-best-practices-from-the-new-lakeland-website/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p>