Posts in Customer Experience

To phone or not to phone?

I recently worked with a client who runs a relatively small e-commerce operation as a second business.

He lamented the fact that when he provided a phone number on his website, his sales more than doubled but the time required to run the business also more than doubled because of all the phone calls, which was not viable for him.

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What should you have in your shopping basket?

Shopping baskets are a key part of the design of an e-commerce site, forming a stepping stone between finding products and entering the checkout process.

They also provide a useful way to review the products selected for purchasing, and offer site owners a chance to reassure customers about security and payment options.

Let's look at some examples of basket design used by popular online retailers, to see what works, and what doesn't...

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Site review: Travel.co.uk

Travel.co.uk launched a package holiday comparison site last week, with a focus on providing a better user experience than existing competitors.

Travel.co.uk homepage

We have taken a look to see how it measures up...

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Site review: Borders' new UK offering

Having recently ended its partnership with Amazon and launched a new e-commerce site in the US, I expected that Borders would develop a similar version for the UK.

However, the redesigned Borders.co.uk has now gone live and it is completely different to its US counterpart.

We’ve taken a look to see how they compare...

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Site review: DisneyStore.co.uk

DisneyStore.co.uk is part of the main Disney website, which is presumably a fantastic source of targeted traffic. But is it making the most of this popularity to sell its products online?

The answer at this stage is a firm 'no', but we have analysed the key areas of the website to recommend a number of improvements that Disney can make to improve the customer experience, which in turn should boost sales.

Disneystore.co.uk

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Embedding Flash content using SWFObject 2

Embedding Flash content into a web page seems simple and in theory, it is.

But if you're using embed/object tags alone to embed Flash content, potential issues lurk under the surface.

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IBM invents teleportation system

There is no technology company in the world quite like IBM.

Its history dates back to 1889 and perhaps no other technology company has been through as much and reinvented itself as many times.

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Ten things Boots can do better online

Boots' website is pretty good in some areas, but as with pretty much all retail sites there are always areas crying out for optimisation.

We've come up with a few suggested improvements from a customer experience perspective....

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Google's Flash indexing - good or bad for SEO?

Flash sites can be a nightmare from a user experience perspective, so we were surprised by Google's decision this week to begin to indexing content from Flash files (SWF).

One major argument against the use of Flash has been that the major search engines have been unable to effectively index the content contained within these files, so websites using this software have been losing out in the search rankings.

But the main arguments are that Flash sites are often inaccessible and their architects often try to reinvent the wheel, which leads to all manner of user experience nightmares.

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Establishing customer trust - dos and don'ts

Reports of online fraud are often enough to make customers think twice about shopping on the internet, so how can you reassure them?

There are a number of things that retailers can do to make customers feel safe about shopping online, as well as mistakes that can damage trust in an e-commerce website.

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Testing for profit

Testing the content on your website is one of the most significant opportunities to drive more conversions.

Landing pages, product pages and pages in the funnel that don’t convert well can be improved for profit.

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Thomas Cook redesign: Has it improved usability?

Travel agent Thomas Cook introduced some changes to its website last week, aimed at improving navigation and relevance for its users.

We looked at the site a couple of months ago, finding a few problems with the holiday booking process, so has Thomas Cook resolved any of these issues?

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