site review

Site review: the new RoyalMail.com delivers on customer experience

E.M. Forster, great Victorian-born champion of the internet, sorry, humanism, once wrote this:

“Letters have to pass two tests before they can be classed as good: they must express the personality both of the writer and of the recipient”.

The Royal Mail‘s revamped website is the latest in a string of big organisations meeting new and improved standards in customer experience.

The aesthetic of the site accounts largely for its improvements, and the site as it stands can be seen, excuse me Edward, to express more of the Royal Mail’s personality as well as those of its various audiences.

First, I’ll look at some interesting little here’s and there’s from around the site before panning out.

New Balance’s new websites are good, but lack the x factor

Sportswear brand New Balance recently unveiled several new e-commerce sites for its US and UK brands.

Alongside the main New Balance brand there is a UK site for Warrior and US sites for Cobb Hill, Aravon and Dunham.

Built using Demandware’s platform, the aim is to create scalable e-commerce offerings that will help the company with its plans for global growth.

The homepages certainly look impressive, but what is the purchase process like?

We have previously flagged up Quiksilver as an example of shopping basket best practice, so using the same criteria I looked at how New Balance stacks up…

Sears site review: the good, the bad and the ugly

I’ve been taking a look at the Sears website from a user experience perspective to see what the retailer does well online, and where it can improve. 

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.

Overall, the site performs well and contains some excellent features, such as proactive use of live chat.

However, even with the best sites, there is always room for improvement…  

Site review: Four Seasons $18m redesign

Four Seasons unveiled its new website earlier this month, with many eyebrows raised as a result of the reported $18m pricetag. 

While this seems like a lot of money for a site relaunch, it is an international brand, and the $18m may cover more than just a redesign. 

The important point is whether or not this website will help it achieve its aim of improving its online revenues, which currently stand at 12% of overall sales.

With the help of some user testing videos (kindly provided by whatusersdo), I’ve been looking at the user experience on the new Four Seasons site

While the site contains some great imagery and content, there is plenty of room for improvement, and it’s a big fail on accessibility

F-commerce review: Lyle & Scott

Clothing brand Lyle and Scott is the latest retailer to begin selling on Facebook, with the launch of a store on the site yesterday. 

The Lyle and Scott Facebook store is basically a version of the mobile website, which was released last year. It’s an interesting solution to the problem, and any retailers that already have a mobile site could follow this example.