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BIZLOG
EVALUATION REPORT
-Maria Merchant
BIZLOG
ABOUT
CakeStudio is an online
cake – delivery company based in
India.
Actonate is a web solutions firm that
has taken up the project to reinvent
redesign Cakestudio.in ‘s branding
and web presence.
Our priority target audience is the
millennials who frequent the
online food deliveries more than
the other demographics.
The website in terms of its graphic is
to demanded be bold and yet entic-
ing.
The functions of checkout and the
on-boarding process should be lucid
and user friendly. It should certainly
encourage and help users complete
their tasks from finding to buying and
tracking.
The design process has been followed
keeping in mind the above mentioned
guidelines.
BIZLOG
USABILITY TEST
OBJECTIVES:
The Cakestudio site- design iteration
needs to be tested before the final
design is confidently shown to the client.
This would also help resolve any
assumptions made by the designer.
The primary objectives at this stage of
testing the prototype (made on Axure)
are multi fold:
1. To know if the message and purpose
of the site is conveyed to the site’s visitor
(the user).
2. To explore the view’s of the user and
find out if there are any ‘real problems’ in
the functionality of the site or the
current prototype.
APPROACH:
The approach of this test, is to ask for
open-ended questions so as to allow
them to ‘explore’ the site. The test also
prevails over presenting a hypothetical
scenario to the user to equip them with
an exercise and context. The test is also
designed keeping in mind the ethical
issues of maintaining the rights of the
testers as well as the practical issues of
the experience. The task length of
answering the test is kept around 15
mins so as not to fatigue and/or
discourage the testers.
BIZLOG
USABILITY TEST
As part of applying the DECIDE
evaluation technique, an assessment test
in the form of a survey has been de-
signed using an online tool: Hotjar.com
Please find the complete survey here:
http://insights.hotjar.com/s?siteId=41546&surveyId=2076
6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076
http://insights.hotjar.com/s?siteId=41546&surveyId=2076 1/4
0 1 2 3 4 5 6 7 8 9 10
Not likely at all to recommend Will definitely recommend
Cakestudio User Survey
Cakestudio is trying to make its site easy to use and earn customer satisfaction. We'd
love blunt and honest feedback – it's the only way we can continue improving
Cakestudio!
Kindly open this prototype link after the first question
http://3xyj3g.axshare.com (http://3xyj3g.axshare.com/)
(password: merchant)
P.S. Your personal information such as date, name, gender mentioned shall not be
disclosed or published by filling this form.
Questions marked with an * are required.
Look at the site for 5 seconds then look away and answer this question
(without peeking). What is this site about ? *
Please type here...
Now take your time to peruse the site. Try and click on all the prompted
links of the prototype. Based upon your impression of the site's interface,
how likely are you to recommend cakestudio.in to friends and family
members? *
What would you tell your friends and family about cakestudio.in? (What
you liked, what you did not like) *
Please type here...
6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076
http://insights.hotjar.com/s?siteId=41546&surveyId=2076 2/4
0 1 2 3 4 5 6 7 8 9 10
Completely disagree Completely agree
0 1 2 3 4 5 6 7 8 9 10
Completely disagree Completely agree
0 1 2 3 4 5 6 7 8 9 10
Completely disagree Completely agree
0 1 2 3 4 5 6 7 8 9 10
Completely disagree Completely agree
Which of the following is the most important reason that you might NOT
recommend cakestudio.in? (select one) *
Please indicate the extent to which you agree that each of the following
statements describes cakestudio.in: The site clearly indicates the prices *
The site has a good search and navigation options. *
Quick Question – What is your biggest concern or fear about using
Cakestudio.in? *
Please type here...
The organization of information on the site was clear *
Checkout was quick and easy. *
Look and feel
Product selection
Customer support
Over all Shopping Expereince
Other (please specify)
6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076
http://insights.hotjar.com/s?siteId=41546&surveyId=2076 3/4
Please provide any additional feedback you would like to share:
Please type here...
SCENARIO: Imagine you want to send your loved one a cake from the site.
However, you know the recipient has a peanut allergy, so you want to
make sure its ingredients are fully peanuts-free. What would you like to do
(check all that applies) *
Please tell us about yourself. Your Gender :
What's your current age ?
I would like to have a quick-chat with a sales-representative and clarify.
Call on their toll-free number and speak with a customer-service agent.
Email customer support with my question
I would first read their FAQs page.
Female
Male
Prefer not to answer
Under 18
18 - 25
25 - 35
35 - 50
50 and above
6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076
http://insights.hotjar.com/s?siteId=41546&surveyId=2076 4/4
If we need clarification on your responses, may we contact you ? *
SEND
Not using Hotjar (http://www.hotjar.com/?
utm_source=client&utm_medium=survey&utm_campaign=insights) yet?
Yes, by email. (please specifiy)
No, thanks.
BIZLOG
DATA/FINDINGS
A targeted audience of 11 individuals
were surveyed using a mixed
questionnaire format.
Survey link:
http://insights.hotjar.com/s?siteId=41546&surveyId=2076
Survey was distributed via Hotjar for
input on testing the prototype shared via
Axure. Eleven out of 23 people selected
have provided a response in time to pre-
pare this report.
Survey consisted of 10 -12 questions
designed to solicit feedback on various
aspects of the design and working of the
site such as:
a. Recognizing the purpose of the site.
b. Sharing concerns
c. Task and scenario evaluation
d. Ease of on-boarding process
e. Customer support preferences
Survey results from all participants are
summarized in the following slides.
BIZLOG
Cakes,	
  7	
  
Online	
  cake	
  store,	
  1	
  
Shopping	
  cakes,	
  1	
  
Cake	
  shop	
  
website	
  for	
  
ordering	
  cake,	
  1	
  
Cake	
  deliveries,	
  1	
  
Q1.	
  Look	
  at	
  the	
  site	
  for	
  5	
  seconds	
  then	
  look	
  away	
  	
  
and	
  answer	
  this	
  quesBon	
  (without	
  peeking).	
  What	
  is	
  this	
  site	
  about	
  ?	
  
Cakes	
  
online	
  cake	
  store	
  
Shopping	
  cakes	
  
cake	
  shop	
  website	
  for	
  ordering	
  cake	
  
Cake	
  deliveries	
  
ANALYSIS 1
The broad purpose of the website is
well understood by the audience upon a
quick glance.
BIZLOG
ANALYSIS 2
The average score for this survey ques-
tion is 7.6 on a scale of 0-10.
0	
  
1	
  
2	
  
3	
  
4	
  
5	
  
6	
  
7	
  
8	
  
9	
  
10	
  
Q2	
  	
  Based	
  upon	
  your	
  impression	
  of	
  the	
  site's	
  interface,	
  how	
  likely	
  are	
  you	
  to	
  recommend	
  
cakestudio.in	
  to	
  friends	
  and	
  family	
  members?	
  
BIZLOG
ANALYSIS 3
Most users like the look of website, col-
or, user interface and product collection.
Three unique responses:
User not sure about availability of more
product lines.
Product prices not very clear.
Would like to see user reviews and more
detailed product description.
Q3	
  What	
  would	
  you	
  tell	
  your	
  friends	
  and	
  family	
  about	
  cakestudio.in?	
  (What	
  you	
  liked,	
  
what	
  you	
  did	
  not	
  like)	
  
User	
  interface	
  is	
  good.	
  
This	
  is	
  great	
  website	
  and	
  one	
  stop	
  to	
  order	
  cakes.	
  
Good	
  range	
  of	
  cakes	
  for	
  various	
  occasions.	
  
to	
  order	
  from	
  this	
  place.	
  
I	
  liked	
  that	
  the	
  website	
  is	
  easy	
  to	
  follow	
  and	
  has	
  pictures	
  of	
  cakes	
  with	
  the	
  price	
  wri=en	
  
under	
  it.	
  What	
  I	
  would	
  like	
  to	
  know	
  is	
  whether	
  they	
  make	
  other	
  bakery	
  items	
  such	
  as	
  
cupcakes	
  or	
  not.	
  
user-­‐friendly	
  interface,	
  similar	
  to	
  other	
  ordering	
  websites.	
  	
  Easy	
  to	
  understand	
  
Lovely	
  cakes.	
  Site	
  looks	
  pre=y	
  and	
  a=racDve.	
  
BeauDful	
  pastel	
  colors	
  used	
  for	
  the	
  site,	
  making	
  it	
  different	
  from	
  other	
  cake	
  websites.	
  
Reviews	
  on	
  each	
  cake	
  along	
  with	
  a	
  descripDon	
  will	
  make	
  it	
  easy	
  for	
  customers	
  to	
  select	
  the	
  
exact	
  cake	
  for	
  their	
  specific	
  taste	
  and	
  occasion.	
  The	
  prices	
  listed	
  for	
  each	
  cake	
  looks	
  a	
  bit	
  
blur.	
  
liked	
  :	
  clean	
  layout	
  and	
  tabs	
  
didn't	
  like	
  :	
  would	
  like	
  to	
  see	
  user	
  reviews	
  on	
  individual	
  cakes.	
  
also	
  more	
  descripDon	
  on	
  the	
  cake.	
  
fancy	
  website	
  and	
  good	
  collecDon	
  
Awesome	
  collecDon	
  !	
  
BIZLOG
ANALYSIS 4
The average score for this survey ques-
tion is 7.7 on a scale of 0-10.
0	
  
1	
  
2	
  
3	
  
4	
  
5	
  
6	
  
7	
  
8	
  
9	
  
10	
  
Q4	
  Please	
  indicate	
  the	
  extent	
  to	
  which	
  you	
  agree	
  that	
  each	
  of	
  the	
  following	
  statements	
  describes	
  
cakestudio.in:	
  The	
  site	
  clearly	
  indicates	
  the	
  prices	
  
BIZLOG
ANALYSIS 5
The average score for this survey ques-
tion is 8.3 on a scale of 0-10.
0	
  
1	
  
2	
  
3	
  
4	
  
5	
  
6	
  
7	
  
8	
  
9	
  
10	
  
Q5	
  The	
  site	
  has	
  a	
  good	
  search	
  and	
  naviga;on	
  op;ons.	
  
BIZLOG
ANALYSIS 6
1.	 3 out of 11(27.2%) respondents have
no concerns.
2.	 3 out of 11(27.2%) respondents were
concerned about quality of the cake.
3.	 1 out of 11(9%) respondent was
concerned about difficulty of scrolling
through the whole product selection.
4.	 1 out of 11(9%) respondent was
concerned about no finding customer
review tab.
5.	 1 out of 11(9%) respondent found the
‘Our Story’ content confusing.
6.	 1 out of 11(9%) respondent was con-
cerned that it is a new website.
7.	 1 out of 11(9%) respondent was con-
cerned about missing specific product
details
Q6	
  Quick	
  Ques*on:	
  What	
  is	
  your	
  biggest	
  concern	
  or	
  fear	
  about	
  using	
  Cakestudio.in?	
  
Customer	
  review	
  tab	
  missing	
  
No	
  concerns.	
  Great	
  website	
  to	
  order	
  cakes.	
  
Site	
  looks	
  authen:c,	
  no	
  concern	
  at	
  all	
  
No	
  concerns	
  
Website	
  pictures	
  are	
  no	
  guarantee	
  of	
  how	
  the	
  cake	
  would	
  eventually	
  turn	
  out.	
  So	
  no	
  ma@er	
  how	
  the	
  website	
  
looks	
  in	
  the	
  end	
  the	
  quality	
  of	
  the	
  cake	
  and	
  its	
  taste	
  ma@ers	
  the	
  most.	
  
the	
  cakes	
  themselves	
  
Should	
  have	
  some	
  special	
  displays..	
  not	
  possible	
  to	
  go	
  through	
  all	
  the	
  cakes.	
  
The	
  "Our	
  Story"	
  drop	
  down	
  doesn't	
  very	
  well	
  fit	
  in	
  the	
  purpose	
  of	
  this	
  website.	
  
not	
  knowing	
  how	
  the	
  cake	
  would	
  turn	
  out	
  .	
  
new	
  website	
  
No	
  idea	
  where	
  to	
  look	
  for	
  ingredients.	
  
BIZLOG
ANALYSIS 7
The average score for this survey ques-
tion is 8.3 on a scale of 0-10.
0	
  
1	
  
2	
  
3	
  
4	
  
5	
  
6	
  
7	
  
8	
  
9	
  
10	
  
Q7	
  The	
  organiza7on	
  of	
  informa7on	
  on	
  the	
  site	
  was	
  clear	
  
BIZLOG
0	
  
1	
  
2	
  
3	
  
4	
  
5	
  
6	
  
7	
  
8	
  
9	
  
10	
  
Q8	
  Checkout	
  was	
  quick	
  and	
  easy.	
  
ANALYSIS 8
The average score for this survey ques-
tion is 7.9 on a scale of 0-10.
BIZLOG
ANALYSIS 9
The product reviews might be getting
unnoticed on the product’s page.
Got 3 responses to an optional question:
Please provide any additional feedback you would like to share. :
1. “There should be an option to customize our own cake.”
2. “ The website could use some bright colors”.
3. “Love the idea of giving a description for each cake. Also the idea of displaying a
few reviews would be extremely helpful and different.”
BIZLOG
ANALYSIS 10
1.	 63.63% of respondents would prefer
to have a quick chat with a sales rep-
resentative.
2.	 18.18% of respondents would prefer
to call on the toll free number and
speak with a customer service agent.
3.	 9% of respondents would prefer to
email customer support.
4.	 9% of respondents would prefer to
find information on FAQ page.
Call	
  on	
  their	
  toll-­‐free	
  
number	
  and	
  speak	
  with	
  a	
  
customer-­‐service	
  agent.,	
  
2	
  
I	
  would	
  like	
  to	
  have	
  a	
  
quick-­‐chat	
  with	
  a	
  sales-­‐
representa>ve	
  and	
  
clarify.,	
  7	
  
I	
  would	
  first	
  
read	
  their	
  FAQs	
  
page.,	
  1	
  
	
  
Email	
  
	
  customer	
  	
  
support	
  with	
  
	
  my	
  
	
  ques>on,	
  1	
  
Q9	
  SCENARIO:	
  	
  Imagine	
  you	
  want	
  to	
  send	
  your	
  loved	
  one	
  a	
  cake	
  from	
  the	
  site.	
  However,	
  
you	
  know	
  the	
  recipient	
  has	
  a	
  peanut	
  allergy,	
  so	
  you	
  want	
  to	
  make	
  sure	
  its	
  ingredients	
  are	
  
fully	
  peanuts-­‐free.	
  What	
  would	
  you	
  like	
  to	
  do	
  (check	
  all	
  that	
  applies)	
  
Call	
  on	
  their	
  toll-­‐free	
  number	
  and	
  speak	
  
with	
  a	
  customer-­‐service	
  agent.	
  
I	
  would	
  like	
  to	
  have	
  a	
  quick-­‐chat	
  with	
  a	
  
sales-­‐representa>ve	
  and	
  clarify.	
  
I	
  would	
  first	
  read	
  their	
  FAQs	
  page.	
  
Email	
  customer	
  support	
  with	
  my	
  ques>on	
  
BIZLOG
ANALYSIS 11:
1.	 54.5% of respondents were females.
2.	 45.5% of respondents were of males
Note: All respondents are living in
USA and are between ages 25-35
years.
Female,	
  6	
  
Male,	
  5	
  
Q10.	
  Please	
  tell	
  us	
  about	
  yourself.	
  Your	
  Gender	
  :	
  
Female	
  
Male	
  
BIZLOG
CONCLUSION
While the purpose of the site seems to
be clear to the users, there are certain
issues that have surfaced from their
responses. The following
interpretations have been made after
analysis of the collected data:
1. ‘Our Story’ Page link seems to be
ambiguous and not as familiar as an
‘About us’ page.
2. Allowing further cake customization
tools and options seems inviting.
3. Product reviews should be more
accessible on page-load of
product-pages.
4. While 60% participants supported
online chat support, further investigation
into it can be made using different
contextual scenarios.
5. One of the main concerns seem to be
about the quality of the cake, since it is
an upcoming brand. Potential solutions
to address this are:
	 i. Provide a source of the
bakery under its product details.
	 ii. Provide a separate link to testi-
monials/reviews on their Facebook page. 	
	 iii. Provide links to any positive
reviews from established food critic
sources such as Zagat or a food maga-
zine more upfront on their landing page.
BIZLOG
Thank You!

More Related Content

CakeStudio_Evaluation

  • 2. BIZLOG ABOUT CakeStudio is an online cake – delivery company based in India. Actonate is a web solutions firm that has taken up the project to reinvent redesign Cakestudio.in ‘s branding and web presence. Our priority target audience is the millennials who frequent the online food deliveries more than the other demographics. The website in terms of its graphic is to demanded be bold and yet entic- ing. The functions of checkout and the on-boarding process should be lucid and user friendly. It should certainly encourage and help users complete their tasks from finding to buying and tracking. The design process has been followed keeping in mind the above mentioned guidelines.
  • 3. BIZLOG USABILITY TEST OBJECTIVES: The Cakestudio site- design iteration needs to be tested before the final design is confidently shown to the client. This would also help resolve any assumptions made by the designer. The primary objectives at this stage of testing the prototype (made on Axure) are multi fold: 1. To know if the message and purpose of the site is conveyed to the site’s visitor (the user). 2. To explore the view’s of the user and find out if there are any ‘real problems’ in the functionality of the site or the current prototype. APPROACH: The approach of this test, is to ask for open-ended questions so as to allow them to ‘explore’ the site. The test also prevails over presenting a hypothetical scenario to the user to equip them with an exercise and context. The test is also designed keeping in mind the ethical issues of maintaining the rights of the testers as well as the practical issues of the experience. The task length of answering the test is kept around 15 mins so as not to fatigue and/or discourage the testers.
  • 4. BIZLOG USABILITY TEST As part of applying the DECIDE evaluation technique, an assessment test in the form of a survey has been de- signed using an online tool: Hotjar.com Please find the complete survey here: http://insights.hotjar.com/s?siteId=41546&surveyId=2076
  • 5. 6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076 http://insights.hotjar.com/s?siteId=41546&surveyId=2076 1/4 0 1 2 3 4 5 6 7 8 9 10 Not likely at all to recommend Will definitely recommend Cakestudio User Survey Cakestudio is trying to make its site easy to use and earn customer satisfaction. We'd love blunt and honest feedback – it's the only way we can continue improving Cakestudio! Kindly open this prototype link after the first question http://3xyj3g.axshare.com (http://3xyj3g.axshare.com/) (password: merchant) P.S. Your personal information such as date, name, gender mentioned shall not be disclosed or published by filling this form. Questions marked with an * are required. Look at the site for 5 seconds then look away and answer this question (without peeking). What is this site about ? * Please type here... Now take your time to peruse the site. Try and click on all the prompted links of the prototype. Based upon your impression of the site's interface, how likely are you to recommend cakestudio.in to friends and family members? * What would you tell your friends and family about cakestudio.in? (What you liked, what you did not like) * Please type here...
  • 6. 6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076 http://insights.hotjar.com/s?siteId=41546&surveyId=2076 2/4 0 1 2 3 4 5 6 7 8 9 10 Completely disagree Completely agree 0 1 2 3 4 5 6 7 8 9 10 Completely disagree Completely agree 0 1 2 3 4 5 6 7 8 9 10 Completely disagree Completely agree 0 1 2 3 4 5 6 7 8 9 10 Completely disagree Completely agree Which of the following is the most important reason that you might NOT recommend cakestudio.in? (select one) * Please indicate the extent to which you agree that each of the following statements describes cakestudio.in: The site clearly indicates the prices * The site has a good search and navigation options. * Quick Question – What is your biggest concern or fear about using Cakestudio.in? * Please type here... The organization of information on the site was clear * Checkout was quick and easy. * Look and feel Product selection Customer support Over all Shopping Expereince Other (please specify)
  • 7. 6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076 http://insights.hotjar.com/s?siteId=41546&surveyId=2076 3/4 Please provide any additional feedback you would like to share: Please type here... SCENARIO: Imagine you want to send your loved one a cake from the site. However, you know the recipient has a peanut allergy, so you want to make sure its ingredients are fully peanuts-free. What would you like to do (check all that applies) * Please tell us about yourself. Your Gender : What's your current age ? I would like to have a quick-chat with a sales-representative and clarify. Call on their toll-free number and speak with a customer-service agent. Email customer support with my question I would first read their FAQs page. Female Male Prefer not to answer Under 18 18 - 25 25 - 35 35 - 50 50 and above
  • 8. 6/6/2015 insights.hotjar.com/s?siteId=41546&surveyId=2076 http://insights.hotjar.com/s?siteId=41546&surveyId=2076 4/4 If we need clarification on your responses, may we contact you ? * SEND Not using Hotjar (http://www.hotjar.com/? utm_source=client&utm_medium=survey&utm_campaign=insights) yet? Yes, by email. (please specifiy) No, thanks.
  • 9. BIZLOG DATA/FINDINGS A targeted audience of 11 individuals were surveyed using a mixed questionnaire format. Survey link: http://insights.hotjar.com/s?siteId=41546&surveyId=2076 Survey was distributed via Hotjar for input on testing the prototype shared via Axure. Eleven out of 23 people selected have provided a response in time to pre- pare this report. Survey consisted of 10 -12 questions designed to solicit feedback on various aspects of the design and working of the site such as: a. Recognizing the purpose of the site. b. Sharing concerns c. Task and scenario evaluation d. Ease of on-boarding process e. Customer support preferences Survey results from all participants are summarized in the following slides.
  • 10. BIZLOG Cakes,  7   Online  cake  store,  1   Shopping  cakes,  1   Cake  shop   website  for   ordering  cake,  1   Cake  deliveries,  1   Q1.  Look  at  the  site  for  5  seconds  then  look  away     and  answer  this  quesBon  (without  peeking).  What  is  this  site  about  ?   Cakes   online  cake  store   Shopping  cakes   cake  shop  website  for  ordering  cake   Cake  deliveries   ANALYSIS 1 The broad purpose of the website is well understood by the audience upon a quick glance.
  • 11. BIZLOG ANALYSIS 2 The average score for this survey ques- tion is 7.6 on a scale of 0-10. 0   1   2   3   4   5   6   7   8   9   10   Q2    Based  upon  your  impression  of  the  site's  interface,  how  likely  are  you  to  recommend   cakestudio.in  to  friends  and  family  members?  
  • 12. BIZLOG ANALYSIS 3 Most users like the look of website, col- or, user interface and product collection. Three unique responses: User not sure about availability of more product lines. Product prices not very clear. Would like to see user reviews and more detailed product description. Q3  What  would  you  tell  your  friends  and  family  about  cakestudio.in?  (What  you  liked,   what  you  did  not  like)   User  interface  is  good.   This  is  great  website  and  one  stop  to  order  cakes.   Good  range  of  cakes  for  various  occasions.   to  order  from  this  place.   I  liked  that  the  website  is  easy  to  follow  and  has  pictures  of  cakes  with  the  price  wri=en   under  it.  What  I  would  like  to  know  is  whether  they  make  other  bakery  items  such  as   cupcakes  or  not.   user-­‐friendly  interface,  similar  to  other  ordering  websites.    Easy  to  understand   Lovely  cakes.  Site  looks  pre=y  and  a=racDve.   BeauDful  pastel  colors  used  for  the  site,  making  it  different  from  other  cake  websites.   Reviews  on  each  cake  along  with  a  descripDon  will  make  it  easy  for  customers  to  select  the   exact  cake  for  their  specific  taste  and  occasion.  The  prices  listed  for  each  cake  looks  a  bit   blur.   liked  :  clean  layout  and  tabs   didn't  like  :  would  like  to  see  user  reviews  on  individual  cakes.   also  more  descripDon  on  the  cake.   fancy  website  and  good  collecDon   Awesome  collecDon  !  
  • 13. BIZLOG ANALYSIS 4 The average score for this survey ques- tion is 7.7 on a scale of 0-10. 0   1   2   3   4   5   6   7   8   9   10   Q4  Please  indicate  the  extent  to  which  you  agree  that  each  of  the  following  statements  describes   cakestudio.in:  The  site  clearly  indicates  the  prices  
  • 14. BIZLOG ANALYSIS 5 The average score for this survey ques- tion is 8.3 on a scale of 0-10. 0   1   2   3   4   5   6   7   8   9   10   Q5  The  site  has  a  good  search  and  naviga;on  op;ons.  
  • 15. BIZLOG ANALYSIS 6 1. 3 out of 11(27.2%) respondents have no concerns. 2. 3 out of 11(27.2%) respondents were concerned about quality of the cake. 3. 1 out of 11(9%) respondent was concerned about difficulty of scrolling through the whole product selection. 4. 1 out of 11(9%) respondent was concerned about no finding customer review tab. 5. 1 out of 11(9%) respondent found the ‘Our Story’ content confusing. 6. 1 out of 11(9%) respondent was con- cerned that it is a new website. 7. 1 out of 11(9%) respondent was con- cerned about missing specific product details Q6  Quick  Ques*on:  What  is  your  biggest  concern  or  fear  about  using  Cakestudio.in?   Customer  review  tab  missing   No  concerns.  Great  website  to  order  cakes.   Site  looks  authen:c,  no  concern  at  all   No  concerns   Website  pictures  are  no  guarantee  of  how  the  cake  would  eventually  turn  out.  So  no  ma@er  how  the  website   looks  in  the  end  the  quality  of  the  cake  and  its  taste  ma@ers  the  most.   the  cakes  themselves   Should  have  some  special  displays..  not  possible  to  go  through  all  the  cakes.   The  "Our  Story"  drop  down  doesn't  very  well  fit  in  the  purpose  of  this  website.   not  knowing  how  the  cake  would  turn  out  .   new  website   No  idea  where  to  look  for  ingredients.  
  • 16. BIZLOG ANALYSIS 7 The average score for this survey ques- tion is 8.3 on a scale of 0-10. 0   1   2   3   4   5   6   7   8   9   10   Q7  The  organiza7on  of  informa7on  on  the  site  was  clear  
  • 17. BIZLOG 0   1   2   3   4   5   6   7   8   9   10   Q8  Checkout  was  quick  and  easy.   ANALYSIS 8 The average score for this survey ques- tion is 7.9 on a scale of 0-10.
  • 18. BIZLOG ANALYSIS 9 The product reviews might be getting unnoticed on the product’s page. Got 3 responses to an optional question: Please provide any additional feedback you would like to share. : 1. “There should be an option to customize our own cake.” 2. “ The website could use some bright colors”. 3. “Love the idea of giving a description for each cake. Also the idea of displaying a few reviews would be extremely helpful and different.”
  • 19. BIZLOG ANALYSIS 10 1. 63.63% of respondents would prefer to have a quick chat with a sales rep- resentative. 2. 18.18% of respondents would prefer to call on the toll free number and speak with a customer service agent. 3. 9% of respondents would prefer to email customer support. 4. 9% of respondents would prefer to find information on FAQ page. Call  on  their  toll-­‐free   number  and  speak  with  a   customer-­‐service  agent.,   2   I  would  like  to  have  a   quick-­‐chat  with  a  sales-­‐ representa>ve  and   clarify.,  7   I  would  first   read  their  FAQs   page.,  1     Email    customer     support  with    my    ques>on,  1   Q9  SCENARIO:    Imagine  you  want  to  send  your  loved  one  a  cake  from  the  site.  However,   you  know  the  recipient  has  a  peanut  allergy,  so  you  want  to  make  sure  its  ingredients  are   fully  peanuts-­‐free.  What  would  you  like  to  do  (check  all  that  applies)   Call  on  their  toll-­‐free  number  and  speak   with  a  customer-­‐service  agent.   I  would  like  to  have  a  quick-­‐chat  with  a   sales-­‐representa>ve  and  clarify.   I  would  first  read  their  FAQs  page.   Email  customer  support  with  my  ques>on  
  • 20. BIZLOG ANALYSIS 11: 1. 54.5% of respondents were females. 2. 45.5% of respondents were of males Note: All respondents are living in USA and are between ages 25-35 years. Female,  6   Male,  5   Q10.  Please  tell  us  about  yourself.  Your  Gender  :   Female   Male  
  • 21. BIZLOG CONCLUSION While the purpose of the site seems to be clear to the users, there are certain issues that have surfaced from their responses. The following interpretations have been made after analysis of the collected data: 1. ‘Our Story’ Page link seems to be ambiguous and not as familiar as an ‘About us’ page. 2. Allowing further cake customization tools and options seems inviting. 3. Product reviews should be more accessible on page-load of product-pages. 4. While 60% participants supported online chat support, further investigation into it can be made using different contextual scenarios. 5. One of the main concerns seem to be about the quality of the cake, since it is an upcoming brand. Potential solutions to address this are: i. Provide a source of the bakery under its product details. ii. Provide a separate link to testi- monials/reviews on their Facebook page. iii. Provide links to any positive reviews from established food critic sources such as Zagat or a food maga- zine more upfront on their landing page.