The usability study tested user understanding and expectations of shipping options on DSG's ecommerce website. It found that:
- 'Next-Day Shipping' matched user expectations for one business day shipping more than the current '1 Day, 1 Business Day' term.
- '2-Day Shipping' and '2 Business Day Shipping' combined matched user expectations for two business day shipping more than the current '2 Day, 2 Business Day' term.
- Users primarily expected the shipping cutoff time for next-day shipping to be 3:00 PM.
The study suggests updating shipping terminology to better meet user expectations in order to improve customer satisfaction and reduce calls to customer service.
Three Common Ecommerce Integration Issues And Their SolutionsVL
This whitepaper provides a discussion and analysis of three common problem areas that ecommerce business often deal with and will affect business performance, efficiency, and scalability.
Ultimately this whitepaper serves to highlight the importance of integration solutions to a business' ability to successfully negotiate and manage the customer experience, data movement, and systems.
Visit our website (http://virtuallogistics.ca) to download a copy of the ebook.
This document discusses conversion rate optimization experiments. It emphasizes that making the right conclusions from experiments requires care and verification. Several experiments are described, such as testing different checkout pages or removing unnecessary fields, with results ranging from 2.5-7.5% improvement. It concludes that each store is unique and testing checkout variations directly on one's own site for sufficient time, such as 6 weeks, is necessary to determine what really improves conversion rates.
The Scoop n' Scootery - It's all about the deliveryKelly Bowker
Operations Management class project.
We worked with the Scoop n' Scootery to evaluate their existing delivery process and provide recommendations on how they can improve in-order to increase their ROI.
I handled
- client communication
- market research
- digital solutions
- presentation design and layout
Nick brown - Coaching in a Data Driven World | Agile Delivery 2017Kayleigh Tiernan
The document discusses using data visualization and data-driven coaching to facilitate transparent and informed decision making in agile organizations. It presents examples of visualizations like scatter plots and cumulative flow diagrams that can be used to ask diagnostic questions about what happened, what is happening, and identify trends. Predictive visualizations can then be used to forecast what is likely to happen and what options exist. Finally, prescriptive visualizations and coaching can help determine what actions should be taken and next best steps. The goal is for data and visualizations to enhance conversations and psychological safety while staying true to agile principles of transparency, inspection, and adaptation.
How Diversifying Your Shipping Strategy Can Drive Value for Your OrganizationGSO2015
The webinar discusses how diversifying shipping strategies with regional carriers can provide benefits over global carriers. It notes trends in rising delivery demands, costs, and fees from global carriers. Regional carriers offer next-day delivery over a larger area, later pickups, fewer fees, and can reduce shipping costs up to 35%. The webinar provides an example of a company that achieved a 30% cost reduction and improved service by switching to a regional carrier. It advises shippers to evaluate regional carriers if next-day delivery area, pickup times, control, or costs are important.
Shipping Trends for Small Ecommerce Businessesarchana cks
Shipping is the final frontier when it comes to satisfying customers. Big box retailers have made shipping a priority by routinely examining and revamping their fulfillment methods, resulting in solutions.
Source <> http://www.ecbilla.com/ecommerce-articles/e-commerce-trends/shipping-trends-for-small-ecommerce-businesses.html
1) By analyzing 1.5 million deliveries from 2023, the report found that the median on-time delivery (OTD) rate was 44.3%, meaning over half of deliveries occurred outside the original estimated time of arrival (ETA).
2) The report suggests four ways for companies to improve their OTD rate: recalculating ETAs at the start of routes, updating ETAs en route, using live tracking tools, and examining key performance indicators in relation to each other for context.
3) Live tracking allows customers to see updated ETAs and adjust expectations, reducing calls about order status, while analytics from logistics software can help companies identify solutions by viewing KPIs like delivery time alongside
The eCommerce Purchase Path Team has requested existing user data and additional user research on the checkout Payment
Methods webpage, specifically focusing on Promotion Codes and ScoreCard Reward Certificates.
Three Common Ecommerce Integration Issues And Their SolutionsVL
This whitepaper provides a discussion and analysis of three common problem areas that ecommerce business often deal with and will affect business performance, efficiency, and scalability.
Ultimately this whitepaper serves to highlight the importance of integration solutions to a business' ability to successfully negotiate and manage the customer experience, data movement, and systems.
Visit our website (http://virtuallogistics.ca) to download a copy of the ebook.
This document discusses conversion rate optimization experiments. It emphasizes that making the right conclusions from experiments requires care and verification. Several experiments are described, such as testing different checkout pages or removing unnecessary fields, with results ranging from 2.5-7.5% improvement. It concludes that each store is unique and testing checkout variations directly on one's own site for sufficient time, such as 6 weeks, is necessary to determine what really improves conversion rates.
The Scoop n' Scootery - It's all about the deliveryKelly Bowker
Operations Management class project.
We worked with the Scoop n' Scootery to evaluate their existing delivery process and provide recommendations on how they can improve in-order to increase their ROI.
I handled
- client communication
- market research
- digital solutions
- presentation design and layout
Nick brown - Coaching in a Data Driven World | Agile Delivery 2017Kayleigh Tiernan
The document discusses using data visualization and data-driven coaching to facilitate transparent and informed decision making in agile organizations. It presents examples of visualizations like scatter plots and cumulative flow diagrams that can be used to ask diagnostic questions about what happened, what is happening, and identify trends. Predictive visualizations can then be used to forecast what is likely to happen and what options exist. Finally, prescriptive visualizations and coaching can help determine what actions should be taken and next best steps. The goal is for data and visualizations to enhance conversations and psychological safety while staying true to agile principles of transparency, inspection, and adaptation.
How Diversifying Your Shipping Strategy Can Drive Value for Your OrganizationGSO2015
The webinar discusses how diversifying shipping strategies with regional carriers can provide benefits over global carriers. It notes trends in rising delivery demands, costs, and fees from global carriers. Regional carriers offer next-day delivery over a larger area, later pickups, fewer fees, and can reduce shipping costs up to 35%. The webinar provides an example of a company that achieved a 30% cost reduction and improved service by switching to a regional carrier. It advises shippers to evaluate regional carriers if next-day delivery area, pickup times, control, or costs are important.
Shipping Trends for Small Ecommerce Businessesarchana cks
Shipping is the final frontier when it comes to satisfying customers. Big box retailers have made shipping a priority by routinely examining and revamping their fulfillment methods, resulting in solutions.
Source <> http://www.ecbilla.com/ecommerce-articles/e-commerce-trends/shipping-trends-for-small-ecommerce-businesses.html
1) By analyzing 1.5 million deliveries from 2023, the report found that the median on-time delivery (OTD) rate was 44.3%, meaning over half of deliveries occurred outside the original estimated time of arrival (ETA).
2) The report suggests four ways for companies to improve their OTD rate: recalculating ETAs at the start of routes, updating ETAs en route, using live tracking tools, and examining key performance indicators in relation to each other for context.
3) Live tracking allows customers to see updated ETAs and adjust expectations, reducing calls about order status, while analytics from logistics software can help companies identify solutions by viewing KPIs like delivery time alongside
The eCommerce Purchase Path Team has requested existing user data and additional user research on the checkout Payment
Methods webpage, specifically focusing on Promotion Codes and ScoreCard Reward Certificates.
Cross Company has been successfully using content creation as a marketing and sales method. Content creation is important for businesses to survive and thrive online as it is a cheaper alternative to traditional advertising and allows companies to reach a wider audience. Cross Company plans to continue investing in content creation strategies like blogging as it has already led to increased traffic, leads, and sales.
Validate Your Redefined Customer Journeys QuicklyApplause
COVID-19 has accelerated the need for new customer journeys like curbside pickup. Now is the time for businesses to account for contactless services and ensure customer safety.
The document discusses the future of business mail and mailing technology changes. It summarizes that mail volume has declined across all categories as businesses transition to electronic communications. Rate increases by the USPS and carriers will continue to impact business mail costs. Mailing technology is shifting from postage meters to cloud-based online postage solutions which provide improved access, savings, and visibility across locations. Enterprise online postage allows centralized control and management of mailing activities for multiple office locations.
‘Always be Optimising’ was a meetup for digital marketers and product people keen on getting more from their existing traffic. The slide deck holds all presentations from the meetup.
This document provides an overview of infrastructure and traffic analysis for Dufferin Research from 2008 to 2016. It summarizes key metrics on survey respondents over time such as their locations in over 12,000 cities across 183 countries, use of various browsers and operating systems, and time spent on site. It also describes Dufferin Research's infrastructure including dedicated servers, backups, and monitoring to manage high traffic volumes while maintaining reliability and performance. Positive feedback from clients, suppliers, and respondents suggests Dufferin Research is providing a quality user experience.
How to Find Hidden Gems in Google Analytics to Convert More Valentin Radu
> Data-driven conversion rate optimization process
> Applying Pareto's law in GA segmentation
> How to find anomalies in Google Analytics
> Data-driven hypothesis for CRO
Delivering Your Products To Customers In USA – by United States Postal Servic...eTailing India
The document discusses various aspects of the US Postal Service's package delivery services:
- It is quasi-governmental, operates without government funding, and aims to be profitable. It delivers more last-mile ecommerce packages than any other delivery company in the US.
- Reasons the USPS is used for package delivery include its large delivery network, trusted brand, and upfront pricing without hidden fees.
- US consumers' online purchases from foreign websites are increasing faster than other imports. Top imported items include clothing, books, and electronics. Price and product availability drive foreign purchases.
Quick Look - Auto Insurance UX Benchmark Study | UserZoomUserZoom
1) A study analyzed the online experiences of consumers researching auto insurance on four company websites. Progressive received the highest user experience rankings, while AAA ranked lowest.
2) When obtaining quotes, participants were most successful on GEICO's site and rated it highest for ease of use. Allstate had the second highest ratings and fewest issues.
3) Allstate had the best perceived brand and highest net promoter score. Its brand attributes also increased the most after the study.
This document discusses the importance and benefits of content creation and inbound marketing for Cross Company. It outlines the steps in the inbound marketing process and provides examples of how Cross employees like Andy and Ryan have successfully generated leads and sales through blogging. Statistics show that companies who actively blog receive more leads and have higher conversion rates. The document encourages Cross employees to start blogging themselves because it is an effective way to build relationships with potential customers and help more people while growing the business.
Tis The Season: Load Testing Tips and Checklist for Retail Seasonal ReadinessSOASTA
‘Tis the Season – Holiday 2014 eCommerce Quality Checklist
Past Webinar
Archived (originally presented June 26th, 2014)
This year, your holiday traffic will increase 15% or more, and 50% of the users will be mobile. Recent research shows 71% of your revenue comes from multi-channel users, so if you haven’t started planning, you’re already behind. Leading retailers are preparing for Holiday “14 and testing their production sites for multi-channel access to 115% capacity, or beyond! If you’re not one of them, your plans are incomplete.
Cover your risks. Join Tenzing and SOASTA experts as they discuss the must-do checklist for peak performance.
In this webinar you’ll learn:
Align your Marketing and Quality plans
Cover the multichannel user experience
Test early in the lab and fully in production
Optimize end-to-end site speed and performance
When to freeze for the winter
Don’t miss this opportunity to “shop early” and see how the leading retailers are already beating the odds with cloud testing.
Tis The Season: Load Testing Tips and Checklist for Retail Seasonal ReadinessSOASTA
‘Tis the Season – Holiday 2014 eCommerce Quality Checklist
Past Webinar
Archived (originally presented June 26th, 2014)
This year, your holiday traffic will increase 15% or more, and 50% of the users will be mobile. Recent research shows 71% of your revenue comes from multi-channel users, so if you haven’t started planning, you’re already behind. Leading retailers are preparing for Holiday “14 and testing their production sites for multi-channel access to 115% capacity, or beyond! If you’re not one of them, your plans are incomplete.
Cover your risks. Join Tenzing and SOASTA experts as they discuss the must-do checklist for peak performance.
In this webinar you’ll learn:
Align your Marketing and Quality plans
Cover the multichannel user experience
Test early in the lab and fully in production
Optimize end-to-end site speed and performance
When to freeze for the winter
Don’t miss this opportunity to “shop early” and see how the leading retailers are already beating the odds with cloud testing.
Measuring What Really Matters: Search Engine Metrics & Tracking Tips - David ...Energy Digital Summit
This presentation was written by David Underwood, President/CEO of Top Spot Internet Marketing. David was invited to present as a breakout speaker for the Energy Digital Summit in January 2015.
The document summarizes a presentation given by Advanced Receivables Solutions on options for accounts receivable processing. It describes a case study of a staffing company that transitioned from paper to electronic invoice processing through lockbox imaging, realizing cost savings from reduced days sales outstanding, labor costs, paper storage, and courier fees. The presentation also outlines additional receivables processing options like electronic capture, online decisioning, and industry-specific solutions for healthcare, insurance, and real estate. It concludes by providing contact information for the presenters.
Localz ICurve Report: Understanding the IConomy Nimmity Zappert
Delivery carriers, retailers and field service busineses all compete in the Individual Economy, the IConomy. Localz researchers asked customers what was most important to them in their delivery experience.
PRPL Information Architect Tricia D'Antin explains the thought process behind merging business goals with user goals through user experience (UX) design.
Manivannan Parangoussane received a Gold Award for his work delivering the Sterling Money Market Daily (SMMD) Regulatory report to the Bank of England on time despite complex requirements and a short implementation period. Mani learned to generate the XML format file quickly and implemented the XML report creation process on schedule. Working with Prakash and the EMEA Regulatory Reporting Team, Mani helped convert business needs into technical requirements and delivered the regulatory report on time through coordinating with other applications. Mani also provided daily test files and code updates to help users.
Empowering Data-Driven Marketers: How UX Research & Usability Testing Can Pos...UserZoom
This webinar discusses how user experience (UX) research and usability testing can positively impact brands. It advocates for mixing quantitative and qualitative methods to understand both what customers think and do. The speaker recommends identifying key performance indicators, building customer personas, measuring UX quality, analyzing top tasks, benchmarking experiences, and linking activities to metrics. Mixing methods like surveys, usability testing, and analytics can help measure improvements. Attendees learn how data-driven UX approaches can benefit marketing by linking the user experience to brand attitudes and business outcomes.
The Vehicle Detail Page Click - Presented at Digital Dealer 18 in Tampa FloridaIan Cruickshank
In 2013, the automotive industry erupted with VDP focused research. Early adopters began talking about the benefits and importance of the VDP view, as a website metric for dealer sales success. Since then there have been regular blogs, articles and research papers about the impact of the VDP View on vehicle sales. Today, there is no doubt that increasing VDP and SRP views have a positive impact on sales.
The Vehicle Detail Page Click, a click which comes from your chosen advertising source and goes directly to a Vehicle Detail Page on your site, can prove to be a bit elusive. Many companies today are heavily focused on clicks to the VDP. For example LotLinx, one of the biggest promoters of the VDP click or Deep-linking, uses premium listings on 3rd party listings sites to drive dealer VDP views. Dynamic Search is a more recent way to get car buyers clicking directly to the VDP. In Display advertising, there are a few versions available. Static display ads focused on a single vehicle with the click going to the VDP for that specific car or truck. These are often served dynamically in a retargeting campaign to the user who has visited a specific VDP. Dynamic Display Ads, like those found in the Auto Audience Network, are Dealer branded templates, which populate with specific vehicles of interest as the ad is shown to the car buyer. Each vehicle in these ads clicks to the corresponding Vehicle Detail Page on the dealers own website.
However, the VDP click is creating a new problem. How do we properly measure the value of VDP clicks? Previously, the metrics used to measure the value of traffic/clicks to your site were Time on Site, Page Views, and Bounce Rate. Are these still great metrics? Yes, but can we compare them to Non-VDP clicks? Just like Search Clicks vs. Display Clicks, VDP vs. Non-VDP clicks need to be considered in a different light. Why? Simply put, you're sending a consumer to the punchline with one click. There is no need to find the site search, input the search parameters, or choose the vehicle from the Search Results Page (SRP). This eliminates a minimum of 3 pages a buyer needs to navigate through on your site and more than a minute less time on site. This reality reduces Time on Site and Page Views, and increases Bounce Rate. This is not bad, but it is different.
This document summarizes research from multiple delivery companies on customer and employee experiences. Key findings include:
- Customers reported issues with long wait times, unprofessional couriers without proper protective equipment, and complicated ordering processes. Employees complained of technical app issues, unfair bonus systems, and lack of support.
- Surveys of couriers found most were new, intended to leave soon, and saw opportunities to cheat the system. Customers gave mid-range delivery companies higher ratings than others for timely, polite service from adhering couriers.
- Research methods examined the customer journey map, including pain points like multi-step ordering and missing order confirmations. The employee journey map highlighted long waiting periods
Quality must move beyond the purview of just the testing organization and must become an integrated part of the entire software development life cycle (SDLC) to reduce schedule-killing rework, improve user satisfaction, and reduce the risks of untested nonfunctional requirements such as security and performance. Vendors have taken note and look to provide tools that support every role in the organization, considerably broadening the testing tools landscape.
Join Margo Visitacion of Forrester and learn:
* Don't lose before you get into the game
* Why load testing can make the difference
* How planning performance testing today can help budget planning tomorrow
* How to develop your test game plan
The document discusses recommendations from a UX camp for improving collaboration between UX, development, and product management teams. It recommends conducting regular retrospective surveys to gather anonymous feedback on what is working well, pain points, and areas for improvement. It also suggests that teams collaborate earlier on requirements and user stories before creating mockups to avoid duplicate work and ensure mockups are informed by all parties. Additionally, it emphasizes the need to incorporate actual users and subject matter experts into the entire software development process through user research and testing, in order to create the best experience for users. Finally, it promotes adopting a Lean UX approach involving cross-functional collaboration, rapid experimentation and testing with users, and regular delivery of working software to maximize learning
A robust user test where in we screen down to 100 Remote Users - who are screened into 50 Non DSG Users, and 50 DSG Users - who are then sent through the following subtests:
- 50 Qualtrics All Tasks
- 25 Qualtrics New Features
- 25 Optimal Open Card Sort All Tasks
- 25 Optimal Tree Test Current Nav
- 50 Qualtrics Sentiments Test (
A diagram of this screening and process can be seen at https://docs.google.com/drawings/d/11P1bbI43_giOQvmkrC-koP1rm1brorqgx18Bt795y0U/edit?usp=sharing.
Cross Company has been successfully using content creation as a marketing and sales method. Content creation is important for businesses to survive and thrive online as it is a cheaper alternative to traditional advertising and allows companies to reach a wider audience. Cross Company plans to continue investing in content creation strategies like blogging as it has already led to increased traffic, leads, and sales.
Validate Your Redefined Customer Journeys QuicklyApplause
COVID-19 has accelerated the need for new customer journeys like curbside pickup. Now is the time for businesses to account for contactless services and ensure customer safety.
The document discusses the future of business mail and mailing technology changes. It summarizes that mail volume has declined across all categories as businesses transition to electronic communications. Rate increases by the USPS and carriers will continue to impact business mail costs. Mailing technology is shifting from postage meters to cloud-based online postage solutions which provide improved access, savings, and visibility across locations. Enterprise online postage allows centralized control and management of mailing activities for multiple office locations.
‘Always be Optimising’ was a meetup for digital marketers and product people keen on getting more from their existing traffic. The slide deck holds all presentations from the meetup.
This document provides an overview of infrastructure and traffic analysis for Dufferin Research from 2008 to 2016. It summarizes key metrics on survey respondents over time such as their locations in over 12,000 cities across 183 countries, use of various browsers and operating systems, and time spent on site. It also describes Dufferin Research's infrastructure including dedicated servers, backups, and monitoring to manage high traffic volumes while maintaining reliability and performance. Positive feedback from clients, suppliers, and respondents suggests Dufferin Research is providing a quality user experience.
How to Find Hidden Gems in Google Analytics to Convert More Valentin Radu
> Data-driven conversion rate optimization process
> Applying Pareto's law in GA segmentation
> How to find anomalies in Google Analytics
> Data-driven hypothesis for CRO
Delivering Your Products To Customers In USA – by United States Postal Servic...eTailing India
The document discusses various aspects of the US Postal Service's package delivery services:
- It is quasi-governmental, operates without government funding, and aims to be profitable. It delivers more last-mile ecommerce packages than any other delivery company in the US.
- Reasons the USPS is used for package delivery include its large delivery network, trusted brand, and upfront pricing without hidden fees.
- US consumers' online purchases from foreign websites are increasing faster than other imports. Top imported items include clothing, books, and electronics. Price and product availability drive foreign purchases.
Quick Look - Auto Insurance UX Benchmark Study | UserZoomUserZoom
1) A study analyzed the online experiences of consumers researching auto insurance on four company websites. Progressive received the highest user experience rankings, while AAA ranked lowest.
2) When obtaining quotes, participants were most successful on GEICO's site and rated it highest for ease of use. Allstate had the second highest ratings and fewest issues.
3) Allstate had the best perceived brand and highest net promoter score. Its brand attributes also increased the most after the study.
This document discusses the importance and benefits of content creation and inbound marketing for Cross Company. It outlines the steps in the inbound marketing process and provides examples of how Cross employees like Andy and Ryan have successfully generated leads and sales through blogging. Statistics show that companies who actively blog receive more leads and have higher conversion rates. The document encourages Cross employees to start blogging themselves because it is an effective way to build relationships with potential customers and help more people while growing the business.
Tis The Season: Load Testing Tips and Checklist for Retail Seasonal ReadinessSOASTA
‘Tis the Season – Holiday 2014 eCommerce Quality Checklist
Past Webinar
Archived (originally presented June 26th, 2014)
This year, your holiday traffic will increase 15% or more, and 50% of the users will be mobile. Recent research shows 71% of your revenue comes from multi-channel users, so if you haven’t started planning, you’re already behind. Leading retailers are preparing for Holiday “14 and testing their production sites for multi-channel access to 115% capacity, or beyond! If you’re not one of them, your plans are incomplete.
Cover your risks. Join Tenzing and SOASTA experts as they discuss the must-do checklist for peak performance.
In this webinar you’ll learn:
Align your Marketing and Quality plans
Cover the multichannel user experience
Test early in the lab and fully in production
Optimize end-to-end site speed and performance
When to freeze for the winter
Don’t miss this opportunity to “shop early” and see how the leading retailers are already beating the odds with cloud testing.
Tis The Season: Load Testing Tips and Checklist for Retail Seasonal ReadinessSOASTA
‘Tis the Season – Holiday 2014 eCommerce Quality Checklist
Past Webinar
Archived (originally presented June 26th, 2014)
This year, your holiday traffic will increase 15% or more, and 50% of the users will be mobile. Recent research shows 71% of your revenue comes from multi-channel users, so if you haven’t started planning, you’re already behind. Leading retailers are preparing for Holiday “14 and testing their production sites for multi-channel access to 115% capacity, or beyond! If you’re not one of them, your plans are incomplete.
Cover your risks. Join Tenzing and SOASTA experts as they discuss the must-do checklist for peak performance.
In this webinar you’ll learn:
Align your Marketing and Quality plans
Cover the multichannel user experience
Test early in the lab and fully in production
Optimize end-to-end site speed and performance
When to freeze for the winter
Don’t miss this opportunity to “shop early” and see how the leading retailers are already beating the odds with cloud testing.
Measuring What Really Matters: Search Engine Metrics & Tracking Tips - David ...Energy Digital Summit
This presentation was written by David Underwood, President/CEO of Top Spot Internet Marketing. David was invited to present as a breakout speaker for the Energy Digital Summit in January 2015.
The document summarizes a presentation given by Advanced Receivables Solutions on options for accounts receivable processing. It describes a case study of a staffing company that transitioned from paper to electronic invoice processing through lockbox imaging, realizing cost savings from reduced days sales outstanding, labor costs, paper storage, and courier fees. The presentation also outlines additional receivables processing options like electronic capture, online decisioning, and industry-specific solutions for healthcare, insurance, and real estate. It concludes by providing contact information for the presenters.
Localz ICurve Report: Understanding the IConomy Nimmity Zappert
Delivery carriers, retailers and field service busineses all compete in the Individual Economy, the IConomy. Localz researchers asked customers what was most important to them in their delivery experience.
PRPL Information Architect Tricia D'Antin explains the thought process behind merging business goals with user goals through user experience (UX) design.
Manivannan Parangoussane received a Gold Award for his work delivering the Sterling Money Market Daily (SMMD) Regulatory report to the Bank of England on time despite complex requirements and a short implementation period. Mani learned to generate the XML format file quickly and implemented the XML report creation process on schedule. Working with Prakash and the EMEA Regulatory Reporting Team, Mani helped convert business needs into technical requirements and delivered the regulatory report on time through coordinating with other applications. Mani also provided daily test files and code updates to help users.
Empowering Data-Driven Marketers: How UX Research & Usability Testing Can Pos...UserZoom
This webinar discusses how user experience (UX) research and usability testing can positively impact brands. It advocates for mixing quantitative and qualitative methods to understand both what customers think and do. The speaker recommends identifying key performance indicators, building customer personas, measuring UX quality, analyzing top tasks, benchmarking experiences, and linking activities to metrics. Mixing methods like surveys, usability testing, and analytics can help measure improvements. Attendees learn how data-driven UX approaches can benefit marketing by linking the user experience to brand attitudes and business outcomes.
The Vehicle Detail Page Click - Presented at Digital Dealer 18 in Tampa FloridaIan Cruickshank
In 2013, the automotive industry erupted with VDP focused research. Early adopters began talking about the benefits and importance of the VDP view, as a website metric for dealer sales success. Since then there have been regular blogs, articles and research papers about the impact of the VDP View on vehicle sales. Today, there is no doubt that increasing VDP and SRP views have a positive impact on sales.
The Vehicle Detail Page Click, a click which comes from your chosen advertising source and goes directly to a Vehicle Detail Page on your site, can prove to be a bit elusive. Many companies today are heavily focused on clicks to the VDP. For example LotLinx, one of the biggest promoters of the VDP click or Deep-linking, uses premium listings on 3rd party listings sites to drive dealer VDP views. Dynamic Search is a more recent way to get car buyers clicking directly to the VDP. In Display advertising, there are a few versions available. Static display ads focused on a single vehicle with the click going to the VDP for that specific car or truck. These are often served dynamically in a retargeting campaign to the user who has visited a specific VDP. Dynamic Display Ads, like those found in the Auto Audience Network, are Dealer branded templates, which populate with specific vehicles of interest as the ad is shown to the car buyer. Each vehicle in these ads clicks to the corresponding Vehicle Detail Page on the dealers own website.
However, the VDP click is creating a new problem. How do we properly measure the value of VDP clicks? Previously, the metrics used to measure the value of traffic/clicks to your site were Time on Site, Page Views, and Bounce Rate. Are these still great metrics? Yes, but can we compare them to Non-VDP clicks? Just like Search Clicks vs. Display Clicks, VDP vs. Non-VDP clicks need to be considered in a different light. Why? Simply put, you're sending a consumer to the punchline with one click. There is no need to find the site search, input the search parameters, or choose the vehicle from the Search Results Page (SRP). This eliminates a minimum of 3 pages a buyer needs to navigate through on your site and more than a minute less time on site. This reality reduces Time on Site and Page Views, and increases Bounce Rate. This is not bad, but it is different.
This document summarizes research from multiple delivery companies on customer and employee experiences. Key findings include:
- Customers reported issues with long wait times, unprofessional couriers without proper protective equipment, and complicated ordering processes. Employees complained of technical app issues, unfair bonus systems, and lack of support.
- Surveys of couriers found most were new, intended to leave soon, and saw opportunities to cheat the system. Customers gave mid-range delivery companies higher ratings than others for timely, polite service from adhering couriers.
- Research methods examined the customer journey map, including pain points like multi-step ordering and missing order confirmations. The employee journey map highlighted long waiting periods
Quality must move beyond the purview of just the testing organization and must become an integrated part of the entire software development life cycle (SDLC) to reduce schedule-killing rework, improve user satisfaction, and reduce the risks of untested nonfunctional requirements such as security and performance. Vendors have taken note and look to provide tools that support every role in the organization, considerably broadening the testing tools landscape.
Join Margo Visitacion of Forrester and learn:
* Don't lose before you get into the game
* Why load testing can make the difference
* How planning performance testing today can help budget planning tomorrow
* How to develop your test game plan
Similar to Shipping Options Optimization Study (20)
The document discusses recommendations from a UX camp for improving collaboration between UX, development, and product management teams. It recommends conducting regular retrospective surveys to gather anonymous feedback on what is working well, pain points, and areas for improvement. It also suggests that teams collaborate earlier on requirements and user stories before creating mockups to avoid duplicate work and ensure mockups are informed by all parties. Additionally, it emphasizes the need to incorporate actual users and subject matter experts into the entire software development process through user research and testing, in order to create the best experience for users. Finally, it promotes adopting a Lean UX approach involving cross-functional collaboration, rapid experimentation and testing with users, and regular delivery of working software to maximize learning
A robust user test where in we screen down to 100 Remote Users - who are screened into 50 Non DSG Users, and 50 DSG Users - who are then sent through the following subtests:
- 50 Qualtrics All Tasks
- 25 Qualtrics New Features
- 25 Optimal Open Card Sort All Tasks
- 25 Optimal Tree Test Current Nav
- 50 Qualtrics Sentiments Test (
A diagram of this screening and process can be seen at https://docs.google.com/drawings/d/11P1bbI43_giOQvmkrC-koP1rm1brorqgx18Bt795y0U/edit?usp=sharing.
The document outlines the various steps involved in a customer's online shopping journey from selecting products to checkout. It involves inventory checks, applying promotions, options for payment and delivery methods, updating order and inventory systems, and integrating with third party services. Customer service representatives may also provide assistance to shoppers who have questions. The process aims to create a seamless omnichannel experience for customers.
This document discusses optimizing the workflow for user experience work at a company. It proposes separating optimization work from project work and streamlining the process for optimizations by holding ideation meetings, creating wireframes for phones, tablets and desktops, and then having those wireframes reviewed by product management, user interface designers, and front end developers. This new process is aimed at reducing wasted time for the UX team compared to previous methods which included specific UX research, reviewing past research, and multiple rounds of iterative wireframing.
This document outlines the current workflow for an intake UX issue tracking process that ends in optimization testing. It involves various types of UX work including project types, stakeholder presentations, issue tracking, email, meetings, specifications, research, wireframes, and prototypes. The workflow includes digesting user data, ideation meetings with optimization teams, iterative wireframing, development tagging, evaluation, and adoption stages before ending in optimization testing. It notes this process can be time consuming for UX teams.
This document summarizes the findings of a usability study conducted for the Dick's Sporting Goods mobile app home screen. 50 users tested the app, providing feedback on cards they would want on the home screen and how they would arrange them. Users generally preferred the Offers, Weekly Ad, and MOVE cards. They also suggested additional cards like order history and product recommendations. Users rated the prototype design highly and felt it matched Dick's brand well, though some pages could be simplified. Minor issues included confusion over account/rewards setup and multiple store location pages.
This document summarizes findings from a usability study of Dick's Sporting Goods online account features. It provides demographics of DSG customers and their online shopping experiences. It also analyzes tasks users wanted to perform and where they searched. Users struggled most with viewing loyalty points and editing their email. New features of highest importance included viewing rewards and previously reviewed products. While most users create accounts, some prefer checking out as guests to avoid emails and remembering passwords.
This webpage interface allows users to log in and search for available rooms now, view their past reservations, and reserve a new room. It displays dynamic tables with paging functionality to list available rooms and past reservations. The interface also provides options to view policies and log out.
Designers from the User Interface (UI) Team designed interactions and redesigns for the Field & Stream website homepage, and collaborated with members of the User Experience (UX) Team to identify/screen potential user testers and define testing tasks.
Optimization as a sequence of reciprocal cause and
effect in which two or more elements intensify and aggravate each other, leading inexorably to a worsening of the situation.
In collaboration with the Product Management Team, the UX Team has been asked to complete a website audit of the Dick’s Sporting Goods desktop website, but through a tablet device experience.
Tim Broadwater created a concept map for their research project on niche tabletop role-playing games (RPGs). The map shows core topics like the niche of tabletop RPGs, differences between European and American game design, and why sales of tabletop games are increasing. It also lists sources that discuss issues around identity, socialization, and creativity in tabletop RPGs or provide perspectives on game design and the gaming industry. The map will help Broadwater define their niche for a tabletop RPG, identify relevant skill sets, and consider time/cost viability when designing a niche tabletop RPG.
This usability study tested key features of the desktop purchase path experience for Dick's Sporting Goods. Issues were found across loading performance, general experiences, promotions, shipping methods, ScoreCard integration, and BOPIS functionality for both guest and registered users. Recommendations included improving address autofill, testing shipping terminology, optimizing content details, prototyping tooltips over modals, and incentivizing guest users to create accounts.
This document summarizes the results of a usability study testing men's footwear taxonomy on DICK's Sporting Goods' eCommerce site. Five shoes were tested to see how easily users could find them. Observations showed users primarily filtered by brand and color. Pain points included confusing mega-menu interactions and too many shoe options after filtering. Recommendations included improving filtering, cross-listing items in multiple categories, and testing page layout changes.
This document provides a UX audit of Dick's Sporting Goods' careers website in preparation for a redesign. It includes a competitor analysis, identification of accessibility issues, analysis of existing user pain points, and a request for additional data. Key findings include opportunities to improve the job search functionality, navigation on mobile, and meeting common design patterns from benchmark sites. The goal is to inform wireframe design and ensure an accessible, easy to use experience for job seekers.
As DICK’s Sporting Goods prepares for the 2016 holiday season, Senior eCommerce Merchandising
Strategy requested user research on naming conventions, content, and L0 / L1 / L2 structure for the “featured” mega-menu item from the UX Team.
The West Virginia & Regional History Center (WVRHC) requires a wordmark and image/logo to use in digital and print marketing materials, as well as a watermark for images in digital collection. Specifically, the wordmark/image/logo needs to work in black and white, in color, as a website header, logotype, letterhead, and as a watermark.
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Table of Contents
Executive Summary........................................................................
Customer Experience.....................................................................
CX & UX Competitive Research....................................................
User Test Results............................................................................
Study Findings.................................................................................
Recommendations.........................................................................
2
3
6
11
18
19
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Tim Broadwater
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Executive Summary
The Omnichannel Team has requested that the UX Team complete usability testing for shipping methods during checkout for
the current production website. 1-day and 2-day shipping methods account for 7% of overall fulfillment methods by DSG online
customers. Of the 3% of 1-day shipping orders, approximately 12% of customers call in to the customer service center and
want to know status of the shipment / delivery. 1-day shipping is the biggest pain point for WIZMO (where is my order) calls
and therefore should be a focal point for this research.
Research Methodology
Competitive research was conducted by both the CX and UX Teams, and UserTesting.com was used to develop and
administer remote usability tests for the Omnichannel Team’s analysis. Tests focused on shipping verbiage, terminology,
iconography, and user expectations/understanding of business days and timing.
Research Objectives
• Evaluate user understanding and expectation for different shipping options.
• Determine expected user information and interaction for additional shipping information.
• Test functionality, iconography, and verbiage against user expectations.
• Understand user preference to view more information around shipping methods.
• Assess user understanding as to the meaning of business day.
• Estimate user expectations for cut-off times for business/next-day shipping.
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Customer Experience OSAT Data
The following are Contact Rates and OSAT by fulfillment:
FULFILLMENT
METHOD
ORDERS
SURVEY SEND
RATE
SURVEY
RESPONSE RATE
OSAT TOP BOX
TIMELINESS
TOP BOX
TIMING INFO
TOP BOX
2 DAY 165,279 34% 4.1% 69.3% 69.8% 69.5%
GROUND 4,863,840 30% 6.7% 73.1% 71.4% 72.9%
LTL 21,132 26% 9.4% 43.4% 41.1% 43.4%
NEXT DAY 102,755 39% 3.8% 60.4% 59.9% 58.9%
5,208,748 30% 6.6% 72.6% 71.0% 72.5%
LTL Fulfillment
In terms of LTL, (Less-Than-Truckload) fulfillment:
• Overall, the volumes of LTL shipments are low and therefore, the number of impacting contacts is not a huge percentage to total.
• Apart from the Wizmo rates for one-day shipments, LTL scores are the lowest across every other metric.
OSAT data provided by SMG. Due to a data configuration
issue on SMG’s end, there is some partial survey response
data included in the dataset. This is being addressed with
SMG and will be updated shortly
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Customer Experience Time-Of-Day Fulfillment
The following are shipping rates by time-of-order:
One & Two Day Shipping Options Same-Day Shipping Options (by Channel)
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Customer Experience Verbatims
The following partial customer verbatims are just some from the last year, concern one-day and two-day shipping, and were provided by the CX Team:
“I ordered 2 shirts as gifts and selected 2 day delivery... after receiving shipping
confirmation and tracking the items I realized that something that I ordered on
Monday would not arrive till Thursday even with 2 day shipping. If the intent is to
say it takes 1-2 days to process the order then it should read “Please allow 1-2
business days for order processing” as an indicator that it really isn’t available for
1-2 business day shipping.”
“I ordered a product online that was in stock and... I read the terms below and it
stated that if i placed the order before 12pm the order would ship out that day. I
placed the order early in the morning way before that time so i assumed that my
item would be arriving today. I specifically ordered this product early Monday
morning, paid the extra cost for one day shipping because I needed it to arrive by
Wednesday for a birthday present!“
“I placed an order and paid for 2 day shipping and got half my order. Apparently when
you pay for 2 day shipping it’’s actually 5 day. I could have ordered through Amazon
and got free 2 day shipping and got my daughter’’s birthday gift on time. I feel if you
ask your customer to pay for 2 day shipping it should be 2 day.”
“I ordered a shirt for my son on Tuesday, 11/3/15 at 11:16am and paid $13.99 for
2 day shipping so he could wear it to the Florida Gator football game this Saturday.
As of right now, Thursday 11/5/15 at 2:08pm the shirt has yet to be shipped. I
canceled the order and will never shop at Dicks again.”
“Irritated that I paid for 2 day shipping and the promised delivery is 4 days from
now. Looking for putter grip in San Antonio.”
“Ordered a bushell gps golf watch on line, 5 days ago. No conformation e-mail, also
the add offered free 2 day shipping no product received yet. No way to track this
product after order from web site. This seems to be the only way to contact anyone!
Don’’t believe that I’’ll get a response on this.”
“Paid extra for 2 day shipping and it did not come. Called the customer service
number to see where it is and it has yet to ship. Was in a time crunch for this item for
my daughter and dicks online has failed me thanks a lot.”
“When you pay for one day shipping they should tell you that they take 2 days to
process the order, and that you are wasting your money.”
“We needed a pair of cleats for a weekend tournament. We placed the order online
the evening of 6/8, expecting that they would ship by EOD 6/9 overnight, delivering
Friday 6/10. I paid extra to receive them within 36-48 hours of order, and no where on
the order did it indicate that it would take 1 business day to process rush orders.”
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CX & UX Competitive Research ‘White Glove’ Terminology
The following competitive research was conducted by both the CX and UX Teams and focuses on delivery methods,
iconography, ‘white glove’ terminology , contact methods, scheduling, shipping terminology, and timing.
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CX & UX Competitive Research Appointment / Contact / Scheduling
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CX & UX Competitive Research Shipping Terminology
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CX & UX Competitive Research Iconography / Shipping Information
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CX & UX Competitive Research Iconography / Shipping Terminology
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User Test Results
Have you ever shopped at DICK’s Sporting Goods
before today?
Default Report
Expedited Shipping Survey
October 6th 2016, 8:44 am MDT
Q1 - Have you ever shopped at DICK's Sporting Goods before today?
Answer % Count
No, I have not. 0.00% 0
Yes, I've shopped in one of the stores. 78.00% 39
Yes, I've shopped on the website. 18.00% 9
Yes, I've shopped both in the store and on the website. 4.00% 2
Total 100% 50
What level of ‘online shopper’ would you call yourself?
Q2 - What level of ‘online shopper’ would you call yourself?
Answer % Count
I rarely shop online 0.00% 0
Answer % Count
No, I have not. 0.00% 0
Yes, I've shopped in one of the stores. 78.00% 39
Yes, I've shopped on the website. 18.00% 9
Yes, I've shopped both in the store and on the website. 4.00% 2
Total 100% 50
Q2 - What level of ‘online shopper’ would you call yourself?
Answer % Count
I rarely shop online 0.00% 0
I shop online now and then 22.00% 11
I shop online a lot 42.00% 21
I prefer to shop online whenever I can 36.00% 18
Total 100% 50
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User Test Results
If you ordered something online, and you wanted your
order in one business day, what would you expect the
shipping to be called?
Q3 - If you ordered something online, and you wanted your order in one business day,
what would you expect the shipping to be called?
Answer % Count
Priority Shipping 4.00% 2
1 Day Shipping 14.00% 7
Rush Shipping 4.00% 2
1 Business Day Shipping 20.00% 10
Overnight Shipping 6.00% 3
Answer % Count
Priority Shipping 4.00% 2
1 Day Shipping 14.00% 7
Rush Shipping 4.00% 2
1 Business Day Shipping 20.00% 10
Overnight Shipping 6.00% 3
Next-Day Shipping 48.00% 24
1 Day, 1 Business Day 2.00% 1
Accelerated Shipping 0.00% 0
Expedited Shipping 2.00% 1
Total 100% 50
*
The current ‘1 Day, 1 Business Day’ term meets 2% of user expectations, whereas
‘Next-Day Shipping’ term meets 48% of users expectations for the shipping method.
OSAT is at 60%, so this disconnect between naming versus overall satisfaction
represents a difference of 58% that could be reduced to 12%.
*
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User Test Results
If you ordered something online, and you wanted your
order in two business days, what would you expect the
shipping to be called?
Q4 - If you ordered something online, and you wanted your order in two business days,
what would you expect the shipping to be called?
Answer % Count
Accelerated Shipping 0.00% 0
2 Business Day Shipping 42.00% 21
Expedited Shipping 4.00% 2
2 Day Shipping 40.00% 20
Express Shipping 4.00% 2
2 Day, 2 Business Day Shipping 2.00% 1
Answer % Count
Accelerated Shipping 0.00% 0
2 Business Day Shipping 42.00% 21
Expedited Shipping 4.00% 2
2 Day Shipping 40.00% 20
Express Shipping 4.00% 2
2 Day, 2 Business Day Shipping 2.00% 1
Priority Shipping 8.00% 4
Rush Shipping 0.00% 0
Total 100% 50
*
The current ‘2 Day, 2 Business Day’ term meets 2% of user expectations,
whereas the ‘2-Day Shipping / 2 Business Day Shipping’ term meets a
combined 82% of users expectations for the shipping method. OSAT is
at 69%, so this disconnect between naming versus overall satisfaction
represents a difference of 67% that could be reduced to at least 29%.
*
*
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User Test Results
If you ordered something online, and you wanted your
order in three to six business days, what would you
expect the shipping to be called?
Q5 - If you ordered something online, and you wanted your order in three to six business
days, what would you expect the shipping to be called?
Answer % Count
Standard Shipping 26.00% 13
3-6 Business Days Shipping 16.00% 8
No-Rush Shipping 0.00% 0
3-6 Days Shipping 6.00% 3
Economy Shipping 0.00% 0
Normal Shipping 0.00% 0
Standard, 3-6 Business Days Shipping 52.00% 26
Total 100% 50
Answer % Count
Standard Shipping 26.00% 13
3-6 Business Days Shipping 16.00% 8
No-Rush Shipping 0.00% 0
3-6 Days Shipping 6.00% 3
Economy Shipping 0.00% 0
Normal Shipping 0.00% 0
Standard, 3-6 Business Days Shipping 52.00% 26
Total 100% 50
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User Test Results
When ordering something
online, which link would
you click on for shipping
information?
Q6 - When ordering something online, which link would you click on for shipping
information?
Answer % Count
Details 58.00% 29
Information 26.00% 13
Learn More 12.00% 6
Read More 4.00% 2
Total 100% 50
When ordering something
online, which icon would
you click on to see more
information?
Q7 - When ordering something online, which icon would you click on to see more
information?
Answer % Count
a 2.00% 1
b 6.00% 3
Answer % Count
Details 58.00% 29
Information 26.00% 13
Learn More 12.00% 6
Read More 4.00% 2
Total 100% 50
Q7 - When ordering something online, which icon would you click on to see more
information?
Answer % Count
a 2.00% 1
b 6.00% 3
c 4.00% 2
d 0.00% 0
e 2.00% 1
f 86.00% 43
Total 100% 50
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User Test Results
Which of the following are not business days?
(select all that apply)
Q9 - Which of the following are not business days? (select all that apply)
Answer % Count
Monday 0.00% 0
Tuesday 0.00% 0
Wednesday 0.00% 0
Thursday 0.00% 0
Friday 0.00% 0
Saturday 90.00% 45
Sunday 96.00% 48
Answer % Count
Monday 0.00% 0
Tuesday 0.00% 0
Wednesday 0.00% 0
Thursday 0.00% 0
Friday 0.00% 0
Saturday 90.00% 45
Sunday 96.00% 48
Holidays 94.00% 47
Weekends 90.00% 45
Total 100% 50
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User Test Results
What do you expect is an appropriate cut-off time for
next-day shipping?
Q10 - What do you expect is an appropriate cut-off time for next-day shipping?
Answer % Count
12:00 P.M. Cut-Off Time 12.00% 6
3:00 P.M. Cut-Off Time 58.00% 29
6:00 P.M. Cut-Off Time 20.00% 10
9:00 P.M. Cut-Off Time 10.00% 5
Total 100% 50
You are about to checkout and you want to confirm
your shipping details. What would you expect to
happen if you clicked on the grey icons next to your
shipping options?
Q8 - You are about to checkout and you want to confirm your shipping details. What
would you expect to happen if you clicked on the grey icons next to your shipping
options?
Answer % Count
Answer % Count
12:00 P.M. Cut-Off Time 12.00% 6
3:00 P.M. Cut-Off Time 58.00% 29
6:00 P.M. Cut-Off Time 20.00% 10
9:00 P.M. Cut-Off Time 10.00% 5
Total 100% 50
Q8 - You are about to checkout and you want to confirm your shipping details. What
would you expect to happen if you clicked on the grey icons next to your shipping
options?
Answer % Count
A small informational modal would open up and tell you what your shipping options mean. 78.00% 39
A pop-up window would open a list of all shipping information in one window. 14.00% 7
A new web browser tab would open with a webpage of all of the shipping information, FAQs, and
terminology in one page.
4.00% 2
Nothing would happen. 4.00% 2
Total 100% 50
*
88% of users’ understanding of cut-off
time fails user expectation with DSG
Omnichannel’s cut-off time.
*
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Study Findings
Shipping Verbiage Findings
Users prefer numbers, business days, and familiar terminology as opposed to redundant or confusing terminology:
• Next 1 Business Day Shipping (Price)
• 2 Business Day Shipping (Price)
• Standard 3-6 Business Day Shipping (FREE)
Shipping Iconography & Interaction Findings
Users understand the terminology ‘Details’, or ‘Information’ secondarily as access more shipping information. Users expect
the existing icon – with more contrast, pointer, and hover effects – and when clicking on this underlined link, that a ‘small
informational modal would open up and tell you what your shipping options mean’:
• Details The UI Team should be consulted on styling, but both link and icon should be the same color.
Business Days & Times Findings
90% of users’ understanding of ‘business day’ is that it is Monday through Friday, omits Saturday and Sunday, and excludes
holidays. However, 4% to 10% of users feel that ‘business day’ encompasses holidays and weekends. User expectations
towards order cut-off times for next-day shipping are the following:
• 58% of users expect that 3:00 P.M. is an appropriate order cut-off time for next-day shipping.
• 20% of users expect that 6:00 P.M. is an appropriate order cut-off time for next-day shipping.
• 12% of users expect that 12:00 P.M. is an appropriate order cut-off time for next-day shipping
(whch is DSG Omnichannel’s actual cut-off time).
• 10% of users expect that 9:00 P.M. is an appropriate order cut-off time for next-day shipping.
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Recommendations
Add ‘White Glove’ Text
Evaluate and Incorporate ‘White Glove’ text for the following:
• Big Item delivery Information
• Presence of customer on delivery
• Medium for notification of delivery
• Information about delivery (e.g. deliveries are made to mailbox
primarily, doorstep secondarily, or first dry area outside)
Change Shipping Terminology
• Standard 3-6 Business Day Shipping (FREE) Details
• 2 Business Day Shipping (Price) Details
• Next 1 Business Day Shipping (Price) Details
Change Help Desk Link
1. Add ‘Details’ before icon and increase contrast to both
2. Add pointer and hover effects to link and icon
Add Informational Modal
1. On-click a small informational modal/tool-tip opens in-page speaking
to timeframe, business day meaning, and cut-off dates/time:
“Your full delivery timeframe includes both processing time and the
time your item is in transit. Business days are Monday to Friday and
do not include federal holidays within the United States. NOTE: Orders
placed after noon ET will ship the following business day.”
1
2
3
1
4
What Does This Mean? X
Your full delivery timeframe
includes both processing time and
the time your item is in transit.
Business days are Monday to Friday
and do not include federal holidays
within the United States. NOTE:
Orders placed after noon ET will
ship the following business day.
3
4
2