The document discusses Zappos' business model and user experience. It summarizes Zappos' strategy of focusing on customer service, usability, and branding to enhance the online shopping experience. Key aspects include free shipping and returns, 24/7 customer support, easy navigation and search tools on the website. Competitors include other online shoe and clothing retailers, while opportunities exist in personalization, customization and augmented reality features.

1. Lior Agassi
Valeria Deserto
Anurag Jaiswal
Einar Jóhannesson
Shirley Kleinman
Roberta Narikawa
Carlo Stimamiglio
Ruchita Vora
THE USER EXPERIENCE

2. THE IDEA
Has anybody
bought shoes
or apparel
online?

3. THE IDEA
Who would be willing to buy shoes
without trying them on?
Zappos Solution
Free Shipping both ways
365 day return policy
24/7 “best in the industry” customer
service

4. THE BUSINESS
MODEL
Goods Sold
Inventory
Costs
Shipping
Returns
Marketing
“Happiness & Delight”
Revenues
Sales of Shoes,
Fast, Strategy
Easy, Friendly
Apparel, House wares
Experience for Users
Apparel & Footwear
Any Gender, Young &
Customers Collaborators
Brands, Delivery
Tech Savvy
Companies

5. PURCHASE PROCESS
User Purchase Process
Search on Search on Receipt of
Purchase Feedback
Google Zappos.com goods
SEO/SE Categorization Secure Return Policy Excellent
M Customer
Appealing Website Payment Free Shipping Support
Zappos’ focus to enhance this experience

6. USER
EXPERIENCE
Branding Usability
Functionality Content

7. BRANDING
Aesthetics and desired projection of the organizational image and message
Brand visibility Delivery of the brand-promise
Visual impact of the site

8. USABILITY
Processes, applications and interactivity
Live Help
Categorization
Personalization

9. USABILITY

10. USABILITY
Thematic Shopping

11. FUNCTIONALITY
Ease of use, navigation and accessibility
Search with predictive text
Custom Search

12. CONTENT
Content of the site (text, multimedia, images) and information architechture
Link density

13. CONTENT
Predictive
User reviews Suggestions
Price
Availability
Product
Attributes

14. CONTENT
Multimedia and Graphics

15. CONTENT
Crowdsourced Tags
Customer Reviews

16. BEST
•
PRACTICES
Great SEO/SEM strategy which boosts visibility
• Great use of digital marketing tools , great user engagement!
– Zappo’s channel in YouTube Zappo’s for Android and iOS devices

17. BEST PRACTICES
BEST
Presence in social
PRACTICES
media

18. BEST
Facebook app
PRACTICES
Blogs and communities

19. BEST
PRACTICES
• GREAT CUSTOMER SERVICE!
 24/7 active call-center
 Great kindness (5 hours,57 secs the
 longest call)
 Support to customers in website navigation
 Suggestion of competitors when a product is
out of stock
• RELIABILITY/TRUST
 Great brand awareness
 Great refferrals!
 Clear policy
 Fast delivery: 365 overnight free shipping
 Free returns

21. BEST
PRACTICES
• GREAT CUSTOMER SERVICE!
 24/7 active call-center
 Great kindness (5 hours,57 secs the
 longest call)
 Support to customers in website navigation
 Suggestion of competitors when a product is
out of stock
• RELIABILITY/TRUST
 Great brand awareness
 Great refferrals!
 Clear policy
 Fast delivery: 365 overnight free shipping
 Free returns

22. BEST
PRACTICES
• HUMANIZATION OF ONLINE SHOPPING
EXPERIENCE
– Customers know people behind the website
• product descriptions
• ads
• employees section on the website with
pictures.
– Free returns no questions for one year
overcome the try, feel touch barrier
– Opportunity for the customer to make a
tour in the company
– Gifts (flowers example)
• GREAT COMPANY CULTURE
– Family
– Values
– Work and fun
http://www.youtube.com/watch?v=IjUoexLNTvc

24. COMPETITORS
OTHER
ONLINE SHOE
SELLERS
OTHER ONLINE FASHION
CLOTHES/ ACCESS. ONLINE
SELLERS RETAILERS
ONLINE SALE
E-COMMERCE OF ZAPPOS’
WEBSITES BRANDS

25. COMPETITORS
unique visitors

26. COMPETITORS
COMPETITORS

27. COMPETITORS
COMPETITORS

28. COMPETITORS
• Appealing websites
• Collaborations (virtual dresses)
• Fashion content to engage fashion
conscious people

29. COMPETITORS
• Made to order
• Customized products
• Augmented reality

30. PAIN POINTS
Low Personalization, No Dynamism
Website too cluttered
Have to wait to try on

31. SOLUTIONS
VRM, User experience
ZN application
Walk through – 3D
Augmented Reality Feature – “Dress Me” app

32. THANK YOU FOR
CALLING
ZAPPOS
CUSTOMER
SERVICE….
HOW HAS BEEN
YOUR
EXPERIENCE?