Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.

Buyer Experience Benchmarking of 5 eCommerce Sites

85 vues

Publié le

I benchmarked the buyer experience of sites: Ocado, Redmart, Tmall, Honestbee and Instacart across numerous elements

Publié dans : Internet
  • Soyez le premier à commenter

  • Soyez le premier à aimer ceci

Buyer Experience Benchmarking of 5 eCommerce Sites

  1. 1. Buyer Experience Benchmarking of 5 Top eCommerce Sites Dec 2018 Ken Leaver
  2. 2. Intro Who am I? I am an eCommerce Product Manager who has worked for Lazada (SVP Product for Ops, Marketplace, Finance) and Wayfair (Director of Product for Supplier Ops). I’d never really focused on the buyer side, and so wanted to spend some time researching it a bit. And figured i’d create this document in the process. Purpose of this doc: To do a benchmarking of Buyer Experience Best Practices among grocery and non-grocery players Who was benchmarked? ● Grocery players ○ 1. Redmart ○ 2. Ocado ○ 3. Instacart ○ 4. Honestbee ● Non-Grocery players, but ‘Best Practice” ○ 5. Tmall
  3. 3. What did I benchmark? Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox Returns
  4. 4. Evaluation of Homepage Clearly visible categories / Departments Easy to see the categories and departments in the online store. Good design. Key advantages of site Displays the key advantages of the site and answers the question “why shop here?” (eg. low prices, good delivery, etc.) Best sellers / trending products Displays popular, best selling items in a clear and attractive way Unique categories / brands Displays popular brands and unique categories that appeal to the consumer Content features / Stickiness Has interesting content for readers, eg. recipes, articles by Key Opinion Leaders, etc. Coupons / 1st purchase trigger Offers a prominent coupon on the homepage for 1st time purchasers Favorites Shows the customers’ favorite items, or items that the customer has viewed before
  5. 5. 1. Redmart 2 searches.. Not clear why Coupons, including for new customers Key advantages.. Good for new customers Main categories w/ high quality foods imaged, setting quality perceptions Clearly visible categories / depts Key advantages of site/shop Best sellers / Trending Products 2/2 2/2 1/1 Unique categories/brands Content features / stickiness Coupons / 1st purchase trigger 1/1 1/1 2/2 Favorites 0/1 Evaluation
  6. 6. 1. Redmart bestsellers imports recipe Reserve delivery slot Price match Total # of products for sale = 60k+
  7. 7. 2. Ocado Smart banners Coupon for 1st purchase How it works x x x x 1/1 1/1 2/2 0/1 Clearly visible categories / depts Key advantages of site/shop Best sellers / Trending Products 1/2 2/2 1/1 Unique categories/brands Content features / stickiness Coupons / 1st purchase trigger 1/1 1/1 2/2 Favorites 1/1 Evaluation
  8. 8. 2. Ocado Live chat Low price promise Min order = 40gbp Start w/ delivery slot
  9. 9. 3. Instacart trending Clearly visible categories / depts Key advantages of site/shop Best sellers / Trending Products 1/2 2/2 1/1 Unique categories/brands Content features / stickiness Coupons / 1st purchase trigger 0/1 0/1 1/2 Favorites 1/1 Evaluation
  10. 10. 4. Honestbee Clearly visible categories / depts Key advantages of site/shop Best sellers / Trending Products 2/2 1/2 1/1 Unique categories/brands Content features / stickiness Coupons / 1st purchase trigger 1/1 0/1 0/2 Favorites 0/1 Evaluation
  11. 11. 5. Tmall Clearly visible categories / depts Key advantages of site/shop Best sellers / Trending Products 2/2 1/2 1/1 Unique categories/brands Content features / stickiness Coupons / 1st purchase trigger 1/1 1/1 2/2 Favorites 1/1 Evaluation
  12. 12. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox Returns
  13. 13. Evaluation of Category Page Clear filters Sufficient number of filters per category and ‘correct ones’ with good UX. Interesting offers in banner Banners are professional, well-designed. Deals on products Special deals visible on products in category page in design-friendly way Good layout of products Products are clearly visible, page does not look too busy, etc. Clear, high quality photos Consistent, quality photos (eg. which background) Ability to buy more than 1 without clicking User is able to add the # of items of a SKU he is adding to cart without going to PDP
  14. 14. Evaluation 1. Redmart Deal type Promotions using star chefs Clear filters Interesting offers in banner Deals on products 2/2 1/1 2/2 Good layout of products Clear, high quality photos Ability to buy more than 1 without clicking 2/2 2/2 0/1
  15. 15. 2. Ocado Static banner Evaluation Clear filters Interesting offers in banner Deals on products 2/2 1/1 1/2 Good layout of products Clear, high quality photos Ability to buy more than 1 without clicking 2/2 1/2 0/1
  16. 16. 3. Instacart Evaluation Clear filters Interesting offers in banner Deals on products 1/2 1/1 0/2 Good layout of products Clear, high quality photos Ability to buy more than 1 without clicking 1/2 1/2 0/1
  17. 17. 4. Honestbee Evaluation Clear filters Interesting offers in banner Deals on products 2/2 0/1 2/2 Good layout of products Clear, high quality photos Ability to buy more than 1 without clicking 2/2 2/2 0/1
  18. 18. 5. Tmall Evaluation Clear filters Interesting offers in banner Deals on products 2/2 1/1 2/2 Good layout of products Clear, high quality photos Ability to buy more than 1 without clicking 2/2 2/2 0/1
  19. 19. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox Returns
  20. 20. Evaluation of Filters & Navigation Clear tree-based filter Tree-based filter on categories done in design-friendly way Breadcrumbs Breadcrumb path so that user can return to higher levels of the category tree 2-layer filters Sub-filters that allow user to search within the search results of a previous filter Brands on filters Ability to filter by brand Sale-based filters Ability to filter based on what is on sale Origin Ability to filter by origin of products Sales volume / price Ability to filter based on sales volume and price of products.
  21. 21. Evaluation 1. Redmart Standard navigation Clear tree-based filter Breadcrumbs 2-layer filters 2/2 1/1 2/2 Brands on filters Sale-based filters Origin Sales volume / price 1/1 0/1 0/1 1/2
  22. 22. 1. Redmart Filters at top 2nd layer of filter Sort by
  23. 23. 2. Ocado brands filters Evaluation Clear tree-based filter Breadcrumbs 2-layer filters 2/2 1/1 1/2 1/1 1/1 0/1 1/2 Brands on filters Sale-based filters Origin Sales volume / price
  24. 24. 3. Instacart Evaluation Clear tree-based filter Breadcrumbs 2-layer filters 1/2 1/1 0/2 1/1 1/1 0/1 0/2 Brands on filters Sale-based filters Origin Sales volume / price
  25. 25. 4. Honestbee Evaluation Clear tree-based filter Breadcrumbs 2-layer filters 1/2 1/1 1/2 1/1 1/1 0/1 0/2 Brands on filters Sale-based filters Origin Sales volume / price
  26. 26. 5. Tmall Member offerings Evaluation Clear tree-based filter Breadcrumbs 2-layer filters 2/2 1/1 2/2 1/1 1/1 1/1 2/2 Brands on filters Sale-based filters Origin Sales volume / price
  27. 27. Agenda Homepage Category Page Filters & Navigation PDP (Product Detail Page) Checkout Payments Search Reviews Marketing My Account Inbox Returns
  28. 28. Evaluation of PDP Description Product description laid out clearly in text. Attributes Sufficient number of standardized attributes that depend on product category Other products by seller Ability to view relevant other products by the seller on the PDP Other similar items Ability to view other items (not from that seller) that are relevant to the product you are viewing Photos High quality photos, the more the better. Videos Relevant videos that help consumer make a purchase decision Reviews Customer reviews of the product that are of high quality Nutritional info Ability to view standardized nutritional info on food items that depend on the product category
  29. 29. 1. Redmart Very little text Same brand Similar items Evaluation Description Attributes Other products by seller 1/1 0/1 1/1 1/2 0/1 1/1 0/1 Photos Videos Reviews Nutritional infoOther similar items 2/2
  30. 30. 2. Ocado Evaluation Description Attributes Other products by seller 1/1 1/1 0/1 1/2 0/1 1/1 1/1 Photos Videos Reviews Nutritional infoOther similar items 2/2
  31. 31. 3. Instacart Evaluation Description Attributes Other products by seller 0/1 0/1 0/1 1/2 0/1 0/1 0/1 Photos Videos Reviews Nutritional infoOther similar items 2/2
  32. 32. 4. Honestbee No text, attributes at all Evaluation Description Attributes Other products by seller 1/1 0/1 0/1 1/2 0/1 0/1 0/1 Photos Videos Reviews Nutritional infoOther similar items 2/2
  33. 33. 5. Tmall Evaluation Description Attributes Other products by seller 1/1 1/1 1/1 2/2 1/1 1/1 1/1 Photos Videos Reviews Nutritional infoOther similar items 2/2
  34. 34. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing
  35. 35. Evaluation of Checkout Clear to user Checkout pages are laid out in a clear, understandable way Minimum cart for free delivery User can see minimum order size to receive free delivery Other products to add User is proposed products during checkout to add to cart in a smart, non-intrusive way Steps are transparent Clear checkout process to user in which he knows how many steps and which step he is on. Several delivery options User can choose from several delivery options (different dates, time slots, methods) Addressbook User can save addresses and choose the one he wants to use for that delivery (with a saved default)
  36. 36. 1. Redmart How much for free delivery Evaluation Clear to user Minimum cart for free delivery Other products to add 1/2 1/1 2/2 2/2 2/2 1/1 Steps are transparent Several delivery options Address book
  37. 37. 1. Redmart Steps to checkout
  38. 38. 2. Ocado Evaluation Clear to user Minimum cart for free delivery Other products to add 2/2 1/1 2/2 2/2 2/2 1/1 Steps are transparent Several delivery options Address book
  39. 39. 2. Ocado
  40. 40. 3. Instacart Evaluation Clear to user Minimum cart for free delivery Other products to add 1/2 0/1 0/2 1/2 2/2 1/1 Steps are transparent Several delivery options Address book
  41. 41. 4. Honestbee Evaluation Clear to user Minimum cart for free delivery Other products to add 2/2 1/1 2/2 2/2 2/2 1/1 Steps are transparent Several delivery options Address book
  42. 42. 4. Honestbee
  43. 43. 5. Tmall Evaluation Clear to user Minimum cart for free delivery Other products to add 2/2 1/1 2/2 2/2 2/2 1/1 Steps are transparent Several delivery options Address book
  44. 44. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox Returns
  45. 45. Evaluation of Payments Clear choice of payment methods User can choose between various payment methods and has the default one proposed Ability to add/edit payment methods User can add or edit payment methods that he had added earlier Save payment method User can save a new payment method Add insurance / other services User can add insurance or other value-added services that are relevant to the product he is purchasing
  46. 46. 1. Redmart Can pay upon delivery Evaluation Clear choice of payment methods Ability to add/edit payment methods 4/4 1/2 1/3 0/1 Save payment method Add insurance / other services
  47. 47. 2. Ocado Standard navigation Evaluation Clear choice of payment methods Ability to add/edit payment methods 4/4 0/2 0/3 0/1 Save payment method Add insurance / other services
  48. 48. 3. Instacart Evaluation Clear choice of payment methods Ability to add/edit payment methods 4/4 2/2 2/3 0/1 Save payment method Add insurance / other services
  49. 49. 4. Honestbee Evaluation Clear choice of payment methods Ability to add/edit payment methods 4/4 1/2 1/3 0/1 Save payment method Add insurance / other services
  50. 50. 5. Tmall Standard navigation Evaluation Clear choice of payment methods Ability to add/edit payment methods 4/4 1/2 0/3 0/1 Save payment method Add insurance / other services
  51. 51. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox Returns
  52. 52. Evaluation of Search Search recommendation quality When user begins typing in a search term recommendations are populated that he can choose from # of search results by keyword displayed The # of search results for each keyword is shown in the search dropdown box as the user enters search terms Quality of search results (new products shown, etc.) The search results take into account an even mix of sales, reviews, keywords found in text, newness of product, etc. Search multiple products Ability to search for multiple products in a single search Sub-search recommendations After search term is entered by user, other similar search words are displayed under the search box as recommendations.
  53. 53. 1. Redmart New products get boosting By category Specific products proposed Evaluation Search recommendations quality # of search results by keyword displayed Quality of search results (eg. new products found, etc.) 3/4 0/1 2/3 0/1 0/1 Search multiple products Sub-search recommendations
  54. 54. 2. Ocado Evaluation Search recommendations quality # of search results by keyword displayed Quality of search results (eg. new products found, etc.) 2/4 0/1 2/3 1/1 0/1 Search multiple products Sub-search recommendations
  55. 55. 3. Instacart Evaluation Search recommendations quality # of search results by keyword displayed Quality of search results (eg. new products found, etc.) 2/4 0/1 1/3 0/1 0/1 Search multiple products Sub-search recommendations
  56. 56. 4. Honestbee When result not found in that category it recommends a different category Evaluation Search recommendations quality # of search results by keyword displayed Quality of search results (eg. new products found, etc.) 3/4 0/1 2/3 0/1 0/1 Search multiple products Sub-search recommendations
  57. 57. 5. Tmall Evaluation Search recommendations quality # of search results by keyword displayed Quality of search results (eg. new products found, etc.) 4/4 1/1 3/3 0/1 1/1 Search multiple products Sub-search recommendations # of search results by keyword displayed Sub-search recommendations
  58. 58. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox Returns
  59. 59. Evaluation of Reviews Quality written reviews Users write thoughtful reviews that seem honest and userful to buyers Voting of reviews Users can upvote and downvote a review based on usefulness Credibility of reviewers Possible to see the credibility of the viewer by things like how many upvotes he got, how many reviews he has written, etc. Comments on reviews Possible for users to comment on reviews and interact Recommends the product A clear designation by the user that he indeed recommends or does not recommend the product that he is writing about Photo / video reviews The ability to put photos and videos of the actual product purchased into the review Classification of reviews Ability to tag or classify a review under certain subjects/tags to make them easier for other buyers to find
  60. 60. 1. Redmart Info about reviewer Everyone either recommends or doesnt Possible to comment on the review Voting on the review Evaluation Quality written reviews Voting of reviews Credibility of reviewers 2/2 2/2 2/2 1/1 0/1 0/1 Recommends the product Photo / Video reviews Classification of reviews Comments on reviews 1/1
  61. 61. 2. Ocado Very few votes Evaluation Quality written reviews Voting of reviews Credibility of reviewers 2/2 2/2 1/2 0/1 0/1 0/1 Recommends the product Photo / Video reviews Classification of reviews Comments on reviews 0/1
  62. 62. 3. Instacart & 4. Honestbee NO Reviews
  63. 63. 5. Tmall Classification of review Evaluation Quality written reviews Voting of reviews Credibility of reviewers 2/2 2/2 2/2 1/1 1/1 1/1 Recommends the product Photo / Video reviews Classification of reviews Comments on reviews 1/1
  64. 64. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing Shop in Shop Thematic Pages Discounts Recommendations / Ads Loyalty
  65. 65. Evaluation of Shop in Shop Quality of all sellers page This is the page where all seller shops can be found and searched. Typically there will be seller ratings and other elements displayed. Shop layout The design and flexibility of seller shops. Can they choose their own templates? etc Filters on shop Ability to filter within a seller’s shop based on criteria like price, brand, category, etc. Advertising by seller Seller can create his own ads & promotions on his shop (eg. coupons, sales merchandising, etc.)
  66. 66. 1. Redmart Each seller at top shows a logo and 2 products All sellers page Evaluation Quality of all sellers page Shop layout 2/2 2/4 2/2 0/2 Filters on shop Advertising by seller
  67. 67. 1. Redmart Some stores have banner at top Basic filters
  68. 68. 2. Ocado Evaluation Quality of all sellers page Shop layout 2/2 3/4 2/2 0/2 Filters on shop Advertising by seller Flexible design templates for large brands Numerous filters
  69. 69. 3. Instacart Evaluation Quality of all sellers page Shop layout 2/2 3/4 1/2 0/2 Filters on shop Advertising by seller Nice, clean layout
  70. 70. 4. Honestbee Evaluation Quality of all sellers page Shop layout 2/2 2/4 2/2 0/2 Filters on shop Advertising by seller Nicely laid out all sellers page
  71. 71. 5. Tmall Evaluation Quality of all sellers page Shop layout 2/2 4/4 2/2 2/2 Filters on shop Advertising by seller Sellers can use designers to design their own shop templates Sellers create their own in-store coupons and ads
  72. 72. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing Shop in Shop Thematic Pages Discounts Recommendations / Ads Loyalty Due to irregularity between shops there is no evaluation as it is difficult to choose standardized criteria
  73. 73. 1. Redmart
  74. 74. 2. Ocado
  75. 75. 2. Ocado
  76. 76. 3. Instacart Loyalty cards
  77. 77. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing Shop in Shop Thematic Pages Discounts Recommendations / Ads Loyalty Due to irregularity between shops there is no evaluation as it is difficult to choose standardized criteria
  78. 78. 1. Redmart Classification of deal type Filters
  79. 79. 2. Ocado Discount for sharing w/ a friend Offers
  80. 80. 3. Instacart Free delivery popup notification Feature to encourage ordering with family and friends to get discounts
  81. 81. 4. Honestbee Promotions section
  82. 82. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing Shop in Shop Thematic Pages Discounts Recommendations / Ads Loyalty
  83. 83. Evaluation of Paid recommendations / Ads Paid recommendations on PDP Ads for other products show up on the product detail page (PDP) Brand ads / banners Non-product specific, brand, ads appear on category pages, homepage, etc. Tailored recommendations Products specifically recommended for the user show up based on his browsing / past purchase behavior. Deals on category pages and PDPs (eg. coupons) Specific promotion deals show up for a product on either the PDP or category pages. (eg. buy 2 get 1 free, 20% off coupon) Promo pages for sellers Entire landing pages for promotions can be generated and promoted by sellers.
  84. 84. 1. Redmart Popup brand ads when choosing a category Evaluation Paid recommendations on PDP Brand ads / banners Tailored recommendations 0/2 2/2 0/2 0/2 0/1 Deals on category pages and PDP Promo pages for sellers
  85. 85. 2. Ocado Side banner Product recommendations on pdp ad Evaluation Paid recommendations on PDP Brand ads / banners Tailored recommendations 2/2 2/2 2/2 2/2 0/2 Deals on category pages and PDP Promo pages for sellers
  86. 86. 3. Instacart Coupon deals on products Evaluation Paid recommendations on PDP Brand ads / banners Tailored recommendations 0/2 0/2 0/2 2/2 0/2 Deals on category pages and PDP Promo pages for sellers
  87. 87. 4. Honestbee Deals on products in banners Evaluation Paid recommendations on PDP Brand ads / banners Tailored recommendations 0/2 2/2 0/2 0/2 0/2 Deals on category pages and PDP Promo pages for sellers
  88. 88. 5. Tmall Large merchandising page designed by the seller for promo event Deals listed Evaluation Paid recommendations on PDP Brand ads / banners Tailored recommendations 2/2 2/2 2/2 2/2 2/2 Deals on category pages and PDP Promo pages for sellers
  89. 89. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing Shop in Shop Thematic Pages Discounts Recommendations / Ads Loyalty
  90. 90. Evaluation of Loyalty Points system Customers get points for purchases, social shares, etc And can use these points for free products, events, discounts, etc Free / discounted delivery When certain loyalty status is achieved customer gets free or discounted delivery Discounts on products Loyalty status provides access to special discounts on specific products or their basket Special access / events Loyalty membership gives them access to special shopping events or special shopping pages on the site Content / Magazine Special content / magazine is provided to loyalty club members to provide more of a lifestyle feel
  91. 91. 1. Redmart Evaluation Points system Free / Discounted delivery Discounts on products 0/2 2/2 2/2 0/1 0/2 Priority on delivery Special access / events 0/1Content / Magazine
  92. 92. 2. Ocado Evaluation Points system Free / Discounted delivery Discounts on products 0/2 2/2 2/2 1/1 2/2 Priority on delivery Special access / events 1/1Content / Magazine
  93. 93. 3. Instacart Evaluation Points system Free / Discounted delivery Discounts on products 0/2 0/2 0/2 0/1 0/2 Priority on delivery Special access / events 0/1Content / Magazine
  94. 94. 4. Honestbee Evaluation Points system Free / Discounted delivery Discounts on products 2/2 2/2 2/2 0/1 1/2 Priority on delivery Special access / events 1/1Content / Magazine
  95. 95. 5. Tmall Evaluation Points system Free / Discounted delivery Discounts on products 2/2 2/2 2/2 0/1 2/2 Priority on delivery Special access / events 1/1Content / Magazine
  96. 96. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox / Contact Us Notifications
  97. 97. Evaluation of My Account Manage addresses Ability to change current address, add multiple addresses, etc. Manage payment methods Ability to change current payment method, add multiple ones, etc. Manage delivery preferences Ability to add time of day, special instructions, etc. Manage gift cards Ability to enter gift card codes, see balance, etc. Past orders Ability to see and take actions on past orders (eg. cancel, return) Returns / Cancellations Actions to return and cancel orders. Visibility on status of existing return/cancellation requests. Queries / Tickets Ability to raise queries either to the platform or to the seller and get responses.
  98. 98. 1. Redmart Very simple interface Evaluation Manage addresses Manage payment methods Manage delivery preferences 1/1 1/1 0/1 0/1 2/2 Manage gift cards Past orders 1/2Returns / Cancellations 0/2Queries / Tickets
  99. 99. 2. Ocado Much more options, but nothing displayed on main setting page Evaluation Manage addresses Manage payment methods Manage delivery preferences 1/1 1/1 1/1 0/1 1/2 Manage gift cards Past orders 1/2Returns / Cancellations 0/2Queries / Tickets
  100. 100. 3. Instacart Evaluation Manage addresses Manage payment methods Manage delivery preferences 1/1 1/1 0/1 0/1 1/2 Manage gift cards Past orders 1/2Returns / Cancellations 0/2Queries / Tickets
  101. 101. 4. Honestbee Evaluation Manage addresses Manage payment methods Manage delivery preferences 1/1 1/1 1/1 1/1 2/2 Manage gift cards Past orders 2/2Returns / Cancellations 0/2Queries / Tickets
  102. 102. 5. Tmall Evaluation Manage addresses Manage payment methods Manage delivery preferences 1/1 1/1 1/1 1/1 2/2 Manage gift cards Past orders 2/2Returns / Cancellations 2/2Queries / Tickets
  103. 103. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox / Contact Us Notifications
  104. 104. Evaluation of Inbox / Contact Us Usability of help interface Clean and easy to find how to find help, either through referencing FAQ links or asking questions to customer support Select problem by category Customer is able to drilldown into a help topic before asking open text FAQ Cleanly laid out frequently asked questions with good search Order problems with seller If a marketplace order the customer can write to the seller directly to solve it
  105. 105. 1. Redmart Evaluation Usability of help interface Select problem by category 3/4 2/2 2/2 0/2 FAQ Order problems with seller
  106. 106. 2. Ocado Evaluation Usability of help interface Select problem by category 2/4 2/2 1/2 0/2 FAQ Order problems with seller
  107. 107. 3. Instacart Evaluation Usability of help interface Select problem by category 2/4 2/2 2/2 0/2 FAQ Order problems with seller
  108. 108. 4. Honestbee Evaluation Usability of help interface Select problem by category 3/4 2/2 2/2 0/2 FAQ Order problems with seller
  109. 109. 5. Tmall Evaluation Usability of help interface Select problem by category 3/4 2/2 2/2 2/2 FAQ Order problems with seller
  110. 110. Agenda Homepage Category Page Filters & Navigation PDP Checkout Payments Search Reviews Marketing My Account Inbox / Contact Us Notifications
  111. 111. Evaluation of Notifications Settings Control of push / email / sms notifications User is able to control whether / how often he receives notifications across various channels On sale notification control User is able to control whether he receives promotional notifications about a specific product he is interested in Order confirmation notification control User can control whether he receives order confirmations Marketing notification control User can choose whether he wants to receive notifications about other types of marketing
  112. 112. 1. Redmart Get notified when something is on sale Evaluation Control of push push/email/sms notifications On sale notification control 0/4 2/2 0/1 0/2 Order confirmation notification control Marketing notification control
  113. 113. 2. Ocado Choose notifications by channel Evaluation Control of push push/email/sms notifications On sale notification control 4/4 0/2 1/1 0/2 Order confirmation notification control Marketing notification control
  114. 114. 3. Instacart Evaluation Control of push push/email/sms notifications On sale notification control 1/4 0/2 1/1 0/2 Order confirmation notification control Marketing notification control
  115. 115. 4. Honestbee Evaluation Control of push push/email/sms notifications On sale notification control 3/4 2/2 0/1 0/2 Order confirmation notification control Marketing notification control

×