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The Usability Blog
A Practical Guide to User Experience Insights

E-Commerce

pine

A 30 Second Analysis of PineSol.com – The Cluttered Homepage

One short visit to Pine-Sol’s homepage will leave you with a bigger headache than inhaling the cleaning solution. Several words come to mind, including overwhelming, confusing, and even garish. The site seems to embrace the idea that if one eye-catching advertisement is good, wouldn’t an entire page of them be even better? Thus, everything on… read more

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Customer Journey Nightmare: Best Buy

Forrester has just come out with another of its exhaustive guides to personas, scenarios, and the customer journey. While I consider Forrester’s approach to personas to be dated and simplistic, they invariably exhibit a keen sense of market need. My recent experience at Best Buy affirms the need for multi-channel retailers to pay far more… read more

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OnCue®: Small Tag, Huge Business Impact

One of our customers is a pure-play e-commerce business. They wanted to quantify interest in a radical new service option. To gain competitive advantage, they needed answers quickly — much faster than it would take if they gathered responses through their continuously running intercept survey, which invites 1 in every 100 visitors. To install code… read more

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What Do You Measure?

Three key questions: What do you measure? Why do you measure it?  How do you measure it? Look at these numbers. They come from six e-commerce sites.  They represent metrics collected from the sites’ most important visitor segment – those who arrive intending to buy. 83% of potential purchasers who report a positive change in… read more

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Harvard’s KISS up

Earlier this month, the Harvard Business Review published an article by two managing directors from the Executive Board: To Keep Your Customers, Keep it Simple.  The title serves as both advice and warning to today’s marketers. The research is deep and detailed, and the recommendations stand in contrast to marketing practices that call for ever… read more

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