The Usability Blog
A Practical Guide to User Experience Insights

The Best Experience … Everywhere

eye snap (1)Provide Your Customers with Consistent Information Everywhere

Usability Sciences has a wide range of methodologies. In-store field studies enhanced with eye-tracking is one approach we can use to assess whether a brand is consistent across digital and ‘brick and mortar’ channels.  What drives customers to the physical location may be an email, targeted ad or a visit to your website or app, but is that email, website, or app giving your customers consistent and relevant information? Additionally, once the customer is at your location, is that experience consistent with the expectations set by that email, website, or app? Are you truly following through on all your customer touchpoints?

Participants in our usability studies tell us they often research at home or on the go using their smartphone or tablet before they go to a place of business to touch, try out and purchase.  Take a look at the clips below then consider how your site or app performs out in the real world.

Key takeaways from the video:

  • “So it looks like I can pin it, add it to my bag or reserve it now.”
  • “So that’s frustrating because it says select a size and there’s nowhere to pick a size.”
  •  “It doesn’t give me an option to buy it at the store if I wanted to.”
  • “This says it’s not available in-store, but it gives me other stores where it is available.”

If you’re interested in learning how we can help your company solve this problem then contact us today.


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