Electronic Commerce Web Site Analysis

2. Electronic Commerce Web Site Analysis

3. Know why you are on the Web???

4. To make money • To disseminate information • To stroke your little ego Reference: Flanders/Willis; Web Usability Specialists; www.webpagesthatsuck.com

5. .com E-Commerce Roadmap While developing an E-Commerce presence, it is important to know where you are now as well as the appropriate destination for your business. Level 5 • End-to-end • Fulfillment • Workflow • Seamless connectivity to back-end system(s) • Minimize/eliminate manual input on transactions. • B2B automated processes Level 4 Integrated • Online orders, payments • Order tracking, queries • Funds transfer Transactional Level 3 • Registration • Forms • E-mail • Secure transaction processing • Online payment authorization • Authentication and validation Level 2 Interactive • Advertising • Marketing • Information • Web site connectivity to database application(s) and email accounts Static Level 1 • No company web site • Can access other sites • Web site • Content development & updates Access • Legend • - Functions at Level • - Requirements to achieve next level No Capability • Internet access through ISP • Email accounts Adapted from:www.mepcenters.nist.gov/public/ecommerce-summit.nsf

6. What do E-Customers Want?

7. Reasons Why People Shop the Web . . . • Easy to place an order - 83% • Large selection of products - 63% • Cheaper prices - 63% • Faster service and delivery - 52% • Detailed and clear product information - 40% • No sales pressure - 39% • Easy payment procedure - 36% • www.useit.com

8. Factors driving repeat visits to a Web site . . . • High quality content - 75% • Ease of use - 66% • Minimal download time - 58% • Updated often - 54% Reference: Forrester Survey; 1999

9. The key is consumer confidence . . . • Fun and easy to navigate sites • Pages that appear professional • Clear and accurate product information and representation • Real time answers through self help features, e-mail, and a toll-free telephone number

10. The key is consumer confidence . . . • Good prices and clear representation of all charges • Payment options • Secure transactions • Easy to use return or exchange policy • Quick processing time and delivery • Shopper privacy

11. Navigation

12. Where am I? • Where have I been? • Where can I go? Don’t make me think!!!

13. Navigational Tools Text, Graphics, Frames • Location • Consistency

15. 3 clicks and you’re out!

19. Professional Pages

21. “People want to do business with people they believe to be professional.” Reference: Flanders/Willis; Web Usability Specialists; www.webpagesthatsuck.com

22. Product Information

23. www.thomasville.com

25. Customer Assistance

26. Contact Us: • E-mail • Telephone number • Fax

28. Ordering Process

30. Payment Options

31. Snail Mail • Telephone • Fax • Intermediary • Online Processing

32. Secure Transactions

35. Shopper Privacy

37. Privacy disclosure . . . • Data gathered • Use of information • Disclosure of information • Protection of information • Use of cookies and tracking • Access to account information • Customer consent • Customer input - Tell us what you think?

38. Technical and Design Considerations

39. Elements to consider . . . • Bandwidth • Browser compatibility • Color palette • Continuity • Frames • Homepage

40. Elements to consider . . . • User Interface • Screen compatibility • Readability • Text only default • Accessibility

41. Bandwidth

42. Download time . . . • 1-2 seconds • < 13 seconds • > 20 GONE!

43. Decrease download time by . . . • designing for 56k modem • keeping page sizes <35k • applying the KISS rule

44. “Remove graphic; increase traffic. It’s that simple.” Reference: Dr. Jakob Nielsen; Web Usability Specialist; www.useit.com

47. Browser Compatibility

48. NETSCAPE EXPLORER

49. NETSCAPE EXPLORER

50. Browser Testing - view your site in as many browsers as possible: • Netscape • Explorer • AOL • Web TV • Lynx