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IA for Shopping & Shopping Carts Adrian Whatley INF 385e Fall 2005 Overview E-Commerce Consumer Purchase Factors Closing the deal with the shopping cart Simplify Support Secure Confirm Conclusion E-Commerce Is Big Business

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ia for shopping shopping carts

IA for Shopping & Shopping Carts

Adrian WhatleyINF 385e

Fall 2005

overview
Overview
  • E-Commerce
  • Consumer Purchase Factors
  • Closing the deal with the shopping cart
    • Simplify
    • Support
    • Secure
    • Confirm
  • Conclusion
e commerce is big business
E-Commerce Is Big Business
  • 50% of US net users and 20% of non-US net users regularly buy online (2002)
  • “Click and Mortar” firms see an increase in visits to traditional sales outlets
uncontrollable factors

Uncontrollable Factors

Uncontrollable Factors
  • Consumer characteristics
    • Social
    • Economical
    • Cultural
    • Psychological
  • Beyond the the control and influence of marketers
slide5

Controllable Factors

  • Product/Service Characteristics
  • Medium Characteristics
  • Merchant/Intermediary Characteristics

In other words: IA is essential for an enjoyable e-commerce experience!

slide6

The Factors at Work

No Thanksgiving 

Web Ad

IA

slide7

What Is a “Shopping Cart?”

  • A metaphor employed by e-commerce sites to help customers better understand the online purchasing experience.
    • Shopping baskets
    • Shopping bags
    • And many more

www.williamssonoma.com

www.llbean.com

slide8

Design is Important…

  • Billions in sales are lost every year because customers become frustrated and leave an e-commerce site
  • Trust and usability are the two attributes most often cited by customers as the reasons for choosing a site
slide9

A Quest!

=

+

Scandinavian movie about a girl whose homely sister has her banished to the frozen woods. She is saved by Jack Frost who helps to find her a dreamy husband..

slide10

Overall Design is Important…

Weird!

Pixel-y!

Clean, easy checkout

slide11

…but the shopping cart can make or break a site.

  • 65% of buyers leave their shopping carts in mid-purchase (eMarketer 2003)
  • IA can help reduce cart abandonment rates
slide12

Keys to Good Cart Design

  • “Programmers need to hear people call their baby ugly.” Terrell Jones, president of Travelocity
  • Simplify the process.
  • Explain the steps.
  • Secure the transaction.
  • Confirm the order.
slide13

Simplify: Make the Cart & Its Contents Easy to Find

Basket

The shopping cart should:

  • Have multiple entry points
  • Be transparent
  • Give product information
      • Availability
      • Quantity
      • Price
  • Allow products to be stored for later purchase
slide14

Simplify: Break-Up the Ordering Process

Page Numbers

Where am I?

Where am I going?

llllllllllllllllllllllllllllll

http://www.cupandblade.com/store

slide15

Simplify: Provide Clear Instructions

Required fields

Builds trust

Saves space

Next step

Go back

slide16

Explain: Provide Rich Functionality

Navigational Options

Detailed Description

Cross-selling

slide17

Explain: Provide Support During Checkout

  • Unanswered questions can translate into lost sales
  • Phone support is best for new customers or those uneasy with web purchases
  • Support via a chat window like eBay’s “Live Help” or UT Libraries’ “Ask a Librarian” is gaining favor
  • FAQs should be provided at the very least

dddddddddddddddddddd

slide18

Explain: Show All Costs

Show taxes, shipping and any another purchase costs. No surprises!

This cake better be $%&^ good.

slide19

Secure: Put Their Minds at Ease

Williams Sonoma

  • In order to establish trust, the customer must be comfortable with you and your site’s security
  • Think about possible customer concerns at every step
  • Your security standards should be easily accessible and clearly written
slide20

Confirm: Make Sure the Order is Correct

Right address?

Right product?

Right price?

slide21

Confirm: Send a Confirmation E-Mail

  • Include:
  • Confirmation date
  • Order number
  • Tracking (if possible)
  • Be brief!
slide22

Conclusion

  • Organize a focus group to test the shopping cart before the site is launched.
  • Make sure your cart simplifies, explains, secures and confirms the online ordering process.
  • Remember, a successful Web site is built around customer-centered design.
slide23

References

  • Taking the shopping centre online: new models in e-commerce. Timothy Dixon, Andrew MarstonProperty Management;Volume 23;Issue 2; 2005
  • Electronic commerce: A comparative study of organizational experiences.

Majed Al-MashariBenchmarking: An International Journal;Volume 9;Issue 2; 2002

  • Product search in e-shopping: a review and research propositions.

Jennifer RowleyJournal of Consumer Marketing;Volume 17;Issue 1; 2000

  • Influencing the online consumer's behavior: the Web experience

Efthymios ConstantinidesInternet Research;Volume 14;Issue 2; 2004

  • Comfort your online customer: quality, trust and loyalty on the internet.

Dina Ribbink, Allard C.R. van Riel, Veronica Liljander, Sandra StreukensManaging Service Quality;Volume 14;Issue 6; 2004

  • An integrated framework for recommendation systems in e-commerce. Timothy K. Shih, Chuan-Feng Chiu, Hui-huang Hsu, Fuhua LinIndustrial Management & Data Systems;Volume 102;Issue 8; 2002
  • One-stop-shop information mall – MTR’s experience.

Y.K. Chan, Martin Brown, K. Neailey, W.H. IpManaging Service Quality;Volume 10;Issue 2; 2000

slide24

References

  • Good information architecture increases online sales.Ivan Walshhttp://www.sitepoint.com/print/increases-online-sales
  • Ten ways to improve the usability of your ecommerce site.Webcredible consultancy.

http://www.webscredible.co.uk/user-friendly-resources/web-usability/ecommerce-usability.shtml

  • Information architecture of the shopping cart: best practices for the information archtitectures of e-commerce ordering systems.Sarah Bidigare, Argus Center for Information Architecture, May 2000.http://argus-acia.com/white_papers/shopping_cart_ia.html
  • The Design of Sites: Patterns, Principles, and Processes for Crafting a Customer-Centered Web Experience.Douglas K. Van Duyne, James A. Landay, Jason I. Hong.Addison-Wesley, 2003.