fortune 500 footwear industry client detailed findings
TRANSCRIPT
Fortune500FootwearIndustryClientBenchmarkingStudy
DetailedFindingsReport
22March2016
EXECUTIVESUMMARY
Objectives
2
• Determineparticipants’performanceonclient’swebsitewhencompletingkeytasks.• Isiteasyforparticipantstocompletethetasksonclient’swebsite?
• Findingaproducttheyareinterestedin
• Findingaspecificproduct• Completingthecheckoutprocess
• Identifyhowparticipantsperformoncompetitors’websiteswhencompletingkeytasks.• Howdocompetitorscomparetoclient?Why?• What,ifany,aspectsofcompetitorsitesarerankedhigherthantheclient?Why?
• Wheredoestheclientstandoverall?• Identifyareasforfutureresearch.
EXECUTIVESUMMARY
StudySummary
3
Weranaqualitativeunmoderatedremotebenchmarkingstudywith180participantsondesktopsandsmartphones (iOSandAndroid) inordertodeterminehowtheclient’swebsiteexperiencecomparestotheircompetitors.Participantsweresplitinto9groupsof20.Eachgroup viewed1of9websites.Participantthought outloudastheyviewedthesiteandansweredquestionsabouttheirexperiencewhileattemptingtocompleteprovided tasks. Thestudyinvolvedparticipantslookingforaproducttheywouldbeinterestedinpurchasing,findingaspecificproduct,andcompletingthecheckoutprocess.
Theclient’swebsiteand8othercompetitors’websiteswereviewedinthisstudy.Eachwebsitewasviewedby20participants(10Desktopand10Mobile).
EXECUTIVESUMMARY
StudyDetails
4
Customer’swebsitebeingtested• Client’sWebsite:Hiddenforprivacy
Competitorwebsitesbeingtested• Nike:http://www.nike.com/us/en_us/• Converse:http://www.converse.com/us• Vans:http://www.vans.com/• Sketchers:https://www.skechers.com/en-us• Clarks:http://www.clarksusa.com/us/• Dansko:https://www.dansko.com/• Sperry:http://www.sperry.com/en/home• UGG:http://www.uggaustralia.com/
EXECUTIVESUMMARY
TopFindings
5
• Overall,mostparticipantswereverypleasedwiththeirexperiencefinding itemson[clientsite]duetointuitivenavigationandcontentorganization.Participantsfound thecategorizationinthenavigationmenutobehelpfulastheywereabletoshopbystyle,size,andcolor.
• Theinclusionofthenumericalkeypad andtheauto-completeofthestate/cityfields during thecheckoutprocessenabledmostparticipantstocompletethe[clientsite]checkoutprocesswithease.
• Overall,[clientsite]rankedhighly inareasofeaseandspeed;however,SperryandUgg performedbetterinmostoftheUXfactorsoverall.
• [Clientsite]wasunique inthatthemobilesiterankedhigherthanthedesktopsiteintheUXfactorsandcoretasks.Desktopparticipantsweremorecriticalofthesitedesignanddidn’t find theirexperienceasdelightful.
DETAILEDFINDINGS
Pre-testQuestion:PurchaseDecisionInfluencers
6
• UserReviews• ReturnPolicy• SizingChart
• Style• Price• Availability• TypeofFootwear• Comfort
• Variety• Value• Brand
• CurrentTrends• BrandReputation• Photos• Securityofpersonalinformation
• Detailinproductdescription
“Whatinfluencesyouronlinefootwearpurchasingdecision?”
DETAILEDFINDINGS
CompetitiveBenchmarking:GraphsandFindings
7
Thisbenchmarkstudymeasuresthesites’performanceacrossthreecoretasksandfivemainUXfactors.Overtime,continuedUXresearchcanidentify thespecificsthatleadtothesescoresandraisethestandingof[clientsite].Participantsattemptedtofindshoestheywantedtopurchase,findaspecificshoeonthesite,andgothroughthecheckoutprocess.Participantsratedeachtaskonthe[clientsite]oroneofthe8competitorsbyhowenjoyablethetaskwastocomplete,howeasythetaskwastocomplete,andwhetherthesiteenabledtheparticipanttocompletethetaskefficiently.Participantsevaluatedtheirwholeexperiencewithresponses tofivesummarizing questionsonthefivekeyUXfactors:ease,credibility,aesthetics,speed,anddelight.
DETAILEDFINDINGS
8
Task1:Findshoestopurchase(Enjoyment)*Graphsarebasedonaratingscalewhere1=negativeresponse;5=positiveresponse.*Figuresshownarethemeanscore ofratingsfromthe20participants viewingeachsite.
4.54.15 4.25 4.4 4.25
4
4.5 4.45 4.3
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• [Clientsite] andDankso rankedhighest inenjoyment,ease,andefficiencyin findingashoetopurchasebecause ofthecomprehensivefiltersystemandproduct categorizationon thenavigationmenus;however,anumberofparticipantsnotedconfusionwiththesizingoptionsDansko offered.
• Comprehensive filter/sortoptionsthatenabledparticipantstoselectmultiple filtersbysize,style,andcolorwereoneofthemostimportantfeaturesparticipantsnotedthatinfluencedtheeaseandefficiencyoffindingaproduct.
(Dansko):“IwaseasilyabletonarrowdownthecategorythatIwantedtoshopin,butthesizethatIwantedwasn’tavailableandittookafewminutestofigureoutthatthatwaswhyIcouldn'tselectthesize.”– P2
[ClientSite}:“Thedropdownmenusgiveyoulotsofoptionswithchoicesofstyleandphotostohelpyoupick.Thesiteisoptimizedforthephonesoyoucanseeeverythingononescreen.”– P3
DETAILEDFINDINGS
9
Task1:Findshoestopurchase(Ease)4.8 4.7 4.6 4.7
4.45 4.54.8 4.7 4.55
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Product categoriesthatwereintuitiveinthestyleofshoesshownwerenotedbyparticipantsasimportant.Nikedidnothavea“work”or“casual”categoryandgrouped theiritemsbysport whileSketchersincludeda“work”categorythatdidnothave“businesscasual”shoes.
• Theinability toselectmultiplefiltersonNikeandSketchersresultedinlowerratingsinefficiencyforparticipantsastheywantedtobeabletoselectmultiplestylesandsizeswhensearching.
(Nike):“[There’s]nowaytofigureoutifaparticularshoeisgoodformultiplepurposes.Iwouldliketobeabletotickseveralfunctionboxes(walking,casual,skate,etc.)andhavecrossreferencedshoesshowup.”– P1
(Sketchers):“ThefiltersandsearchbardidnotworkasIexpected.FiltersclosedoutonmytooquicklyasIclickedonitemsandalsocouldn'tsearchmorethanonesubcategoryatatime.”– P6
DETAILEDFINDINGS
10
Task1:Findshoestopurchase(Efficiency)4.7
4.44.65 4.75
4.4 4.54.75 4.6
4.35
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Thelackoffilteringoptions andcontent organizationonClarksandUgg resultedinlowerratingsinenjoyment,ease,andefficiencyoverallasparticipantsfacedmoredifficultyinfindingashoethatmettheirrequirements.
• ThefiltersonVans,Converse,andSperryweremetwithpositiveresponsesfromparticipantswhofoundithelpfultofilterbysize,color,andstyle.
(Ugg):“Icouldnotfindadressshoeorworkattireshoecategoryonthewebsite.Iendeduplookingatallshoesforwomen.”–P2
(Converse):“Ilikedthatitwasaneasyprocesstonarrowdownmysearch-fromthedropdownIcouldchoosethebasiccategory—i.e. women,men,kids,etc.FromthereIsawthesubcategoriesthatfellunderthemain"women"category.Thenitwaseasyenoughtochoosefromthosesubgroups.”– P6
DETAILEDFINDINGS
11
Task2:Findspecificshoes(Enjoyment)
4.3 4.2
2.852.6
3.73.45
4.14.45 4.45
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Ugg rankedhighest inenjoyment,ease,andefficiencywhenparticipantswereaskedtofindaspecificshoe.Thesearchfunctionandthe“ClassicBoots”categoryinthenavigationmenuenabledparticipantsonUgg toquicklyfindtheClassicShort.
• Theabilitytodistinguishbetweenmen’sandwomen’sshoesintheresultsinfluenced theeaseoffinding theitem.Sperryincludedadrop-downmenuthatdisplayedtheproduct imageand informationwhentypingin“AuthenticOriginal”,whichwashelpful;however,itdidnotindicatewhethertheresultforwasformenorwomen.
(Ugg):“Experiencewasgoodbecausethesearchenginequicklyfoundclassicshortandgavemeseveralchoices.”– P18
(Sperry):“ThesearchbuttonwasexactlywhereIexpectedittobe.Thatwasgood.However,whenItypedinAuthenticOriginalandadropdownmenuappeared,theshoesshowndidnotindicateiftheyweremen'sorwomen's.Thatwasconfusingtome.”–P13
DETAILEDFINDINGS
12
Task2:Findspecificshoes(Ease)4.6
4.45
2.752.55
3.65 3.55
4.15
4.64.85
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Theinability tofindanexactmatchtotheproduct titleprovidedcausedsignificantconfusionandfrustrationforparticipantsonVansandConverse,andimpactedtheoveralleaseandefficiency.
• Asearchfeaturethatproduced relevantresultswasrequestedbyparticipantsasseveralSketchersparticipants foundthatmanyoftheresultswerenot relevanttothesearchinquiry.ParticipantsonClarksalsonotedunrelatedsearchresultswhenusingthesearchtool.
(Vans):“Unfamiliarwiththeterm"core"classics.Isitastyle?Unabletofindanywhereunderclassics,orthesearchfeature.Itwasfrustratingforme.”–P18
(Sketchers):“ItypedinGoWalkandcouldnotfindtheshoe.ItwaslistedunderGOwalk soitdidnotcomeupinmysearch.perhapsthesiteshouldrecognizethoselettertogetherandpullitupevenwhenGoandWalkareseparated.”–P4
DETAILEDFINDINGS
13
Task2:Findspecificshoes(Efficiency)
4.4 4.55
2.85 2.7
3.65 3.7
4.354.65 4.75
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• TheShopbyStylecategoryinthenavigationmenumadefindingtheClassicClogeasyformostparticipants;however,anumberofparticipantsnoted thatwhenentering“Clog”or“ClassicClog”intothesearchfieldtheywereshownresultsnot relevanttotheirgender.
• TheefficiencyoftheNikesearchtoolwasnotedbyparticipantsonbothmobileanddesktopplatforms,whofound thelocationtobeintuitiveandfoundtheresultstoberelevant.
[Clientsite]“Iwouldhavethechoicetorefinemy'ClassicClog'searchseewomen'sonly.“– P8
(Nike):“Therewasnothingbadrelatedtocompletingthesearch.Itwaseasytofindwheretosearchonthehomescreen.AftertypingintheshoeIwaslookingfor,thecorrectresultswerequicklydisplayed.”– P2
DETAILEDFINDINGS
14
Task3:Checkoutprocess(Enjoyment)
3.85 3.85 4
3.55
4
2.85
3.9 3.84
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Theauto-completion ofthecityandstateinformationwhenenteringthezipcode into theshipping fieldswasappreciatedbyparticipantsonUgg and[clientsite],whonotedthatitmadethecheckoutprocessmuchmoreefficient.ThisfeaturewasnotshowntobepresentedonConverse andrequestedbyseveralparticipants.
• TheinclusionofthenumerickeypadwhenenteringthezipcodeorpaymentinformationwasfoundtobehelpfulbyparticipantsonUggand[clientsite].
[Clientsite]:“Thetextboxeswerebigandeasytoentertheinfo.thezipcodeboxautomaticallypopulatedthecityandstateboxesandthenumericalkeyboardpoppedupanytimeanumberwasneeded.“– P3
(Converse):“Whenenteringtheshippingaddress,itwouldbegreatifIcouldhaveenteredmyzipcodeandthesystemprefilledmycityandstatebasedontheaforementioned.Thiswouldhavemadetheexperienceeasier.“– P5
DETAILEDFINDINGS
15
Task3:Checkoutprocess(Ease)4.65
4.54.75
4.054.4
2.9
4.14.4
4.6
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Theinclusion ofanaddressverificationfeaturecausedconfusion foranumberofparticipantsonVansandClarks,whowereunabletomovebeyond theshippinginformationbecausethesitedidnotofferawaytoproceed.
• Theseparationofthecheckoutprocess intosectionswasfoundtobetediousbyparticipantsonDankso,whodislikedthattheyhadtoclick“continue” toproceed toanewsection.SeveralparticipantsonSketchers noted thatthey likedhavingtoinputtheirinformationintoasfewsectionsaspossible.
(Vans):“YourwebsiteusesUSPSaddressverificationsoIwasforcedtostopbeforeevengettingtothebillingpage.Thatwastheonlybadpartoftheexperience.”– P20
(Dankso):“Ididn'tnecessarilycareforcontinuingto"Continue".Toomuchclicking.ButIdoliketheoptiontobesignedupforfuturemailings.”– P18
DETAILEDFINDINGS
16
Task3:Checkoutprocess(Efficiency)4.65 4.65 4.55
3.65
4.55
2.8
4.05 4.15
4.7
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• ThecheckoutprocessonNikeandSperrywasfoundtobesimilartopreviouse-commercesitestheparticipantshadvisitedandparticipants;however, severalSperryparticipantshaddifficultyseeingandinteractingwiththe“UseShippingAddress”function.
(Nike):“ThecheckoutprocesswasconsistentwithmostothercheckoutprocessesIhaveperformed.Therewasnothingdifficultorhardaboutcompletingtheprocess.”– P2
DETAILEDFINDINGS
17
UXFactor:Ease4.5
4.35 4.3 4.15 4.23.9
4.4 4.55 4.55
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Thecomprehensive filtersystemandvisualdesignofthesitewerenotedbyparticipantsasfactorsthatmadeSperryandUgg easytonavigate.
• Thefiltersandsearchfunction enabledparticipantstofindproductswitheaseon[clientsite];however,mobileparticipants ratedtheeaseofthesitehigher thandesktopparticipants.
(Ugg):“AsImentioned,thephysicaleasewassupportedbythevisualeaseofthelayoutofthepage,thefont,colorandthebackgroundisaseasiestasIhaveeverseenandgreatlyappreciate.”– P15
[clientsite]“SmoothworkingwithallfiltersneededtofindexactlywhatIwaslookingfor.Fairlyquickpagechangesisgoodsotimespentwasshort.That'sahugepositive.”– P8
DETAILEDFINDINGS
18
UXFactor:Credibility4.6 4.6 4.75
4.454.75
4.24.55 4.5 4.65
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Brandrecognition/popularity, prior experiencewiththecompany,and thesitedesignwerecontributingfactorsintoparticipants’overalltrustofthecompany.
• Thebrandrecognition, theNortonSecurity,andcheckoutencryptionwerenotedasreasonswhy[clientsite]wasdeemedcredible.
(Converse):“Becauseofthepopularityofthebrand,IfeelitisdefinitelyacompanythatIcantrust.”–P15
[Clientsite]:“IfeelthiscompanycanbetrustedbecauseitisNortonSecured.Productsarecoveredbya90-dayguaranteewhichIthinkisfair.Itallowsyoutopaywithpaypal ifyoudon'tfeelcomfortableusingyourcreditcard..”–P15
DETAILEDFINDINGS
19
UXFactor:Aesthetics4.45 4.4 4.55
4.254.6
4.3 4.454.75 4.6
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• ThevisualdesignofSperry,Ugg,andSketcherswasdescribedas“modern”, “simple”,and“clean”byparticipants,whonotedthelargeimagesofthesesitesenhancedtheiroverallexperience.
• Thevisualdesignof[clientsite] wasmetwithpositiveresponse frommobileparticipants,whofoundtheuseofcolorsandimagestobehelpful;however,somedesktopparticipantsweremorecriticalofthesiteanddidnot findittobe“stylish”or“fashionable”.
(Sperry):“Thewebsitewasveryaestheticallypleasing.Thecolorsandgraphicswerejustrightwithoutmakingthesitetoobusyortoostark.”– P7
[Clientsite]:“Thesiteisn'treallymytaste.Itdoesn'treallystrikemeasa"fashionable"typeofwebsite.Feelskindacheapandlow-end.Iwouldalmostexpecttofinddiscountbabytoyshereorsomethingsimilar.”– P7
DETAILEDFINDINGS
20
UXFactor:Speed4.5 4.5
4.3 4.3 4.24
4.55 4.65 4.55
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Content organizationandproduct categorizationwerenotedasaleadingfactorinparticipants’feedbackonthespeedofcompletingtasksonSperryandUgg.
• Thefiltersandsearchfunctionwerenotedbyparticipantsonbothmobileanddesktopplatformsasfactorsinhelpingthemquicklycompletingtaskson[clientsite].
[Clientsite]“Theuseofthepopups,themenuchoicesandthefiltersmadeiteasytoshopandlookatdifferentoptions.Theshortcutsinthecheckoutmadeiteasytogetthroughthatprocess.”– P3
(Ugg):“Thelargehomepagephotos&categoriesmadeiteasytodecidewhereIwantedtogo.Thevisualsofeachshoeandthesmallercollectionofshoesofferedmadethechoiceprettyeasytomake.”– P10
DETAILEDFINDINGS
21
UXFactor:Delight
4.34.15 4.3 4.3 4.25
3.84.15
4.454.65
1
2
3
4
5
Client Nike Converse
Vans Sketchers Clarks
Dankso Sperry Ugg
• Theeaseoffindingashoetheywantedtopurchase, theeaseofthecheckoutprocess,andthevisualdesignofthesite,contributed totheoveralldelightparticipantshadonSperryandUgg.
• Theeaseofnavigationandwideselectionofshoeswerenotedbyparticipantsasfactorsinto theiroveralldelightwith [clientsite].Severalparticipantsnotedbeingsurprisedatthewideselectionofshoesdisplayedon thesite.
(Sperry):“Thesitereallyhadsomebeautifulpictures,itwaswellorganized.TherewasneverapointthatIwasfrustratedwhileIwastryingtolookattheshoesororderthem.”–P12
“Knowingthe[clientsite]style,myexpectationscominginwerelow.I'musuallyshoppingforwork/dressiershoesandfitnessshoes.Iwassurprisedtofindsomestylesthataresuitableforwork.”–P5
DETAILEDFINDINGS
22
[Clientsite]:Mobilevs.Desktop(UXFactors)4.9
4.1
4.9
4.3
5
3.9
4.7
4.3
4.9
3.7
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,themobile[clientsite]produced higher ratingsthan thedesktopversioninthe5keyUXfactorsandthethreecoretasksparticipantswereaskedtopreform.
• Mobileparticipantsfoundthesitetobewell-optimizedanduser-friendlywhencompletingtasks.
• Thevisualdesignofdesktopsitewasacriticalfactorfor2desktopparticipantswhodidnot findthesitetobe“spectacular”or“stylish”.
“Ihaveshoppedonmanyonlinesitesbothonalaptopandonmyphone.Ilikedthatthissitewasformattedforthemobileexperience,itmadeiteasytouseonmydeviceandIdidnothaveanydifficulties.Iwasdelightedwithhoweasyandintuitivethesiteistouse.”– P2
“AsImentionedbefore,thissiteisn'treally‘fashionable’tomeandIvaluestylishfootwearandmoreupscalelookingbrands.thissitedoesnotconveythattome.”–P6
DETAILEDFINDINGS
23
Nike:Mobilevs.Desktop(UXFactors)
4.1
4.64.4
4.8
4.1
4.8
4.1
4.9
3.8
4.5
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,thedesktopNikesiteproduced higher ratingsthanthemobileversioninthe5keyUXfactors.
• Desktopparticipantshadaneasiertimenavigatingthesitequicklyandefficiently.
Thevisualdesign wasnotedbysomemobileparticipantsaslackinginareasofcolorandimagery.
“Thiswebsitehaseverythingthatapersonneedsorwantsinawebsite.It'sclean,it'seasytonavigatethrough,whensearchingforshoestheoptionallowyoutonarrowyoursearchresultsveryeasily,addingitemstoyourcartiseasy,andthecheckoutprocessiseasy.”– P5
“Iselected3formyanswerbecausetheimageswerenotvibrantenoughtomaketheshoeslookasenticingasIBelievetheycouldlook.Someoftheimagesevenlookliketheyweretakeninblack-and-white.”–P2
DETAILEDFINDINGS
24
Converse:Mobilevs.Desktop(UXFactors)
4.3 4.34.6
4.9
4.44.7
4
4.6
4.1 4.1
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,themobileanddesktopConversesitewereequallyrankedineaseanddelight;however,thedesktopsiteperformedbetterincredibility,aesthetics,andspeed.
• Severalmobileparticipantsfoundthesite“glitchy”andunresponsiveattimes,makingnavigationdifficult.
• Theissueswithnavigation forsomemobileparticipantsinfluencedtheirtrustofthesiteandtheiropinionon theaesthetics.
“Mostlyquickly,norealproblemsexceptthatIstruggletoscrolldowninthebeginningandthatittookafewsecondslongerthanexpectedtoloadthedifferentpagesofthesite.”– P2
“IwassodistractedbynavigationIdidn'tnoticeanycolorsordesignelements.exceptthatweirdlineoneverypage.”– P9
DETAILEDFINDINGS
25
Vans:Mobilevs.Desktop(UXFactors)
4.4
3.9
4.7
4.24.3 4.24.5
3.94.1
3.4
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,themobileVanssiteproduced higher ratingsthanthedesktopversioninthe5keyUXfactors.
• Mobileparticipantsfoundthesiteeasytonavigateandfoundthefilterstobeespeciallyhelpfulwhensearching.
• Thecheckoutprocessand theabilityto findtheClassicSlipOnshoeswerenotedbydesktopparticipantsasareasthatcausedthemconfusionwheninteractingwiththesite.
“Definitelylikedthewebsite,particularlythenumberoffiltersfornarrowingdownchoices.Thatmadeitmucheasiertoshop.”– P8
“Thewebsitewaseasytobrowseanduse,howevertheaddressvalidationtoolwasamajorproblemandpreventedmefromactuallycompletingthepurchase.Therefore,thesitewaseasytouse,buttheshoppingcartandpurchasewasnot.”–P19
DETAILEDFINDINGS
26
Sketchers:Mobilevs.Desktop(UXFactors)
3.9
4.54.8 4.7
4.54.7
3.7
4.7
4
4.5
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,thedesktopSketcherssiterankedhigher thanthemobilesitein4outof5UXfactors.
• Mobileparticipantsnoteddifficultywiththecheckoutprocess andnoted thatthesearchand filterfeatures neededimprovement.
• Thebrightcolorsandclearimageswerenotedbybothmobileanddesktopparticipantsasfeaturestheylikedaboutthesite.
“IknewwheretogoandwhattodoandforthemostpartitwaswhatIexpected.ButhadissueswiththecheckoutandthesearchfeaturewasnotquiteasefficientasIwouldhaveliked.”–P3
“Thecolorsarevibrantandmakemewanttopurchase!”–P13
DETAILEDFINDINGS
27
Clarks:Mobilevs.Desktop(UXFactors)
3.7
4.14.3
4.14.3 4.3
3.8 3.93.8 3.8
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,thedesktopsiteperformedbetterthan themobilesiteineaseandspeed; however,themobileanddesktopwereequal inratingsforaestheticsanddelight.
• Thesearchfunctiondidnotmeettheexpectationsofmobileparticipants.
• Thecolor schemewasmentionedbybothdesktopandmobileparticipantsassomewhatblandorboring.
“Thesitewasn'texceptionallyeasyordifficulttouse.ThesearchfeaturecouldhavenarroweddownwhatIwaslookingformoreefficiently.Ididlikethefiltersthatcouldbeusedandhowspecifictheywere.Itwouldbeniceifwhenenteringnumericalinfoforanumberkeypadtoappear.”– P6
“Ithinkthesiteisalittledull,notbadbutnotreallyexcitingeither.”– P14
DETAILEDFINDINGS
28
Dansko:Mobilevs.Desktop(UXFactors)
4.24.5
4.8
4.44.34.6
4.44.7
3.9
4.4
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,thedesktopsiteperformedbetterthan themobilesitein4outof5keyUXfactors.
• Thesearchandfilterfeatureswerenotedbyparticipantsasdifficulttouseonthemobilesite.
• Thecredibilityofthedesktopsitewasinfluencedbythedifficulty1desktopparticipanthadduringthecheckoutprocess.
“Notexceptionallyeasy,hadproblemsgoingbackandinsteadhadtousethemainmenuwhentryingtosearchforshoes.Couldnotaddmultiplecategoriesofshoesinsearch,hadtosearchpercategoryonly.Pagealsodoesnotconformtomobilephonesize,willstillhavetoshrinkthepagesmanuallyassomecanbelargerthanwhatthescreensizeis.”– P4
“Becauseofthesesmallproblemsthatwereexperiencedonthewebsite,Ifeelthatthecompanyshouldhavelookedattheirsitebeforepublishingitandbecauseofthat,itmakesmefeelthattheydon'tputemphasisoncheckingthingstomakesureallisworkingcorrectly.”- P19
DETAILEDFINDINGS
29
Sperry:Mobilevs.Desktop(UXFactors)4.6 4.54.4
4.64.7 4.84.7 4.64.64.3
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,themobilesiteperformedbetterthan thedesktopsitein3outof5UXfactors.
• Somedesktopparticipantsnoteddifficultyaddinganitemto theircartandthecheckoutprocessthatimpactedtheoveralleaseandspeedofthesite.
• Mobileparticipantsnotedthesitewaswell-optimizedfortheirphoneandcompletedtaskswithease.
“IthinkthecheckingorverifyingofcreditcardinfoshouldbedonebeforethefinalreviewpageandnotafterclickingonSubmitOrder.”– P15
“Usingmyphonetoshopisn'tmyidealwaytoshopbecauseIcan'tseethedetailsaswellandmyfingerisn'tasquickasalargerscreen;howeverthiswaseasytouseandveryefficient.”- P6
DETAILEDFINDINGS
30
Ugg:Mobilevs.Desktop(UXFactors)4.5 4.64.6 4.74.6 4.6
4.44.74.7 4.6
1
2
3
4
5
Mobile Desktop
Ease Credibility Aesthetics Speed Delight
• Overall,thedesktopsiteperformedbetterthan themobilesitein3outof5UXfactors.
• Thevisualdesign ofthesitewasnotedbybothmobileanddesktopparticipantsasappealingandeasytonavigate.
• Thespeedratingformobileparticipantswasinfluencedby1participant’suncertaintyoffindingshoesappropriateforwork,whileanotherparticipantrequestedthatanumerickeypadbeaddedduringthecheckoutprocess.
“Thelargehomepagephotos&categoriesmadeiteasytodecidewhereIwantedtogo.Thevisualsofeachshoeandthesmallercollectionofshoesofferedmadethechoiceprettyeasytomake.”– P10
“ItreallydependsonwhatIwaslookingfor.ItmightbedifficultifI'mlookingforworkshoes,butperhapsnotifI'mlookingforaspecificstyleorcasualshoes.”–P2
DETAILEDFINDINGS
31
CoreTaskRatings:MobileandDesktop
4.6 4.74.2
4.8 5 4.94.6 4.7 4.9
0
1
2
3
4
5
6
Task1 Task2 Task3
Enjoyment Ease Efficiency
Mobile
4.43.9
3.5
4.8
4.2 4.44.8
4.14.4
0
1
2
3
4
5
6
Task1 Task2 Task3
Enjoyment Ease Efficiency
Desktop
DETAILEDFINDINGS
32
NetPromoterScore:[ClientSite]
Detractors (0-6) Passives (7-8) Promotors (9-10)
10% 25% 65%2 5 13
Net Promotor Score = 55How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
33
NetPromoterScore:Nike
Detractors (0-6) Passives (7-8) Promotors (9-10)
10% 20% 70%2 4 14
Net Promotor Score = 60How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
34
NetPromoterScore:Converse
Detractors (0-6) Passives (7-8) Promotors (9-10)
10% 10% 80%2 2 16
Net Promotor Score = 70How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
35
NetPromoterScore:Vans
Detractors (0-6) Passives (7-8) Promotors (9-10)
25% 15% 60%5 3 12
Net Promotor Score = 35How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
36
NetPromoterScore:Sketchers
Detractors (0-6) Passives (7-8) Promotors (9-10)
20% 25% 55%4 5 11
Net Promotor Score = 35How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
37
NetPromoterScore:Clarks
Detractors (0-6) Passives (7-8) Promotors (9-10)
25% 50% 25%5 10 5
Net Promotor Score = 25How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
38
NetPromoterScore:Dansko
Detractors (0-6) Passives (7-8) Promotors (9-10)
15% 30% 55%3 6 11
Net Promotor Score = 40How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
39
NetPromoterScore:Sperry
Detractors (0-6) Passives (7-8) Promotors (9-10)
0% 30% 70%0 6 14
Net Promotor Score = 70How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
DETAILEDFINDINGS
40
NetPromoterScore:UGG
Detractors (0-6) Passives (7-8) Promotors (9-10)
10% 15% 75%2 3 15
Net Promotor Score = 65How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
*For more information about Net Promoter Scores, see here and here.
NEXTSTEPS
Furtherresearchopportunities- general
41
• Continuequarterlybenchmark testingvs.competitors touncoverissuesandsuccessesovertime.
• Competitor testingwiththebestandworstrankedtouncovermoredetailedfindings onwhatworksandwhatdoesn’twork.
• Testanyfuture iterationsofspecificprocessestodiscoverchangesintheoveralluserexperience.
NEXTSTEPS
• Competitor StudywithSperryand/orUgg,focusingonareasofsitenavigation,checkoutprocess,andsitedesign.Thoughthemetricsrevealonlyslightdifferencesintheratings,SperryandUgg seemedtobeconsistentthroughoutascompetitorsof[clientsite] inareasofsitedesignandthecheckoutprocessespecially.[Clientsite],Ugg,andSperrysharesimilaritiesinthenumerickeypadandauto-fillforcity/stateinfointhecheckoutprocess,whichparticipantsfoundmadetheprocesseasierandnoticedwhenthatfeaturewasmissing.Also,Ugg andSperry'sclean,modern,minimaldesignwiththelargeimagesandsoft/mutedcolor schemealsogarneredpraisefromparticipants.
• ImpressionsStudy– Oneofthebiggestchallenges[clientsite] facesistheoccasionalperception ofitsproductsasugly,notstylishoralimitedselection.Thiswasasentimentsharedbyseveralparticipantsandseemedtobemostnoticeableinthedesktopparticipants’feedback.It'dbeinterestingtotrackthegeneralperceptionof[clientsite] priortointeractingthesitevs.afterinteractingwiththesitebecauseseveralparticipantsmentionedthattheyweresurprisedatthewideselectionofshoes[clientsite] hastooffer.Thisstudycangiveparticipantsabettersenseofthestyleselectionsofferedforvariousdemographicsandpromptthemforareasofsitedesign/improvement.
• Mobilevs.DesktopStudy.Surprisingly,asmentioned onslide32,themobilesitewasoutscoring thedesktopsitewhichisunusual. Itwouldbeworthwhiletoseewhatparticipantsarelikingandfindingusefulabout themobilesiteandincorporatingthatintoyour[clientsite].
Furtherresearchopportunities- specific
STUDY DETAILS
Participantdemographics
43
• 180participantswereincluded inthestudy(90Desktopand90Mobile) fromtheUserTesting panelwhomakepurchasesonline.
• Device:10Desktop,8iOS,and2Android (foreachwebsite).
55
125
Male Female
Gender
48
132
<40k 40-100k
Income
62 6553
30-39 40-50 50+
Age