{"id":94,"date":"2021-06-01T18:35:00","date_gmt":"2021-06-01T18:35:00","guid":{"rendered":"https:\/\/www.mirobin.com\/blog\/?p=94"},"modified":"2021-07-23T20:52:44","modified_gmt":"2021-07-23T20:52:44","slug":"purchasing-a-product-online","status":"publish","type":"post","link":"https:\/\/www.mirobin.com\/blog\/purchasing-a-product-online\/","title":{"rendered":"Purchasing a product online!"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">This Blog is originally posted on&nbsp;<a href=\"https:\/\/www.linkedin.com\/pulse\/purchasing-product-online-monirul-islam-robin\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" title=\"https:\/\/www.linkedin.com\/pulse\/purchasing-product-online-monirul-islam-robin\/\"><strong>LinkedIn<\/strong><\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">I was about to buy a phone. So I researched a lot about the latest phone that fits into my budget and due to lockdown online shops are the only option for me. I heard about 3 local e-commerce sites most.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So I went to the first one and search for that phone. Once I clicked to the &#8220;<strong>Buy Now<\/strong>&#8221; button, I was forced to Sign Up(Email, Name, Password) page rather than checkout page. I felt bad but still signup as I was very excited. Once I signed in I was surprised to see delivery will take 7-12 days! this was shown after filling up personal information, address form. Although the website home page said they are offering 24 hours express delivery. So I got frustrated and closed that Tab.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udca1<strong>Findings:<\/strong>&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Poor website information architecture<\/li><li>miss-leading information<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Then I visited the second one. I saw two&nbsp;<strong>&#8220;Buy Now&#8221;<\/strong>&nbsp;buttons in the same viewport and no option to choose phone color. So I clicked to live chat but it was offline&#8230;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udca1<strong>Findings:<\/strong>&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Lack of operational simplicity<\/li><li>Lack of communication<\/li><li>Problematic CTA\u2019s<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">So I went to 3rd one and search that phone with deep frustration I had with the earlier site. But this time I found everything as expected. Their checkout page clearly saying &#8220;<strong>what<\/strong>&#8221; I am about to buy and &#8220;<strong>when<\/strong>&#8221; it will be delivered. So I made the card payment. Within 10mints a representative called and said my phone will be delivered by tomorrow.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udca1 <strong>Findings:<\/strong>&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Offer a hassle-free checkout option<\/li><li>Clear data presentation.&nbsp;<\/li><li><strong>Designed for the mental model.<\/strong><\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Result:<\/strong>&nbsp;Two of the top sites just lose a customer, but 3rd one gain profit as well as get a better trust. I believe this happened because of better communication, better user experience, and better information architecture which support users, mental model.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">My learnings are,<\/h3>\n\n\n\n<ol class=\"wp-block-list\"><li>Two of these well-known sites spend a lot of time in marketing but very less in customer experience design.<\/li><li>Having good customer service is more important than a fancy design website. Yes! Banners need to grab user attention but we need to make sure smooth experience too.<\/li><li>During the journey to order that phone, I didn&#8217;t have any thought of what fancy color they used to their site rather, all I was wondering about the phone and how I can purchase it.<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Here is a good example of how a customer feels every step.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<div class=\"ast-oembed-container\"><iframe loading=\"lazy\" title=\"Online Shopping Carts in Real Life: 7 Mishaps to Avoid\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/eGM8mw7l4wI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/div>\n<\/div><figcaption>Online Shopping Carts in Real Life: 7 Mishaps to Avoid<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">I am not saying visual design or marketing is less important! But having a good customer journey is very important for an e-commerce site.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Do you have any thoughts on my journey? Leave your comment \ud83d\ude42<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-background has-cyan-bluish-gray-background-color has-cyan-bluish-gray-color is-style-wide\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>I was about to buy a phone. 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