Description
Nielsen Norman Group – Ecommerce User Experience – 5th Edition download, Nielsen Norman Group – Ecommerce User Experience – 5th Edition review, Nielsen Norman Group – Ecommerce User Experience – 5th Edition free
Nielsen Norman Group – Ecommerce User Experience – 5th Edition
This report offers techniques for presenting straightforward customer service information so that customers can help themselves. Shoppers expect to find relevant information at the right time and place. Additional shopping assistance techniques can also help customers self-serve. When customers can quickly find information, it’s better, and less expensive, than when they must contact the company for assistance. For customers that do need to contact your company, we provide best practices for the design of live help and chat bots.
This 259-page report contains 75 design recommendations based on our user research. Discussions and 210 screenshot illustrations supplement the findings.
Topics
Finding customer service information
Naming and placement of customer service link
Linking between customer service pages
Organization of customer service information
Promoting customer service information
Customer service policy
Policies that customers understand
Dealing with long pages
Details customers want
Returns
Return policy strategies
Contacting the company
How to feature contact information
Contact forms
Live help and Chatbots
Promoting and implementing live chat
Live chat strategies
Chatbot design and management best practices
Shopping assistance
Product guides
Contextual help
Research Method
The information in this report is based on five separate rounds of ecommerce studies for this and the previous four editions of this report. These studies included a mix of the following methodologies.
Diary-based longitudinal studies
Eyetracking
Expert Review
Representative users tested 350+ ecommerce websites. The studies took place in the United States, the United Kingdom, Denmark, India and China
