Nikos Pappas • Crafting Digital Products & Impactful Experiences
Nikos Pappas • Digital Product Designer

Notebook

This digital notebook is about documenting interesting ideas, opinions and findings around user and customer experience, product design, strategy, processes and tools.

E-commerce & Users’ Expectations

"Today’s online customers have a desire for instant gratification and immediacy when it comes to interacting with e-commerce retailers" - NNGroup

I'm so excited to see that our team at Home Run works towards what the large majority of consumers want and that 1-hour delivery is here to stay.

“In the past, ordering online often meant waiting for days or even weeks for the product to be delivered. Not anymore. Amazon has offered quick 2-day shipping for several years, and more recently it started offering same-day delivery, that, in many locations, can be customized by shoppers down to the hour. This is a step outside of the stereotypical “box” of delivery options dependent on third-party shipping providers (like UPS, FedEx, and government postal services).

As a result, today’s online customers have a desire for instant gratification and immediacy when it comes to interacting with e-commerce retailers.

Speedy shipping is a major benefit for web shoppers who are overwhelmed with options these days, and fast-delivery options differentiate retailers from their competitors. Users’ need for speed is not only about fast shipping — one-click ordering and streamlined purchase workflows are explored by retailers to get users through their shopping activities fast and with little effort.”

Article's Key Takeaways:

  1. Participants in our studies appreciated e-commerce sites that prevented them from wasting time on pointless trips to the store.
  2. Today’s online customers have a desire for instant gratification and immediacy when it comes to interacting with e-commerce retailers
  3. Shoppers in our studies wanted to feel safe and needed to know that sites had the proper security measures and protections in place.
  4. Today’s shoppers expect precision in geolocation information, inventory data, order-status messages, pickup time frames, pricing, arrival dates, and user reviews.
  5. Users are also less forgiving about inaccurate information.
  6. Many sites these days take the idea of flexibility to the extreme by offering policies that were unheard of years earlier. This level of flexibility allows customers to interact on their terms and design a shopping experience that suits their needs.
  7. From chat to click-to-call and social media, study participants wanted multiple ways to get help.
  8. As users’ comfort level with e-commerce grows, they expect added elements of surprise and delight.

#ecommerce #ux #userexperience

• My Linkedin post:
https://www.linkedin.com/feed/update/urn:li:activity:6412068064073965568

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Read more on NNGroup.com: https://www.nngroup.com/articles/ecommerce-expectations/

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And, folks, we are crowdfunding on Seedrs! See our campaign at the following link: seedrs.com/homerun