The User Experience Blog

May 24, 2009

Benjamin Floyd, The User Experience. National Stores that Missed the Boat

Filed under: Uncategorized — theuserexperience @ 9:49 am
Tags: , , , , , , , , , , , ,

There are certain “given” items for businesses to have in this day & age. The main item is to have a web page. However so many companies miss the boat when it comes to their web page.  They dont stop and ask a simple question:

Why would a customer (or potential customer) come to our website?

Take a look at these 4 U.S. national chain stores and ask yourself these questions:

  1. Why would a customer come to this website?
    > To buy something or look up the information for the nearest store?
  2. Why is the store locate button buried or blended into the page?
  3. Is it reasonable to expect that the majority of customers coming to this website looking for store location information or to browse/shop?

These national chains have the money to design an information rich website but lost the user experience. If a customer is frustrated with finding the nearest store location, what is their pre-disposition to the store? Or to coming back to the website?

Home Depot

Walgreens

Sears

Best Buy

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1 Comment »

  1. I know this is an old post, but I wanted to comment.
    I think they make it hard to find the store locator because the folks that are responsible for the website (and internet sales) are disconnected from the retail experience. They are hoping you buy something while you are online. They don’t want you to go to the store.

    Comment by Rob — August 20, 2009 @ 3:06 pm | Reply


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