Effects on Usability of Website Performance- Module 6

  MODULE 6 - WEBSITE PERFORMANCE

 What were you trying to do?

It was just yesterday, I went on to my favorite hat website (www.lids.com) to purchase a snap-back baseball cap and some skully caps for winter. Usually, I would just go to the Lids store in the nearest mall but I decided to try and search what they had available online. I went searching under the sports tab category listed on the site and I noticed that they had “Greek Gifts” as a merchandise option. So I was trying to see if they had any caps with my fraternity letters stitched on it. So I placed my arrow over the sports tab to scroll down to Greek gifts and the menu would automatically close out.  So I am thinking to myself “MAN, what is going on...!” So I repeated the maneuver four or five times and it kept closing out and it made me frustrated.  So then I went over to the “brands tab” and the arrow scrolled down the list just fine without closing out. After that I went back to the sports tab to scroll down the list and it still closed out.  After that I just closed out the website and said forget it!

    How easy was it to do what you were trying to do?

I believe this was the simplest task that a company could have available for consumers on a website. Simply scrolling down a list of options couldn’t get any easier and straight to the point.

    What would have made it easier?

I think having a list then a “click to select an option” would have been easier. Due to the high amount of material options on the website, lids wanted to have category tabs with a list of materials under each tab. 

    How did your experience impact your perception of the company?

 No, it did not impact my perception about the company in a negative way at all because in a few hours it was working back to normal. Also, I usually go into the actual store and I always receive the best type of service, even if I do not go to the same mall for the Lids store I still receive great service.  I would like to mention if I was a first time visitor to the website and never had an experience inside the actual store my perception probably would have been different and affected negatively.

references: http://www.lids.com 

Web Usability - Module 5

Web Usability Checklist


The image below is the following Web Usability check list that was ranked for Footlocker. Over all, there website is pretty well laid out. Something could be slightly improved which will be explained in the table.  Also there is a legend below that will explain the organization each section for web usability using color coordination.


Red Text :    Accessibility
Blue Text:     Identity
Green Text: Navigation
Orange Text: Content

Website Surveying- Module 5

 Website Survey- Module 5

For footlocker I think the original three survey question will go well especially dealing with the type of service they provide. I am going to add an addition eight questions that will help determine quality of service on the website. It is best to keep the question short and straight to the point because we don’t want to overwhelm the customer with questions and deter our quality of service. These questions are well fit as followed. Before customers take survey's, footlocker is good with offering incentives. 

Here is my ideal incentive: 

• You can either get an extension on your footlocker rewards card
• Receive a 10% off coupon on your next purchase online or in the store

Survey Questions

1. What is the purpose of your visit?
2. Were you able to complete you task?
3. If not, why or why not?

 Additional Survey questions

1. Was it easy to find your items online? This will help us determine if customer are finding their merchandise in the most efficient way as possible. This will help us determine how organized our site
2. How would you rate our user account registration process? Excellent  Good  Fair  Difficult This is a question measuring efficiency too. We want to make sure our customers are all registered for a user account. We do not want our customers becoming frustrated and not registering. Registering helps a lot because it gives us an idea of what products our customers are interested in and what products they usually buy. This also help us with forecasting product quantity and sizes for our customer base.


3. How would you rate our availability of product sizes online? Excellent  Good  Fair  Difficult.... This question will keep us on track with our size forecasting and how much to keep in stock.
4. How would you rate our availability of products online? Excellent  Good  Fair  Difficult.... This question will keep us on track with our size forecasting and how much to keep in stock.
5. Did you have to call customer service for anything?  Usually when a customer calls customer service they are having a difficult accessing things online. We want to avoid customers having to call simply because of difficulties on our website. If so we have to diagnose issues or modify website issues.
   
6. Would you recommend using footlocker.com to other customer? Why or why not? If customers are referring others to the website, That is a good indicator that we are staying on top off our goal. Efficient, Accessible, and satisfying service.
   
7. Do you shop online often, if so, do you find it beneficial? This is just a general question to see how customers feel about shopping online, particularly at footlocker.com. We want to ensure that they are receiving that same great service online that they would receive from one of our sales associates in the store. Especially if you are referred to the website by one of the sales associates.
8. If you ordered from here before, did your shipment arrive okay? We want to ensure that our products are arriving to our end users on time. Customers tend to pay close attention to arrival dates and seeing if the company is honoring the arrival date. Footlocker hold their selves responsible for honoring estimated arrival date.