Customer Experience

User Expericence in eCommerce goes beyond usability. Other factors such as brand, confidence, trust, merchandising and ease of use are called into play.

Traditional usability testing and even detailed log analysis will miss some of the user experience feedback required to make a site great. This article looks at why.

Focus groups, customer feedback, questionnaires and the views of frontline staff all have a role to play in forming a usability strategy, but can they really replace formal 'user requirements gathering'.