According to studies complied in the 2016 Year Book, 92% of the UK’s population are internet users. Over 77% of the population shopped online at least once last year, making the country’s ecommerce market a very lucrative one to penetrate.
2017 will be a very competitive year for ecommerce sites and companies will start to focus more on user experience. My last experience with Amazon UK’s delivery tracking system proves that it takes more than just good UI (User Interface) and easy checkout to provide a truly great user experience and stay ahead of the competitive market.
The Online Shopping Experience
We saw a lot of big changes happen across many ecommerce sites last year. These changes have made online shopping much easier for many. The checkout process, for instance, used to take 3 to 4 steps to complete. Today, however, Amazon UK allows you to buy the items you regularly need with the push of a button.
The checkout process is not the only thing ecommerce companies need to improve to provide a good online shopping experience. Better product details and objective reviews are among the many things customers look for from an online store. There has been a change in how customers make their decisions, with online reviews from previous buyers now ranking higher in their list of factors to consider.
To top it all off, 2017 is the year when mobile shopping will be even bigger. The presence of electronic wallets and fingerprint readers in smartphones means customers can shop on their smartphones much more conveniently.
More Delivery Options
The second part of the online shopping experience involves waiting for the purchased items to be delivered. Customers are looking for accurate delivery tracking more than fast delivery in 2016; this trend will continue in 2017 too.
The majority of online customers in the UK are people who are working or living an active life. Knowing exactly when their packages will arrive is a huge plus, because it means customers no longer have to worry about packages being returned or deliveries taking longer than expected.
Nominated Day and Nominated Time deliveries are quickly becoming popular, as are Next Day delivery and Sunday deliveries. While 77% of ecommerce sites offered Next Day delivery as an option last year, less than 30% of existing online stores offer Nominated Day & Time as an option. This is going to change in 2017.
The most successful ecommerce companies are those who think about user experience as a whole, not just as a way to sell products and services. Customers now prefer ecommerce companies they can count on. This refers to companies that will support customers when they run into problems with the products and services they purchased.
Accessible customer support is a must. Aside from email and ticket support systems, customers now look for live and telephone support when considering to buy from an ecommerce store. Some online resource centres even specialise in providing customers with Sky contact information and support hotlines for the companies they regularly use.
It is worth noting that ecommerce stores are also paying closer attention to customers after sales have been made. This shift has resulted in more follow-up emails, surveys, loyalty programs and even special follow-up deals in 2017.
All of these changes are benefiting us customers. Ecommerce start-ups and larger companies are taking these factors into consideration and making the necessary shift towards providing a much better user experience.
*This is a collaborative post*