It excites me to know end to praise a usability innovation from an online retailer that is NOT Amazon. Hooray!

I noticed a filtered navigation design on Overstock that is really interesting. It combines search with filtered navigation - here’s what I mean:

Say you’re checking out the “Rings” category. You’re presented with a number of ways to narrow your results: Category, Metal, Size, Price and Stone.

But if you’re looking for say, a cocktail ring - this could include a variety of gemstones and metals, could be at any number of price points and would depend on what size you are looking for. Rather than looking at ALL items in the “Rings” category, you can hone in on just the cocktail rings by searching for “cocktail.”

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We talk about Amazon often here on Get Elastic, because you’ll always find some innovation, design or usability improvement to blog about there.

Amazon sometimes attracts more reviews than customers want to read. So Amazon provides tools to filter reviews by star rating and displays the “most helpful” positive and negative review as determined by Amazon’s community.

Plus, you can also search reviews by keyword.

Which is helpful, because you don’t want to buy a product that sucks unless it’s a vacuum or a Flowbee.

This isn’t a new topic here at Get Elastic, but since search engine optimization is such a key part to ecommerce success I’m going to bang the same drum once again on optimizing for brand names.

Zappos appears to have covered all the bases and then some in optimizing its brand category pages. For example, its Nine West page (below) includes 272 occurrences of “Nine West” on this page - that’s 4.55% of the entire page copy. This is what is referred to as “keyword density.” Though keyword density is not as important to SEO as was once thought (title tag, keyword rich backlinks from other sites and the domain’s overall authority have more impact), this page certainly is considered highly relevant to “Nine West” by Google.

Like Karmaloop, Zappos includes a paragraph about the brand itself. Most ecommerce sites have category / brand pages that consist of little more than images, links and a page title.

Also included at the category level are customer reviews. Each product with a review appears on the same page. Though the links to the product pages are “nofollowed” (link includes an HTML attribute telling search engines not to crawl the linked page or pass Page Rank), the keywords count towards the overall relevance to the page.

Get you’re scrolling finger ready, you’ll need it.

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This is a guest post from Justin Palmer of Palmer Web Marketing. We’re really excited to have him share his expertise with us here on Get Elastic, as his tips and tricks are always very valuable to online retailers. You’ll learn a thing or ten from his 25 Ways Series and more. If you subscribe to Get Elastic, you want to subscribe to Justin’s feed too.

Losing Customers at the Register: 12 Checkout Blunders

We’ve all heard the adage, “You’re only as strong as your weakest link.” For many e-tailers, both large and small, the weakest link lies in the checkout process. Mistakes at this critical juncture are costly and unnecessary. Below, I’ve gathered 12 of the most common mistakes I see with checkouts.

1. Unfriendly Credit Card Errors

Getting your credit card declined is always an embarrassing situation, even online. How gracefully does your checkout handle these errors? Unfortunately, website error messages tend to be written by programmers, who don’t always consider the needs of customers.

When handling these errors, suggest a probable solution. If the error is due to an invalid CVV code, show customers a picture of where the code can be found on the card. Is the error due to a billing address mismatch? Suggest having the customer check their credit card statement to ensure their billing address matches. Most importantly, display your customer service contact information where customers can get additional help.

2. Login

Many customers detest the thought of having to remember another username and password. In addition to this concern, you risk returning customers not being able to remember their login information on a subsequent purchase. Sure, you may have a password lookup feature, but what if their email isn’t working or is inaccessible at the moment? For these reasons, offer your customers a guest checkout option that doesn’t require account creation. After the order, you can always ask if they want to create an account for next time.

3. Default Credit Card Type Selected

This is one of my biggest pet peeves. Now I consider myself fairly experienced with placing online orders, since I work in the eCommerce industry. Yet I don’t know how many times I’ve entered my Mastercard number with the default Visa card option pre-selected, causing my card to be declined. In their hurry to complete a task, people tend to skip fields that are already populated with data. For this reason, require your customers to choose their credit card type. Better yet, automatically detect the credit card type based on the number (see Paypal’s checkout for an example of this).

4. Cancel Buttons

I always chuckle when I see a “Cancel” button juxtaposed next to the “Submit Order” button. Don’t make it too easy for your customers to abandon their order. A cancel button is the equivalent to asking “Are you really sure you want to buy it?”

5. Up-selling or Cross-selling

There’s a time and place for cross-selling, but it’s too risky at checkout. Too many options can send a customer into a paradox of choice, leading to an abandoned cart. In general, once someone has moved past the shopping cart, it’s time to stop marketing and close the sale.

6. Disclaimers, Explanations, and Warnings

Recently, I reviewed an eCommerce site for an online gift store. Right before clicking the “Finalize Order” button, I was casually informed my “IP address is being recorded for security purposes.” Now honestly, is that disclaimer really necessary? While it may deter fraudsters, (though I doubt it), such needless information will only raise red flags in minds of privacy conscious customers. Other needless disclaimers include “Clicking order button more than once will result in double charges” (maybe you should fix this issue rather than explain it!) or “Products subject to availability” (maybe you should display accurate inventory online!?) As a general rule, keep disclaimers on a need-to-know basis. If it causes visitors to second guess their purchase decision, remove it.

7. Insecure Page Errors

This is possibly one of the most preventable checkout mistakes that arises due to technical issues with secure pages (https://) containing non-secure elements (http:// images, javascript files, etc.). When this happens, some browsers such as Internet Explorer, love to warn customers that “this page contains insecure elements.” When you’re about to enter your personal payment info, this is not a comforting message. To prevent this, make sure you run through your own checkout frequently, with your browser set to display these warnings.

8. Only One Payment Type

Don’t you hate when you don’t have cash and a store doesn’t take credit cards? Many customers feel a similar frustration when a site only takes credit. Alternative payment forms have become almost an expectation these days, with Paypal, e-Checks, BillMeLater, and Google Checkout leading the way. Adding an additional payment method can go a long way in preventing abandoned shopping carts.

9. Dead End Receipt Pages

It’s a shame so many shopping sessions end on the receipt page. Rather than wasting your order confirmation page with a conclusive “Thanks for ordering!” message, why not continue to engage your customers? Consider adding a tell-a-friend form, displaying customer service FAQs, or asking customers to complete a survey.

10. Hiding Additional Charges

Nobody likes surprise charges at the last minute. Make sure that all shipping related charges and taxes are displayed early and often.

11. No Prominent 1-800 Number

People like buying from people, so customers always like to know someone is immediately reachable if they have a problem. While not every customer who sees your 1-800 number will call, just having one creates a sense of trust.

12. Product Stockouts

Oh by the way, it’s out of stock! Surprisingly, a disturbing amount of online checkouts wait until the customer has initiated the buying process before informing them about stockouts. Product availability should always be visible on the product pages and the shopping cart. Any later than that, you’re going to anger your customers.
Avoiding mistakes on your checkout is eCommerce 101. Don’t just take my word for it though, test these suggestions for yourself. With tools such as Google’s Website Optimizer, performing A/B tests on your checkout are surprisingly easy and inexpensive.

About Justin Palmer

Justin Palmer writes the Palmer Web Marketing blog, which covers topics such as eCommerce, SEO, and website usability. Palmer Web Marketing also offers personalized SEO recommendations and eCommerce Site Review services.

…all your products on one page, that is.

The Wall Street Journal recently said of male shoppers:

“This group is a retailer’s dream: When shopping online, they spend more, make snap decisions — and return less stuff.”

The article cites research that suggests men shop in cyberspace just like they do in the physical world - they want to get in and out the door fast. Women on the other hand will browse, click, compare, browse some more - just for fun - then end up buying something in a physical store.

Enter Web 2.0

To facilitate the boys’ need for speed, Neiman Marcus has added features to its tie shop that show more product - faster. And I mean fast, go try it out yourself it’s like watching Indy cars (not sure how usable it is as it’s hard to control).

Neiman Marcus has also enlarges images when you roll over thumbnails, as we’re seeing more and more. This saves clicks and time.

American Eagle Outfitters “gets it” too. The AE site allows you to mouseover the product category from individual product pages. For example “View All Shorts” (notice the scroll bar?)

From the WSJ article: “Neimanmarcus.com now gives shoppers a way to view 52 ties at once in its new Tie Shop, instead of having to look at them nine at a time.”

The 1.0 Solution

Maybe you don’t have the development resources that Neiman Marcus or American Eagle Outfitters has. No worries, there’s always the “View All” link.

As easy as it is to do, many sites don’t offer a simple view all link. Hey I may have a pony tail but I hate clicking on page numbers as much as any man. It’s a simple usability feature that could help make the shopping experience better for men and women - without having to implement fancy Web 2.0.

How should you approach split-testing your checkout process?

This question was asked of Bryan Eisenberg in yesterday’s Google Website Optimizer webinar. Bryan recommended split-path testing, reducing the number of steps in your process and using your analytics data to determine what part of your checkout path needs attention.

What is Split-Path Testing?

The definition of a split-path test, according to GrokDotCom:

Split-Path Test — This test will split your traffic among different linear paths containing multiple pages for each path. This is different in that you’re testing the performance of grouped pages against other grouped pages. For example, you could test a checkout process by splitting it into two variations; one with four steps (or pages), and another with only three steps. Each variation of grouped pages will have the same Goal Page (e.g., order confirmation page). Once the data is collected, the winning checkout process will be the one that converted a higher percentage of visitors.

Reducing Checkout Steps

Different ecommerce stores have different checkout paths, ranging from one-page AJAX checkouts to 6 steps or more. Bryan believes less is more - in fact, he recommends going under 4 steps. But you can find out for yourself if this is so for your website by doing your own testing.

I’ve gathered some examples of checkout steps (many are generally the same aside from labeling) that can give you some ideas for how to simplify your process. For example, you may want to test a new path with a combined billing and shipping page vs. your existing separate steps. Or you may want to ditch a step that may be clogging your funnel, such as “Rewards Program.”

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We promised a celebrity-inspired session and our own Jason Billingsley and Carolyn Gardner of Sitebrand delivered with “Jon Stewart or Oprah: What’s Your Website Personality.”

Jason and Carolyn matched 4 well-known celebs to 4 consumer-mindsets that you should know.

4 Consumer Mindsets

• Competitive (Jon Stewart)

• Spontaneous (Steve Colbert)
• Methodical (Dr. Phil)
• Humanistic (Oprah)

Some characteristics of each:

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American Eagle Outfitters recently AJAX-ed up its web design including its navigation menu. What’s different about AE’s flyout menu that’s different from Office Max’ and Eddie Bauer’s navigation redesign is that it actually merchandises within the flyout. Here’s what I mean:

When you roll over a section in the horizontal menu, a sub-menu appears with some featured items. In the example above, you see one featured Clearance item from each category: men’s, women’s and aerie.

This technique allows you to show more content without a click. Clicking away from a page means another click if you want to go back. But flyouts give the user a faster peek at what’s behind the menu buttons. And if you accidentally roll over a menu item, you may be enticed by that 50% off offer you otherwise would not be aware of.

The downsides of AJAX-y menus are they cover up content, can be finicky and require steady mouse control to operate properly. Or worse, they can appear when you don’t expect them too when you mouse a bit too close to the hot-spot. Not everyone will find this a usability improvement.

I noticed when you click on the Clearance button you get different featured items. I think it would be better to keep the same items as in the flyout, because a customer may click out of habit, and wonder where that green camisole disappeared to. You want to minimize the “whoa, what happened?” factor, especially when you’re introducing Web 2.0 coolness that may involve a learning curve. (Even for technosavvy Millennials like the AE customer. It just might be mom or grandma picking out a gift).

Text in the red box doesn’t need to change after you click on Clearance. If a customer clicks on Clearance, he/she understands it’s the clearance section, you don’t have to restate the obvious. When it comes to online copy - less is more.

All-in-all, it’s a pretty neat idea. What do you think about merchandising within navigation? Love it? Hate it?

PS: If you’re interested in merchandising tips and trends, be sure to sign up today for our upcoming webinar: Effective Online Merchandising: What Sells?

Eddie Bauer recently revamped its online store design using customer feedback. At first glance, it’s hard to see much difference other than the doesn’t look like much has really changed. But when you look under the hood, you find Eddie Bauer’s packed its new site with plenty of Web 2.0 to improve usability and customer satisfaction.

Before

After

The Changes

Larger Product Images

Eddie Bauer now shows images 25% larger in category pages, so customers can see more detail without clicking on the product to get a better view. Rolling your mouse over some images will show alternate views.

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You’ve added your item to your cart, but you’re not finished shopping. So, you look for the “Continue Shopping” link to thrust you back to…to what? The product page? The category page? The home page?

Most sites don’t give you a clue where you’ll end up. GrokDotCom mentioned this in Grok’s Biggest Gripes about the ecommerce experience, and an informal survey of the author’s contemporaries revealed 100% of them found this irritating.

I’ve observed a number of different ways to handle “Continue Shopping” navigation in my online shopping escapades. I decided to check out 100 of the top internet retailers and round up the methods used and the frequency of each. The following is a rundown on “Continue Shopping” options, frequency and examples for your inspiration, curiosity and comments.

AJAX Pop-Up - 19%

Love or hate Web 2.0, 17 out of 100 retailers use an AJAX popup to indicate an item has been added to the cart. Though this is nice and convenient to keep the shopper on the product page, it can be hard for inexperienced online shoppers to notice what’s happened. Some sites are more obvious than others.

Patagonia and Moosejaw Mountaineering use a roll-out notice in the top right of the product page. You must click to close this box, but both retailers place the close button in the same place, with the same icon. This is Moosejaw’s:

Can you figure out how to close this window?

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