Nielsen Norman Group
Evidence-Based User Experience Research, Training, and Consulting
Nielsen Norman GroupEvidence-Based User Experience Research, Training, and Consulting
Part of the E-Commerce User Experience Series
Trust is the user's willingness to risk time, money, and personal data on a website. If you lose trust, you lose the sale and you may lose the customer as well. This report identifies many factors that enhance and damage the credibility of e-commerce sites.
This 95-page report contains 59 design recommendations based on our usability research. Discussions and 89 screenshot illustrations supplement the findings.
Download report excerpt (2MB PDF)
The information in this report is based on two separate rounds of e-commerce studies, including:
In total, 108 people tested 206 e-commerce websites. The studies took place in the United States, the United Kingdom, Denmark, and China (Hong Kong).
Purchase an individual license if the report or video will only be used by one person.
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Customers who choose a group license are authorized to post the report or video on internal file servers or intranets and make it available to others within the organization. The group license does not grant permission to make the report/video available to people not employed by your organization, the general public, or to post it to a publicly accessible website or file server. Group License Terms
×Individual License
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