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130 pages PDF format: download your copy right now (from eSellerate)
Single-user license: $98
Site license: $198 (allows you to place the document on your intranet and make unlimited copies within your company)
No shipping/handling charged for downloads.
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Summary
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Shoppers expect consistent access to information through navigational links, but also throughout the site. In our usability studies, users expected to find help on the page where they needed it — for instance, looking for return information in the checkout process or shipping details as they select their shipping method. While users didn't necessarily expect entire policies to be listed on product pages or in the checkout process, they often wanted to see links to such policies directly from these pages.
The report contains a total of 47 design guidelines, based on usability testing of 206 e-commerce sites.
130 pages. Richly illustrated with 118 color screenshots from many different websites, showing usability problems we found in our testing as well as examples of highly-usable category pages.
This document is a part of Nielsen Norman Group's series of design guidelines for e-commerce user experience. Save 58% by buying all 13 reports on a single CD-ROM.
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Table of Contents
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- Providing Good Customer Service
- Easy Access to Information
- Beyond the FAQ
- Multiple Methods of Contact
- Considering the Customer
- Guidelines List
- Finding Customer Service Information
- Using Customer Service Information
- Frequently Asked Questions (FAQs)
- Returns
- Contacting the Company
- Live Help
- Store Locators
- Providing Shopping Assistance
- Other Areas: Receipts, Order Status and Surveys
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Who Should Read This Report?
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This report has timely and important information for anybody responsible for an e-commerce site and interested in seeing it as successful as possible. Running a similar usability study yourself to collect comparative design lessons from a large number of websites around the world would cost thousands more than the cost of these reports, not to mention months of effort by your team of experienced usability professionals.
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130 pages PDF format: download your copy right now (from eSellerate)
Single-user license: $98
Site license: $198 (allows you to place the document on your intranet and make unlimited copies within your company)
No shipping/handling charged for downloads.
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 Alternative Payments |
If you do not want to buy online, we accept other forms of payment:
- Check
- Bank transfer
- Purchase orders
- Faxed or mailed credit cards
We can also send you a paper invoice if your company requires that.
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| Downloadable Version |
The downloadable version of the report is a standard PDF file, formatted to print on both 8.5x11 and A4 paper. Any recent version of the Acrobat Reader will suffice to read or print the file. No special software is needed. The file is not copy-protected: we trust you to buy a site license if you are going to have multiple people read the report.
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