UX In Ecommerce: Strategies For Increasing Conversions And Customer Satisfaction

Ecommerce has evolved from a novelty to an ingrained part of our urban lifestyle. It’s no longer just a trend; it’s a daily habit for many. As the ecommerce shopping experience has matured, it has settled into a standardised flow, providing a baseline of good user experience across most sites. The challenge now lies in rising above this baseline, in crafting a unique and compelling customer journey that not only captivates but also fosters unwavering loyalty.

In a landscape where everyone adheres to a common UX standard, where ease of use is a given, the question arises: How does one stand out? This dilemma is particularly pressing for challengers striving to carve their niche amidst giants like Amazon and Flipkart. The first challenge is to get the hygiene stuff right. Here are the set of nine core UX variables that have become non-negotiable in the ecommerce landscape today.

Core UX Strategies In Ecommerce

Streamlined Checkout Process: Make the checkout process as simple and intuitive as possible. Reduce the number of steps required and eliminate any unnecessary form fields. Provide clear instructions, progress indicators, and guest checkout options to minimise friction.

Clear Call-to-Action (CTA) Buttons: Use visually prominent and compelling CTA buttons throughout your site. Clearly communicate the desired action, such as “Add to Cart” or “Buy Now.” Use contrasting colours to make the buttons stand out and ensure they are easily clickable.

Social Proof and Reviews: Display customer reviews, ratings, and testimonials prominently on your product pages. Social proof helps build trust and confidence in your products or services, increasing the likelihood of conversions. Consider integrating social media feeds or real-time customer activity to showcase user-generated content.

Personalised Recommendations: Leverage user data and browsing behaviour to offer personalised product recommendations. Display related items, recently viewed products, or popular choices to help users discover relevant products more easily, increasing the likelihood of making a purchase.

Simple Navigation: Optimise your site’s navigation to make it intuitive and user-friendly. Use clear categories, filters, and search functionality to help users find products quickly. Implement breadcrumb navigation to provide clear paths and allow users to easily backtrack.

Compelling Product Imagery: Use high-quality product images to showcase your products from different angles. Incorporate zoom and 360-degree view options to provide a more immersive experience. Visual content plays a crucial role in capturing users’ attention and driving conversions.

Zero Distractions: Reduce clutter and eliminate unnecessary elements that might distract users from making a purchase. Maintain a clean and focused design that directs attention towards product information, pricing, and the checkout process.

Seamless Customer Support: Make it easy for customers to contact you and get assistance when needed. Implement live chat, chatbots, or a prominent customer support link to address any queries or concerns promptly. Providing excellent customer support can help build trust and overcome potential barriers to conversion.

Continuous Improvement: Remember, continuously monitoring user behaviour, conducting A/B testing, and gathering feedback are crucial to identify areas for improvement and optimise the user experience on your ecommerce site.

UX Strategies To Get An Edge Above Competition

These 9 UX strategies are extremely important but they will not get you ahead of your competition. All they will do is ensure that you stay on par with everyone else. 

However, if you want to go beyond getting the hygiene stuff right, here are three ecommerce UX secrets for maximising conversion & satisfaction that can give you an edge over your competition…

Go beyond FAQs

Bye FAQs, hello RAQs. RAQs are rarely asked questions: questions people don’t ask but are definitely concerned about. Unlike FAQs, RAQs take on the most uncomfortable user questions head on. Here is an example of an RAQ section, ZEUX Innovation designed for Art of Living to maximise online purchase of meditation programs…

Addressing uncomfortable or rarely asked questions can be very effective for building trust and increasing conversions on ecommerce sites because it… 

 

• Demonstrates Transparency and honesty: This in turn builds trust with potential customers who appreciate brands that are open and willing to address difficult or sensitive topics related to their products or services. 
• Handles Objections: Unaddressed concerns or doubts can create barriers to conversion. By proactively addressing uncomfortable questions, you help alleviate potential objections or hesitations that customers may have. 
• Creates Differentiation from Competitors: Many ecommerce sites only focus on addressing frequently asked questions (FAQs). By going beyond the usual and addressing uncomfortable or rarely asked questions, you differentiate your brand from competitors. 

Make Imagery More Human

As far as possible, include people (especially faces) along with product imagery to make a more emotional connection with customers. For example: showing a shoe on someone’s foot is more effective than just showing a shoe by itself.

The human element helps potential customers visualise themselves using the products, leading to increased interest and a higher likelihood of conversion. Showcasing people using or wearing your products, also provides context and demonstrate how the products can be used in real-life situations. This helps customers understand the scale, size, functionality, or fit of the products, making their decision-making process easier. Seeing products in action through the presence of people can enhance the overall understanding and desirability of the products.

Including people in your product imagery can help convey your brand’s identity and tell a compelling story. By showcasing individuals who represent your target audience or embody your brand values, you can establish a stronger connection with potential customers. This can create a sense of belonging and alignment, encouraging customers to choose your products over competitors’.

Leverage The Short Video Format

Go beyond imagery, leverage the power of short videos. It’s the medium of choice for the TikTok generation. Short videos have quickly emerged as the most common format for content consumption on social media platforms.

Videos can be more effective than static imagery in certain cases for ecommerce conversion. Videos allow you to showcase your products in action, demonstrating their features, functionality, and benefits. This can provide a more comprehensive understanding of the product compared to static images alone. 

Videos have the potential to captivate and engage users more effectively than static images. They can convey emotions, tell a story, and create a deeper connection with the audience. Videos can provide a 360-degree view of the product, giving users a better understanding of its appearance and dimensions. This can be particularly beneficial for products where visual details are essential, such as fashion items, home decor, or electronics.

A combination of both videos and high-quality images can often yield the best results, allowing you to cater to different customer preferences and provide a more comprehensive visual experience. 

The 1% Edge

In the ever-intensifying arena of ecommerce, the pursuit of success transcends the quest for a singular billion-dollar idea—it’s about harnessing the power of a billion one-dollar ideas. Enter the realm of RAQs, human imagery, and short videos—these aren’t just features; they’re the game-changers that can redefine the trajectory of any ecommerce platform.

In a landscape where good UX has become the standard, the strategic implementation of tactics that offer a swift yet impactful 1% edge becomes invaluable. It’s not just about keeping up; it’s about seizing those nimble opportunities that elevate your platform above the rest.