Customer Experience Articles

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e-Commerce Heuristic Evaluation

© March 3, 2009

Vox’s Heuristic Evaluation of this national brand’s e-commerce site provided actionable steps to improve their customers’ online experience.

Situation

Knowing that a full redesign of their website was not an immediate option, the client wanted to know how to prioritize enhancements to increase online results.

Vox was tasked with providing specific recommendations on:

• Changes that would have the most impact immediately

• A map for long-term issues that should be addressed

Solution

Vox provided an in-depth user experience evaluation drawing on usability best practices, industry standards and customer experience expertise.

Building on existing positive elements of the website and the brand promise, Vox quickly and thoroughly provided recommendations for how to move from a company- and product-focused web strategy to a strong and consistent customer focus.

The client now has a vision of how to manage a shift to having a superior customer experience and a dramatically higher return on their online investment.

For more examples of Vox's work, visit our case study page. You can contact us through the feedback form on our Contact Us page.

Copyright 2009 Vox, Inc. All rights reserved.