Having looked at the SEO, Design and Marketing presentation of the Wynsors site in part one of this analysis, I wanted to dig into the customer experience.
So, as I have an 8 year old who is constantly kicking out the toes of his school shoes, I decided to take a look at Wynsor’s offering in this area.
On Site Search
I began by searching for the cheapest pair of shoes on the site that would fit my son, a size 1.
I also checked the mobile site, and found different results from exactly the same search – the two cheapest options weren’t available on mobile.
The search engine also had some notable flaws – if you mistyped the product you received an error message, there was no redirecting to similar results.
However, it’s at the checkout that Wynsors really fell down. Although the site claims it’s a 3 step process to checkout, it’s actually 10 – something which totally killed off the experience for me, and I believe is the single biggest reason that this site isn’t doing very well.
I won’t bore you with all ten steps, but suffice to say that several could be combined onto a single screen, and using the site on anything less than a 2Mb connection would be an awful experience.
Customer Experience Issues
Other customer experience issues I experienced on the site included
- Delivery & Return costs. Although wynsors is a budget experience, it’s charges in these areas are greater than my local discount store, Brantano as well as those at the premium brand Clarks. When you’re shopping for an £8 pair of shoes, being presented with two different shipping options, without an explanation of the different service levels, is just confusing.
- Guest checkout was available with Paypal only. Although the benefits to the retailer of guest checkout are great, and are well explained here, this is diluted if you can’t use your normal methods of payment.
- Delivery address finder exists only on the mobile site, not on the main site. This is another barrier to the user checking out quickly.
- Redesign the site to a cleaner look and feel, with larger text
- Clarify the target audience and establish a clear marketing strategy to those potential customers
- Invest in a search strategy
- Invest in google shopping and an ebay shop to support the main site
- Invest in the search function to improve functionality on site and ensure that results are the same across mobile and desktop platforms.
- Simplify and shorten the checkout process, including an address finder on the main website.
- Open up guest checkout to all payment methods
- Address the delivery and return charges, and ensure they are at least competitive with similar websites.