Payment Merchandising Marketing Customer service Innovation Complexity
Product modelling • • • • • • •
Number of products What data is stored? How are products grouped? How are variations handled? Units and quantities? Affects decision support, navigation and recommendations Frequency of changes
4
Stock Availability • • • • • •
5
Link with live warehouse or retail data Consider frequency of updates - replenishment Availability may change as people shop Substitution for ‘similar’ Demand information fed back to purchasing Seasonal changes affect availability
Shipping
• • • • • •
Fulfilment logistics Speed of delivery Different items require different conditions Costs of delivery affect customer decisions Hiding costs of delivery? How are returns handled?
6
Pricing • • • • • • • • 7
Making a profit? Factors affecting price Offers from suppliers Price matching other sites Multi-buys Weight based prices Bundles and transparency Personal pricing
Shopping cart/basket • • • • •
8
Ajax basket (on page) updates automatically Provides reassurance Allows updating of quantities and deletions Shows total and number of items Linked to checkout
Search • • • • • •
Linked to product model Guided search Based on customer history Suggested items as you type Suggested products alongside search Designed to be as simple as possible
9
Payment • • • • • • • • •
Types of payment accepted Security Fraud protection Continuous authority 3D secure? When is payment actually taken? Dealing with failure Gift cards Legal issues 10
Merchandising • • • • • • • • 11
Guiding the consumer Supporting brand values Working with suppliers Personalised to each client? Frequency of updates? Linked to seasons, offers and marketing Linked to availability Category, product and service
Marketing • • • • • • •
Highly personalised Based on buying history Linked to availability and promotions Timed to create regular orders Support brand values Tracked and optimised? Technically sophisticated
12
Customer service • • • • • • • 13
Keeping customers happy as important as gaining customers Multiple ways to interact Frequently asked questions No quibble guarantees SMS support Delivery staff Clear documentation
Innovation
• • • • • • • 14
Business model Frequent shop Personalisation iPhone App Tesco Price Match Internet pricing Supplier relationships
Complexity
• • • • • •
• • • •
Distribution Scale Customer service Competition Technology
