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Kunnskapskilden
Kunnskapskilden – E-Business –
E-Business, E-Customer, Relationship and Interactivity
Dissertation
The E-Business, the E-Customer,
their Relationship and Interactivity
Jan Vig
Dissertation av Jan Vig om E.Business, E-Customer, Relationship and Interactivity (286 sider) i forbindelse med Masterstudie i Information Technology and Communication Juni 2000.
The E-Retailer Business, the E-Customer,
their Relationship and Interactivity
Table of Contents
Appendix 8
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Checklist for evaluation for an E-Commerce Web Site
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The following scale could be used where it is appropriate:
Scale: 0 = Not relevant, 1=Poor, 2=Fair , 3=Satisfactory, 4=Good, 5=Excellent
Section 1: Business / Industry |
1.1 General information |
Name of the E-Commerce Company |
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Purpose of the E-Commerce CompanyWhat kind of business it is and what it sells? |
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Description: |
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Country/locationWhere it is located, including the country? |
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Industry |
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URL Reference |
http:// |
Available real name for domain name? |
Yes No |
Other domains used by organisation and linked to the site? |
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Date visit? |
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Products & Services |
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What is the company’s goal for the E-Commerce Site? |
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How can the E-Customer contact the E-Commerce company?
- E-Mail
- Fax
- Telephone
- Chat
- 900 numbers
- Call Centers
- Other
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Are forms used for E-Customers to registration? |
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Are reason given for E-Customers to register? |
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Do the E-Commerce Site offers partnership (Affiliation)? |
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How long has the E-Commerce company been in business? |
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Are links intuitive? |
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Are the E-Commerce company showing credibility? |
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What is the tax policy? |
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1.2 Target Audiences |
Which customer groups/target audience is the content for? |
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What is the target groups goals? |
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Does this site help E-customers accomplish their goals and the E-Commerce company’s goals? |
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Do E-customers experience something quick and easy enough to bring them back, and keep them from going to competitors? |
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1.3 Business Scenarios Used |
Which Business Scenarios is used? |
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1.4 Commerce Capabilities |
How are the shopping cart and purchasing features generally? |
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How is the ability of the E-Commerce site to cross-sell related items? |
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How is the implementation of partner and affiliate programs? |
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How are the general promotional or money-making features of the E-Commerce site |
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Are there additional technologies such as auctioning? |
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Interactive shopping aids? |
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Does the E-Commerce match or beat prices? |
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Does the E-Commerce Site offer personalized feature? Is personalization recommendation engine provided? Personalization capabilities? How good? |
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Section 2: Analysis of the home page of
the E-commerce site
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2.1 Generally
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What kind of content is on the home page? |
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Is this one of more of several sites provided by the E-commerce company? |
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Is there a splash screen or lead in screen too the home page? |
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Is scrolling required to access links? |
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Is the opening screen attractive and retain attention/interest of visitors? |
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Opening page graphics? Does every image come up? |
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Are there a lot of large sized images on the E-Commerce site? |
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Are the opening page graphics relevant? |
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Does the home page download at adequate speed? |
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How big is the file size? On average what is the size of the E-Commerce E-Commerce pages? |
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Does the home page design fit the overall theme of the E-Commerce site? |
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Does the home page design match the corporate identity of the E-Commerce company established in other media? |
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Does the E-Commerce Site work well with different screen sizes, different browser’s etc.? |
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Approximately how many pages are there on the E-Commerce site? |
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Is the E-Commerce site in more languages? |
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Is the E-Commerce site regularly updated? |
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Is the information out of date? |
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2.2 Interactivity
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How well does the E-Commerce Site engage the E-Customer? |
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Can the E-Customer contribute feedback? |
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Can E-Customers of different skill levels find a challenge (enhance flow)? |
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Does the opening screen involve the E-Customer or include something to capture the interest (Stickiness)? |
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Does the E-Commerce site offer meaningful involvement, i.e., searchable databases, finance or lease calculators, and custom-chosen views? |
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Is the E-Commerce Site useful and memorable? |
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Does the E-Commerce Site do a good job of providing an interactive shopping experience? Interactivity? (e.g., feedback forms). |
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Does the E-Commerce Site offer FAQ? And how good is the FAQ? |
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Does E-Commerce have a community? |
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Does E-Commerce have newsgroups? |
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Does E-Commerce have mailing list? |
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Can the E-Customer submit articles or reviews for the E-Commerce Site? |
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What functions are there on the E-Commerce site?
- Chat room
- Online bulletin board (discussion forum)
- Content search
- Personalization
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2.3 Retention |
What brings back the E-Customer to the site? |
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Does the E-Commerce site have “sticky” features? |
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Does the E-Commerce site attempt to build a relationship with E-Customers? |
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Section 3: Analysis of links |
3.1 Internal links |
Do the internal links work? |
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How many internal links are there? |
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Are the links designed to match the E-Commerce site’s theme? |
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Has it been used frames on the E-Commerce site?If so, how many frames on the page?Are frames present throughout the E-Commerce site?Do the frames resize efficiently? |
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Has it been used tables on the E-Commerce site?Are table correct sized? |
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3.2 External links
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Do the external links work? |
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How many external links are there? |
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Do the links seem appropriate and in context? |
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Section 4: Content |
What kind of content is the E-Commerce Site containing? How many pages? |
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Which target groups is the content aimed at?
- Adults?
- Children?
- Youth?
- Technical
- Scientific/academic
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How is the quality of grammar, style and spelling? |
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Is information presented in meaningful chunks? |
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Are subheads used to break up long articles? |
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Do links at the beginning of articles permit the E-Customer to go directly to subheads within articles/news etc.? |
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Is the site multilingual? |
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Does the content change over time? |
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Can the E-Customer easily see when pages were updated/amended or replaced? |
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Is the amount of information presented appropriate to the site’s objective? |
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Are information of quality and depth at the E-Commerce Site? |
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Is the content updated regularly? |
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Section 5: E-Customers Capabilities – Structure, Navigation and Layout
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5.1 Organization/Structure
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Is the structure of the site as it should be? |
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5.2 Navigation/Layout
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Describe the navigation of the E-Commerce site:
- Hierarchical?
- Linear?
- Grid Structure?
- Random?
- Other?
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Is the E-Commerce site easy/logical to navigate?Clear and intuitive menu choices?Any blind pages?Can the E-Customer find relevant information easily? |
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What navigation method is used on the E-Commerce site?
- Pull-down menu
- Link button on the top
- Link button on the side
- Site map
- Image map
- Other
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Identify help resources to aid navigation?
- Site map for complicated sites
- Help pages
- Interactive aids
- Alert boxes
- Color coding conversation
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Where there any dead ends? |
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How long did it take to navigate the entire E-Commerce site? |
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What devices were used to ensure E-Customers could know where they were in the E-Commerce site? |
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5.3 Ease of browsing / navigation for shopping
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Is the E-Customer able to remove items from the shopping cart |
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Does the E-Commerce site offer product index throughout site / search? |
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Does the E-Commerce site offer shopping cart bar on every page? |
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Does the E-Commerce site offer shopping checkout button? |
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Does the E-Commerce site offer purchase/buy button? |
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Section 6: The Shopping Process
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6.1 Product or Service
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Does the E-Commerce Site state what is being sold with enough details for the E-Customers to know exactly what they are buying? |
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Does the E-Commerce site offer overview of the cost of the product or service, and the currency used?
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How are the E-commerce capabilities? When clicking on products, is it shown related items? |
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When placing products in the shopping cart, is it presented with sensible cross selling? |
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Is there a wide range of choices concerning products? |
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Is it possible to define a personal profile to speed the checkout process as 1-click order by Amazon.com? |
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6.2 Search capabilities
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Does the E-Commerce site provide a general search index on site content? |
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Does the E-Commerce site provide a site-index/site-map? |
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Does the E-Commerce company offer alternative off-line ways that support search (e.g., order a catalog, 1-800 number to talk to a sales representative)? |
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Can the E-Customer personalise the E-Commerce Site? |
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Is it a FAQ search? |
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Do it exist collaborative filtering? |
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6.3 Shopping
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Does the E-Customer find it easy to get information about products? |
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Does the E-Customer get inventory information to know whether the products are in stock or not? |
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Does the E-Customer get information about different shipping options? |
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Does the E-Customer get information how long it will take to ship the order? |
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Does the E-Customer get sufficient information how to add products to the “add to shopping cart” button? |
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Does the E-Customer get sufficient information about the procedure when the product went into the shopping card? |
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Is it a ‘shopping cart bar’ on every page? |
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Is the E-Customer able to remove products from the ‘shopping cart’? |
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Does the E-Customer experience any problem after adding products to the shopping cart’? i.e. products disappearing from the shopping cart? |
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Are there any restrictions or limitations on the sale? |
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6.4 Check-out
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Does the E-Customer know where to check go to check out (a checkout button)? |
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Does the E-Commerce site have a description of how the order process works? |
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Is the check out procedure clear and concise described? |
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Does the shopping cart always include subtotal? |
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Does the shopping cart show the total amount of the E-Customers order? |
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6.5 Purchase
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Does the E-Commerce site communicate the return policy on the E-Commerce site? |
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Is it communicated clearly when and where to press the purchase/buy button? |
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Does E-Commerce company accept bulk or distributor orders? |
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Does E-Commerce accept orders by fax? |
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Can the E-customer make special order concerning products? |
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6.6 Payment & Settlement
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Does the E-Commerce company support off-line payments? |
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Does the E-Commerce company provide an on site customer agreement |
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Does the E-Commerce company provide a shopping cart mechanism? |
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What payment forms are accepted? |
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Does the E-Customer have different payment opportunities?Which one? |
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Do the E-Customers getting information about the costs, in addition to the price of the product or service, if any like costs for shipping and handling, taxes and duties? |
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Can the E-Customer set up an account? |
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6.7 Fulfillment process
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Does the E-Commerce company provide order status? |
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Does the e-Commerce company send the E-Customer an automated E-mail message confirming the order it has received? |
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Does the message explain how and when the goods will be received? |
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Does the E-Commerce company identify any external partners that help support the logistics process? |
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Does the E-Commerce company provide order history? |
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Does the E-Commerce company deliver on time, and are the products in good condition? |
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What shipping companies are used? |
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How late can the E-Customer order for next day deliver? |
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Does E-Commerce company have a shipping page with clear policy for shipment? |
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Is there an estimation of when the E-Customer will receive the order? |
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Are items insured in transit? |
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Does the E-Commerce Company have a policy concerning return of goods? |
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Is the returning of goods easily? |
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Is it possible with Pre order? |
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Does E-Commerce company accept and fulfill international orders? |
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6.8 Customer support and service
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Does the E-Commerce company offer after sales customer service through descriptive information on product use, repair and disposal? |
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Does the E-Commerce company offer after sales customer service through interactive online (e-mail) technical training and education on product use, repair and disposal? |
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Is it possible for buyers to give feedback (complaints – suggestions)? Does the E-Commerce Site offer a feedback form? |
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Is the E-Commerce company’s feedback process good? |
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Does the E-Commerce company offer surveys? How good are they? |
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Are community features provided that let E-Customers interacting with other E-Customers? |
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FAQ Section? |
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Does the E-Commerce site provide entertainment value? |
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Is the E-Commerce site experience fun and engaging? |
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Does the E-Commerce site appeal to multiple senses and create feel? |
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Does the E-Commerce site have a strong sense of “brand”? |
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How visual is the E-Commerce site? |
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Does the E-Commerce site force its “way” on the E-Customer (Links, navigation etc.)? |
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What degree of interactivity does the E-Commerce site offer? |
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Does the E-Commerce site offer customization and personalization features? |
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6.8 Customer support and service (Continuing) |
Does the E-Commerce site provide access to human help via e-mail, online chat or phone? |
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Does the E-Commerce site have privacy policies? |
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Does the E-Commerce company offer automated E-Mail response directly? |
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Does E-Commerce have tips for conversing with foreigners through e-mail? |
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What are the live operator hours? |
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Does the E-Commerce company offer human (not automated) response within 48 hours? |
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Section 7: Other Things E-Customers
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7.1 E-Customers Protections
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Is it an opportunity for the E-Customer to print or save a record of the transaction? |
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Is it safeguards for protecting the E-Customers payment information when it is transmitted online? |
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Are there policies on what personal identifying information is being collected about the E-Customer, what the E-Commerce company does with it and whom it shares it with? |
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Is there an opportunity for the E-Customers to «opt out» of having information about themselves collected? |
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Are there policies on sending unsolicited email, including an option for the E-Customer to decline these offers? |
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Are there return policy, including an explanation of how the E-Customer can return an item, get a refund or credit or make an exchange? |
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Are there details about where the E-Customer should call, write or email with complaints or problems? |
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Are there any warranties or guarantees? |
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Is the E-Commerce order form secure? |
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Is there the availability of convenient and safe payment options? |
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Does the E-Commerce company use trusted third parties that endorse the E-Commerce site (e.g., Better Business Bureau, CA E-Commercetrust)? |
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Does the E-Commerce site have a Trust Certificate? |
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Does the E-Commerce company have a warranty – return policy? |
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Are there any disclaimers and disclosures?Are they clear and conspicuous? |
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7.2. Fair Information Practices
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Does the E-Commerce company notice to E-Customers about its information collection practices, such as what personally identifiable information it collect, how it use it, and whether and with whom it share it? |
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Does the E-Commerce company offer choices about how personally identifiable information is used and whether it is shared with others? |
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Has the E-Commerce company procedures to ensure accuracy, including, for example, allowing E-Customers reasonable access to their information? |
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Have the E-Commerce company security measures appropriate to the transactions on its E-Commerce site? |
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7.3 Value Added Services
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Does the E-Commerce site offer Gift Ideas? |
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Does the E-Commerce site recommend related products? |
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Does the E-Commerce site offer E-Customer comment community? |
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Does the E-Commerce company offer multiple shipping options? |
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Are product prices listed on the E-Commerce site? |
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Does the E-Commerce company offer international sales? |
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Does the E-Commerce company provide shipment cost information? |
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Does the E-Commerce company provide product features/benefit explanations? |
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Does the E-Commerce company offer customised products? |
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From the E-Customer generally viewpoint does the E-Commerce site offers value? |
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Is the content and features of value? |
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Does the E-Commerce site offer subscriptions? |
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7.4 Important aspects for the E-Customer experience
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Is the wording clear and concise? To the point? |
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Is the page quick to download? Under 10 seconds on a 28.8 modem? |
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Is it long instructional text? Customers don’t want to read how to use the site, E-Commerce just want to use the site. Give the value; don’t talk about it. |
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Is the page width appropriate? |
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Is there a lot of error messages? |
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Is simple page design used which focused on moving the E-Customers toward completion of their goal? |
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Is the site structure based on what the E-Customers wants, not how the company is organized? |
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Are there fatal errors? Deleting the E-Customer’s order or other errors in the middle of the buying process? |
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Are the supporting graphics few, decorative and small |
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Are the large graphics only there when good for the E-Customers |
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Are Jargon-free language used? Are understandable words used? |
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Are there too excessive technology (unnecessary plug-ins or include irrelevant Java applets)? |
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Is a prominent search function available? |
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Are there distracting screen elements? (text tickers or irrelevant animated graphics)? |
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Are there irrelevant or flashy features? |
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Are there many typographical errors? (misspellings, grammatical errors and other textual errors)? |
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Does the E-Commerce site give the E-Customers excessive or inaccurate search results? |
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Does the E-Commerce site give a lot of basic E-Commerce errors
(links to return a Page Not Found error.)? |
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Section 8: Design issues
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Who designed the site?
- Internal E-Commerce site producer?
- External E-Commerce site producer?
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Does the site make effective use of color? Consistency? |
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Are there appropriate contact numbers for the organisation and e-mail links to key staff or support resources for E-Customers of the site? |
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Does the E-Commerce site contain sound? |
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Is the text hard to read? |
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Does the site provide interactive forms? |
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Does the E-Commerce Site employ animation or movement?If so, what purpose does E-Commerce site serve? |
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What design elements are used on the E-Commerce site and do E-Commerce unify the site? |
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Does the visualisation on the site succeed? |
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What E-Commerce site design software have been used? |
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Section 9: Technology Issues
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How was the site authored?
- HTML
- Flash
- XML
- ASP (Active Server Page)
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What E-Commerce technology has been used in the E-Commerce site design?
- Javascript
- Java applets
- Interactive forms
- Registration pages
- Dynamic pages (ASP)
- Cascading Style Sheets
- Secure pages
- Cookie
- Database
- Animation
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Section 9: Technology Issues (Continue)
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Does the site provide streaming media?If yes, what formats are supported:
- Media player
- Real Audio
- Real Video
- Quicktime
- Others
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What server is used to deliver pages to the network? Is it able to cope with the download requirements? |
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Are special scripts used?If yes, what scripts:
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Where problems encountered using the site?
- Slow loading pages
- Broken links
- Missing images
- Incorrect returns on scripts
- Failed connection for streaming media
- List any other technical problems
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If forms are used do E-Commerce retain information after submission when pressing the go back button? |
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Are any pages created on the fly using a database solution? |
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Is the E-Commerce Site architecture scaled for very heavy traffic? |
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Which hardware and software are running the E-Commerce site? |
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Is the use of load-balancing and performance-enhancing tools according to what is required? |
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How is the ability of site to integrate with partners and back-end systems? |
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How is the E-Commerce site hosting? |
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Section 10: Marketing
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Does the E-Commerce site get the marketing message across? |
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Is the purpose of the E-Commerce site clearly stated? |
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Are there well-balanced packets of information (don’t want too much scrolling on one page)? |
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Is the E-Commerce pages optimised for search engine submission in a proper way? Use of page tittle, meta tags, keywords etc. |
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Does the E-Commerce company get a high ranking by the more known search engines and directories? |
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How many banners are there on the E-Commerce homepage? And are they suitable (in accordance with promotion of the site? |
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Is any mailing list(s) associated with the E-Commerce site? |
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Is the E-Commerce site promoted regularly?How often do the E-Commerce company promote the E-Commerce site?
- Very often
- Often
- Occasionally
- Seldom
- Never
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Does the E-Commerce company provide truthful, accurate and clear information on the E-Commerce site? |
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Can the E-Commerce company back up the claims it makes about its goods and services? |
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Are the E-Commerce company advertising and marketing materials identifiable to E-Customers as such? |
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Does the E-Commerce Company try to foster customer loyalty by offering discounts or volume deals for repeat E-Customers? |
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Does the E-Commerce company offer incentives in exchange for customer information? |
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Does the E-Commerce company offer a regular e-newsletter? Free subscription? |
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Does the E-Commerce company disclose who’s sponsoring an ad if it’s not otherwise clear to E-Customers? |
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Does the E-Commerce Company offer press releases about the E-Commerce site to their E-Customers? |
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Does the E-Commerce company respect the E-Customers’ choices not to receive email solicitations? |
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Is an affiliate program established? |
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Have the E-Commerce company added E-Customer testimonials, awards to the E-Commerce site? |
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Does the E-Commerce company take special care when advertising to children? |
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Does the E-Commerce site offer the E-Customer something for free of charge or bonus? |
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Does the E-Commerce company’s bonus attract E-Customers to the E-Commerce site? |
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Section 11: Overall rating of the E-Commerce site |
How would E-Customers rate this site?· Against the E-Commerce company’s competitors?· In terms of the appropriate use of technology? |
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Section 12: Applications, Content, Features, Functions and Value
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12.1 Special Applications |
What kind of special applications are offered? |
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12.2 Content, Features and Functions:
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What kind of special content features and functions is offered? |
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12.3 Value to the E-Customers
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What kind of special value is added? |
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Section 13 Strengths of the E-Commerce site
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What are the special strengths of the E-Commerce site? |
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Section 14 Suggested Improvements
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What are the suggested improvements of the E-Commerce site? |
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Section 15 Additional Content and Features Desired
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What kind of additional content and features is desired? |
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