When I enter the site, I look around a bit on the front-page. There's
many things that catch my attention, and I'm not sure if all are
necessary. I don't understand at the first seconds what it means to
"chat with a headset specialist", if this is a live talk or a text
chat. The exact meaning of the satisfied customers value is also
unclear. (These are not major issues, as they happen in maybe the
first 5 to 15 seconds.)
Now I click on "Corded" to see what happens.
http://www.headsets.com/headsets/corded/corded_headsets.html
I can see the link "Headsets.com" underlined and I'm slightly
confused. Will that take me back to the frontpage again? Didn't I just
enter Headsets.com? Regardless, I click on the image of the headset
and I'm taken to the product details:
http://www.headsets.com/headsets/corded/headsets.com/corded_headsets.com.html
Here I skip the the introductional text, which seems a bit long and
more like it should be in a footnote, and I focus on the headset
illustrations in the middle of the page. (At very first glance I'm not
sure if these are different headsets or one from different
perspectives, or one with different options.)
But there is no big "Order" or "Buy" link on this page and I wonder
what to do. First I look for a big link below the product
illustration. Second, I browse every item in the top navigation. Still
no "Buy" link to see? I completely ignore the left-side navigation as
it seems to be mainly "clutter" (I don't mean this negative; just that
it's appearing to be additional information that I will never need for
a short visit on the site).
In any case I click on the picture in the middle. Lucky I know to do
that, because there was no link below the picture that made it more
clear what's happening. On the next page, I'm taken to more products:
http://www.headsets.com/headsets/corded/headsets.com/headsets_executive2.html
Now this looks more like it! And I can also see lots of "Buy" buttons,
albeit a little small-sized ones. I don't know why the price is red?
An alarming color, maybe you raised the price? (Note: I'm located in
Germany and color schemes are often based on national associations,
maybe "red" associates "cheap price" to you.)
I wonder if I can find out more information about the first product
shown. Moving my mouse over it makes it go away and reveals a female
face. This is a bit unexpected, but I click on it. I'm now taken to a
detailed product description:
http://www.headsets.com/headsets/corded/headsets.com/executive2_oth.html
First thing I do is immediately click for a larger image of the
thumbnail:
http://www.headsets.com/headsets/corded/headsets.com/executive2_oth.html
Easy enough. Now I go back to the original page by clicking the "Back"
button.
For the first time I actually start to read content, and it's this
special product description. I notice the first letter looks a bit
weird (very small) but I ignore that. OK this text sounds nice, but
isn't that simply subjective advertising? Where's a product
comparison? How can I know it's the cheapest for that quality? What
did customers say? Why should I chose this product line and what
alternative products could I look at on your site?
In any way I continue to read, and skip over the color balls (at first
glance, I associate the VISA credit card logo with that color scheme).
Oh, and there's a customer rating! And a link to more customer
reviews. I immediately click on "Learn More":
http://www.headsets.com/headsets/about/testimonial_service.html
Well, what is that? Those reviews aren't about that headset, but about
the company's service in general! I click back without reading more.
Let's buy one now -- I want to see how the shopping goes. Let's take
the cheapest with a quantity of "1". I click on "Add". I'm taken to:
http://www.headsets.com/cgi-bin/cart/addcart.cgi
I go through the tables. The optinal accessories aren't really clearly
differentiated in color from the thing I bought, so I make sure by
spending some seconds I don't pay all those prices listed there. I
click on "Checkout" (which could be a button a little more clearly
distinguished, as it looks just like "Empty"):
https://www.headsets.com/cgi-bin/cart/checkout.cgi
Now I scroll down to fill out my personal details. As soon as I enter
my first name, the face of a woman appears on the screen, and it flies
over the form from left to right, and it bounces on the right side,
and comes back to the left, and I can read "Need help? Click here".
Phew, I close it as fast as I can and relax again; that was really
confusing! Why scare a customer with a gimmick when you're close to
make a deal? (Please, my criticism is in best intentions, as I'm very
sincere about what I see to give you the most useful answer.)
I continue filling out the form. The font is very tiny so I get closer
to the screen to see what I'm typing. There's a field reading "Special
Order Code" and I don't know if I have one, so I'm a bit confused.
There are some fields which are completely unnecessary for my order
("Where did you hear about us"), and maybe they would better fit in a
general feedback form, but no big deal.
Finally, I click on "Place Order":
https://www.headsets.com/cgi-bin/cart/purchase.cgi
"Sorry, you missed something."
I click on the back button. Oh yes, I fill out the address more
completely.
(We don't really need to give state names here in Germany, but that
should be no concern to you.)
I place the order, and I'm transferred to a thank you page. There's a
pop-up which I immediately click away. The final page tells me there's
an email going my way with order details. Well, would be nice to see
the order information here too, so I could save it or print it
immediately.
Is this the "last" page? It seems almost empty. Could I continue
shopping? Are there more products I might want?
I think you should offer some additional features on this one.
Thank you; I hope this was of help. |
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