Establish e-commerce user experience system based on trust

In the past two days, Weibo and the Internet are all concerned about the accident of motor trains in Wenzhou. Some hot topics of E-commerce appear very small over the past two days, in other cases, what is more important than human life? Of course, you have to continue your life,The road to e-commerce must be further explored by e-merchants.. E-commerce companies all knowImportance of user experience and reputationBut the reality is like this:The reply from Weibo users is "the vast majority of users are making a blind attempt ",So today we will talk about the e-commerce user experience.

I read about the user experience in the network and the Forum.ArticleI always feel that none of the articles can fully summarize all aspects of user experience that need to be paid attention to. Therefore, I am here to share some practices and experiences of E-commerce user experience, I hope you will reply more to me,We strive to restore the user experience that needs to be paid attention to by an excellent e-commerce platform through your suggestions and the most authentic user experience, provide guidance to current e-commerce managers and new people preparing to enter e-commerce in the futureTo improve the real attention and understanding of e-commerce users.

Trust is the key to user experience

Speaking of user experience and focusing on e-commerce and the Internet over the past decade, what impressed me most isTrust is the key. Imagine if an e-commerce platform doesn't give you a minimum sense of trust, will you place an order to buy things?I think 99.9% of Internet users will choose to close their browsers relentlessly to find the next target merchant that can generate your trust.. So I think E-Commerce user experience, all the details workEverything should be carried out to build trust for the customerAnd cannot establish a sense of trust. All the work on user experience isNo meaning. The basic elements of trust are honesty, motivation, ability, and result.

The following shows how to establish an e-commerce user experience trust system in three layers,Product selection, trust experience, and reputation experience. In these three aspects, I only list some of the points and principles that need to be paid attention to. You need to understand them in depth. Some people may say this is too simple. It doesn't matter if it doesn't suit me, please walk away quietly, because ifI don't have to think about it myself. I just copy it and it doesn't help you.If you want to get to know more about this point, you can use Baidu. Some experts who are more interested in details will share the details.

Product selection for user experience

1. Customer positioning and segmentation; 2. product standardization is a prerequisite; 3. Brand-genuine-price; 4. Easy to use, high frequency of use, and high repurchase rate; 5. It is difficult to purchase offline products with strong regional characteristics; 6. convenient logistics and fast delivery; 7. The proportion and selection of gold commodities, general commodities, and high-profit commodities;

User Experience-trusted experience

1. Product and brand stories; 2. Basic information (specification, size, price, and function description); 3. Differentiated features; 4. User reputation (Customer Comments, leader comments, and third-party comments); 5. Sales data; 6. Image photography (main diagram, detail diagram, comparison diagram, etc ); 7. payment and delivery methods, return and exchange methods, UI/UE; 8. Customer Service response speed and attitude; 9. Credit Guarantee for third-party authentication;

User Experience-koubei experience

1. Customer Service awareness; 2. Activity experience: Product Trial, interaction, promotion, encouragement and sharing, public welfare and brand attention; 3. packaging details (Packing Box, product book, product, gift, order, and Reminder); 4. delivery timeliness (delivery timeliness, goods tracking, delivery time ); 5. Information delivery throughout the process (order delivery, cargo tracking, receipt feedback, after-sales care); 6. Customer Care (customer classification, customer demand fulfillment, and customer activities );

I have limited knowledge and ability. However, if I can systematically do some of the above basic elements, I believe it will greatly improve the user experience of the e-commerce platform and improve the customer satisfaction of the e-commerce platform as a whole. Please try again later. Don't be stingy with your ideas. Only by expressing your ideas bravely can you gain more benefits.