customer experience

Click here for all posts in the Brand Experience Project.

I’ve become more acquainted with Wayfair since purchasing a house last year. Recently, I was drawn in by an email promising me deep discounts on area rugs.

It worked and within minutes, my husband and I had chosen a rug for the living room and I started the checkout process.

It wasn’t long before I got to entering my payment information. You’ll understand my surprise at seeing this choice of font in the space for me to choose the expiration dates for my credit card.

What is even happening. Every other font on their website is clear and easy to read. Why isn’t the font shown elsewhere in this screenshot also in these dropdown menus?

I was shocked by this and immediately took this screenshot.

Then I got my confirmation email…

It is unreadable. I work in e-commerce for a store that isn’t even close to being as big as Wayfair, and I find myself feeling lots of sympathy for what HAS to be a mistake. It is a mistake, right?

I don’t know if it is possible that my browser is using this font as a replacement for another one, I almost hope so, but still, this is massively frustrating.

I’ll be sure to send a tweet to Wayfair about this – and hope that someone else has already noticed this issue.

UPDATE – They might have had someone else already report this issue, as my shipping email looked much better! I hope this means that they got the news that the other font was a mess.

{ 0 comments }

Thanks for coming by to visit JamieSanford.com. If you enjoyed reading this post, please follow @JamieSanford on Twitter, subscribe to the RSS Feed or subscribe via email so you'll always be updated of my latest posts! Just enter your email address below and click the Subscribe button.

Colourpop Product Photos | Brand Experience Project

by Jamie Sanford on September 26, 2019

Click here for all posts in the Brand Experience Project.

I was recently shopping on Colourpop’s website, and was specifically looking at glitter gel, like you do. I got to this product called Trippin on Skies, and had an unfortunate experience with product photos. Let’s get into it.

Here’s my first view of this product page. I’m purposely leaving the bit of box at the bottom of this screenshot. The colors of this product make it a bit difficult to translate, but the photography is good. I found myself immediately wishing to see swatches of this product on actual humans.

I scrolled down a bit and I get to this second image of the product, this time with the box. This is great and I think more companies should show the packaging of items that they sell, but I’m immediately disappointed that there isn’t a swatch image. Many beauty brands have realized that product swatches on a variety of skin tones is the way to go, and with this product, I really wanted to see what it would look like swatched on skin.

I am now to the bottom of the photo area of the product listing, and so I think there are no more photos to see.

Unrelated to the main topic here, but what I would REALLY like to see with products like a glitter gel that probably builds as you apply more are images with one coat, 2 coats, and 3 coats of the product on each skin tone.

Luckily, I scroll down a bit more and see a slider of what may be customer images? Colourpop is using Yotpo to collect reviews and it appears that they are also collecting customer images. Clicking on these images shows me that the images above show the use of the Glitterally Obsessed glitter gels, and the center image shows the actual product that I was reviewing.

This is a huge miss by Colourpop:

  1. There should be some indication in the top images about more images, perhaps “scroll down to see this product in action!” or something similar?
  2. Better yet, find a way to incorporate images of this product from the feed into the actual product image area on the page. Tag the image with the creator’s name or handle. Ask them for permission to use the image in this way – perhaps feature on social channels or in a promotional email as well.
  3. Utilize the standardized layout of showing small versions of the available product images and letting the user use the thumbnails to work their way through the options. This would help to keep everything in a single screen – these screenshots are from a 24-inch monitor and so the way this content is spread out seems a bit unnecessary.

Colourpop has good products, and their business seems quite successful, but there are improvements to be made on these product pages.

{ 0 comments }

Thanks for coming by to visit JamieSanford.com. If you enjoyed reading this post, please follow @JamieSanford on Twitter, subscribe to the RSS Feed or subscribe via email so you'll always be updated of my latest posts! Just enter your email address below and click the Subscribe button.

Sephora Play Box Packaging | Brand Experience Project

by Jamie Sanford on October 4, 2017

Click here for all posts in the Brand Experience Project.

It’s been some time since I’ve reviewed order packaging, which was previously a symptom of not having ordered from new retailers. However, I recently signed up to receive the Sephora Play Box, and the packaging is so excellent that I felt compelled to share it.

Sephora packaging is mostly great to begin with, but they have taken advantage of the opportunity to create something that will be the same size every month, so it is highly customized. Let’s take a look.

Customized and striking!

OK, this is what REALLY sold me. The tape on the box is custom tape, so that you can barely see it. This wasn’t necessary but is AMAZING. I can’t tell you how happy this tape makes me as someone who is highly invested in commerce.

They are clearly committed to the black, white, and red color palette for the outer packaging. You receive this card to get 50 extra points if you go into the store, and the backing folds open to give you details on each product in the bag!

Not only is this super cute, but this is an item in the box that you can use again. (The premise of the box is that you receive a number of deluxe beauty product samples each month.)

Little touches like an extra mention of the Play URL are not necessary, but create a pop of color in the bottom of the box, and are informative. When this box is being reprinted, I would like to see something here prompting the customer to leave a review of the box online, including a URL of where to do that.

Here are the samples included in this month’s box. I was impressed by the size of the liquid lipstick and the brow gel. These will actually last a while, and I think that the box might be well worth the price.

However, for this inaugural box in my subscription, the packaging is what really made my day. Congratulations to Sephora for recognizing the value in impressive, customized packaging.

Save

Save

{ 0 comments }

Thanks for coming by to visit JamieSanford.com. If you enjoyed reading this post, please follow @JamieSanford on Twitter, subscribe to the RSS Feed or subscribe via email so you'll always be updated of my latest posts! Just enter your email address below and click the Subscribe button.

BeardBro Packaging | Brand Experience Project

by Jamie Sanford on February 2, 2017

Click here for all posts in the Brand Experience Project.

An ad on Facebook totally worked on me, and I purchased a BeardBro for Will’s Christmas stocking. When I received my shipment, I was so incredibly happy with the packaging. I had just been through it with the NYX order packing issues, so this was a welcome change.

Tiny and perfect. This is the opposite of what I experienced with NYX. For a moment, I wanted to chalk it up to the BeardBro people only selling one thing, but it turns out that they sell a variety of items, so hopefully they are this efficient with all of their shipped packages.

My only wish is that these could have some sort of fun branding or identifying marks.

Of course, the BeardBro comes with an instruction manual.

My favorite part of this is the mention of the BeardBro YouTube channel, because watching a video has to be easier than trying to read along while you shave.

Shout out to Melbourne! I went to college with many people from the Melbourne area.

This is the product sleeve. The design and branding here is great. I love a subtle logo image in the background, instead of plain grey.

Looking at this item, you can see that the square sleeve is ideal.

I think I sort of offended my husband with this purchase, as he has yet to use the BeardBro. I will continue to hold out hope.

The BeardBro is available here.

Save

Save

{ 0 comments }

Thanks for coming by to visit JamieSanford.com. If you enjoyed reading this post, please follow @JamieSanford on Twitter, subscribe to the RSS Feed or subscribe via email so you'll always be updated of my latest posts! Just enter your email address below and click the Subscribe button.

NYX Cosmetics Order Packaging | Missing the Mark #11

by Jamie Sanford on November 28, 2016

To view all of my content about brand experience, please click here.

A short post today, but an issue that I never quite understand with companies selling products directly to consumers.

I was recently really excited to hear that NYX Cosmetics has a mixing medium in their product line. I have been hearing about the MAC one for years, but had never purchased it. The NYX one is only $7, and had wonderful reviews, so I placed an order for that, as well as some eyeliner, setting spray, and a brow pencil.

This could be another blog post – but I did receive the wrong order from NYX. The original box I received had 2 packing labels on it, and it happened to come to me. I called NYX customer service and they were super helpful, and even let me keep the multi-colored mascaras that were in the incorrect order. I received my replacement order the next week, and this is where I get a bit bristly.

This image of the inside of my NYX box looks harmless enough, but just wait.

The entirety of this box was filled with air pockets!

This is a good time to mention that I noticed the same level of incredibly inappropriate packaging on the package I wasn’t supposed to get, but I chalked it up to being an anomaly. Unfortunately, that doesn’t seem to be the case.

How is this efficient at all? NYX Cosmetics sells a lot of tiny items, do they really not have a huge stock of smallish boxes to accommodate their customer orders? It definitely costs more to ship a giant empty box with literally 50+ air pockets, and it doesn’t give the best impression to any customer who is remotely concerned with the excessive waste problem that humans seem to have in the developed world.

I don’t have a ton to say here. NYX has great products, the mixing medium is a complete winner. This packaging issue is simple enough to fix, and would be a significant improvement in both customer experience and potentially, could maximize NYX Cosmetic’s e-commerce margins.

Save

{ 0 comments }

Thanks for coming by to visit JamieSanford.com. If you enjoyed reading this post, please follow @JamieSanford on Twitter, subscribe to the RSS Feed or subscribe via email so you'll always be updated of my latest posts! Just enter your email address below and click the Subscribe button.