ux

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OK, this is a two-fold post, as I take issue with the website, which is my usual, but this time I add in frustration over the actual product design.

The first issue is with the website. I received an Instagram ad for Bird Collective and I went to their site to look at their offerings. I immediately liked the state birding t-shirts, but soon found a big issue.

The top 3 shirts in the screenshot below have a hero image showing the BACK of the shirt! The 3 shirts below have images showing the front.

This is incredibly confusing and inconsistent. A clothing company showing different angles of the same type of product is breaking a cardinal rule of product presentation.

OK, so onto the actual shirts. Why is Bird Collective showing the backs of some shirts and the fronts of others?

Because those cute state-themed shirts have this on the front:


Why.

Why does anyone make a cool shirt and put the cool stuff on the back? Bird people are INTO birds, so I don’t think they would take issue with the reason you would buy this shirt being on the front.

In addition, “New Jersey Birding” is not a group you can join, that isn’t a logo that would make sense. It’s just there.

Also, what is the additional cost of printing on both sides? I imagine it would have been cheaper to produce tees only printed on the front.

This is a huge miss. If anyone reading this knows why this would be done, please comment or tweet me and let me know.

In conclusion, here are my recommendations for Bird Collective.

  • Find a way to sell the state-themed shirts that is more up-front about the fact that the majority of the design is on the back.
    • Create a hero image that indicates that the main design is on the back
  • Rethink the design of the state-themed shirts for future production. Identify why the design was created that way to begin with. The other shirts on the site are not printed on multiple sides so switching the state-themed shirts over for future production runs should be considered.

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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.

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Ticketmaster Device Issue | Brand Experience Project

by Jamie Sanford on February 28, 2020

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I have recently experienced a strange error message when shopping for event tickets with Ticketmaster, and wanted to share my thoughts on how this is presented and how it can be improved.

I was most recently shopping the fan pre-sale for the upcoming New Order/Pet Shop Boys tour, and once I chose a pair of tickets, I tried to move forward and received this message.

I almost don’t know where to start with how useless this is to me as a customer.

  1. there is no explanation of what the actual issue is with the device I am using;
  2. there is nothing here addressing that I waited in a queue in order to purchase tickets, behind over 1000 other people, before I had the opportunity to even buy these tickets, and at no point was I given information on how certain devices might cause my purchase to fail;
  3. when I was buying tickets to a separate event earlier this week,  got this message, clicked “OK” and then tried again and was able to purchase the tickets I wanted.

Anyway, after clicking the go button a bunch of times, trying to somehow to get around this strange error again, I decided to try the purchase via the Ticketmaster app on my phone. Here’s how that went.

Good on them for seeing me in multiple locations I guess? Better to stymie the scalpers and bots I suppose.

I closed the browser tabs on my computer and then clicked “Confirm.”

…and then I was done. I gave up on buying these tickets. I went back the following day and ran into the same issues on the website, and so far, still don’t have tickets to this event.

While the whole experience was problematic, the message about “unable to complete your request on this device” is the one I found the most egregious. Why should one device work and another one not work? Please tell me exactly why my device of choice is problematic, particularly in an environment when purchasing tickets to a popular event requires planning and speed of transaction.

I do think that Ticketmaster has made good efforts to thwart the bots, which is wonderful. However, they clearly have some issues remaining that desperately need to be addressed.

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ASOS Breaking Up With Paper Email | Brand Experience Project

by Jamie Sanford on February 26, 2020

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I have blogged about ASOS before, where I really loved the content within their product descriptions. I am so happy to be back again to talk about this excellent email that I just received from them.

Let’s take a look.

How cute is this email!?

I also love that this email came into my inbox on the day my latest order is arriving. This adds another level of excellence to this email—forethought! If this messaging had been hidden in the original order confirmation, it is incredibly unlikely that I would have seen it. The subject line for this was “Missing something from your ASOS order?” which is also a strong choice, because I opened it immediately, expecting that they were going to tell me that something had not been shipped. I was pleasantly surprised to find this friendly email with a positive, Earth-friendly update. As a company that uses multiple forms of transportation to move product, I appreciate that reducing their footprint cannot be easy, and any efforts are valuable.

In addition, I know that ASOS has the data on the return rate that comes along with their customer orders. I’m sure there is an expected balance between savings on paper and printer ink and perhaps additional customer service time for any shoppers who struggle with the return process becoming more customer-driven.

All in all, a winning move by ASOS, combined with an impressive communication strategy.

——

The only thing I do take issue with is the math. (If you aren’t interested in nitpicky stuff, you can move on. All of the marketing stuff is over.)

According to the encyclopedia, the biggest measured blue whale came in at approximately 200,000 pounds. (A blue whale is a baleen whale so the image above could represent a blue whale.)

320,000 kg = 705,479 pounds, so I’m guessing that we are talking about a currently-unconfirmed GIANT blue whale?

Please note that the average weight of either an Asian or African elephant fits into the appropriate range for ASOS’ math, so I don’t take issue with not identifying the specific type of elephant.

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Colourpop Product Photos | Brand Experience Project

by Jamie Sanford on September 26, 2019

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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.

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