Shazeeye's Blog Thoughts on User Experience, Technology and Business


Building Trust on E-Commerce Homepages

trust, e-commerceA Taylor Nelson Sofres (TNS) survey in 2006 showed that 70% of terminated online purchases are due to lack of transaction trust, costing e-commerce retailers $1.9 billion in lost revenues. Studies have also shown that 60-80% of visitors to an e-commerce site are first time visitors and that trust is the single most important issue to convert visitors into buyers.

These facts led me to conduct my own research on trust at first glance or factors building trust on e-commerce homepages. I studied 4 e-commerce sites (sites sold diamonds, books, toys and electronics) with an eye-tracking study and found 26 trust building factors on e-commerce homepages:

  1. Trust seals such as PayPal, McAfee, Better Business Bureau, VeriSign, etc
  2. Payment alternatives such as Bill Me Later
  3. Well defined categories
  4. Free Shipping
  5. Professional looking images/animation
  6. Professional layout - color, font, organization, visual harmony
  7. Ability to track orders
  8. Buying Advice/Guidance/Expert Suggestions
  9. Professional Reviews such as reviews by Economic Times and Wall Street Journal
  10. User Testimonials
  11. Popular Brands displayed
  12. Big Shopping Cart icon on the top right corner
  13. Deals/offers updated daily
  14. Returns/Exchanges available
  15. Locations across many countries
  16. Product images with prices
  17. 1-800 number available
  18. Professional logo
  19. Relevant details in 'About Us' section such as how long the site has been in business
  20. User derived content such as ratings, blogs and communities
  21. Perception of a wide range of products
  22. Perception of finding products easily with search and filters
  23. Competitor comparisons available
  24. Awards for the site displayed
  25. Relevant Ads/Banners only displayed
  26. Trust-inducing words used such as certified and conflict-free

For details read the complete article here.


My MBA Internship

I recently wrapped up my summer internship at HealthCrowd, a telehealth startup. You would use HealthCrowd to  connect with holistic practitioners such as nutritionists and therapists using its online telehealth platform. Basically, it's Skype with patients on one side and a bunch of doctors on the other side (though the vision is much more than this) thus making healthcare more convenient  and accessible than in-clinic consultations for specific health issues. I learned a lot from my first experience in online marketing and healthcare after having spent 4 years in technology and consulting. Two aspects of this concept make total sense to me. First, the use of technology to treat specific diseases makes healthcare convenient and accessible and reduces the dependence on traditional channels. Second, the greater vision aims to use the wisdom of crowds to provide actionable recommendations to given symptoms.  As with all startups HealthCrowd needs to overcome certain challenges to be successful. The biggest challenge is to gain trust of patients seeking treatment. Would you pay HealthCrowd for a teleconsultation? Only time will tell.

HealthCrowd: Inspiring Enduring Health

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