Usability Assessment 
How can retailers drive more sales online, heighten conversion rates, increase average order value and better satisfy shoppers? What works on a website – and what is causing shoppers to leave before they complete a purchase? How can these issues be fixed? These are questions CrossView can help answer in usability studies that assess the effectiveness of the digital experiences retailers are creating for customers in web stores and on mobile sites.
CrossView analysts evaluate all aspects of usability and recommend ways to improve key aspects of the online experience. Assessment areas typically include:
Home page- Product detail pages
- Customer reviews
- Navigation
- Search
- Shopping cart
- Checkout
- Shipping and billing
- Payment
- Promotions
The CrossView usability methodology incorporates a variety data sources to identify usability:
- Analytics (including traditional web analytics and on-page analytics tools)
- Voice of customer tools (including surveys, focus groups, site review tools, and CSR systems)
- Aggregating the opinions and feedback of existing business users and owners
- Expert evaluations from trained usability analysts
- Real-World usability testing (remote user testing, on-site facilitated user test, and biometric eye-tracking studies)
The resulting list of suggested enhancements is annotated with evidence and prioritized based projected impact to usability and estimated effort to implement. We offer a range of options to accommodate all budgets and timelines.
Tier 1: Expert Evaluation
CrossView‘s in-house experts careful evaluate all aspects of the customer experience based on industry best practices, and our experience with Fortune 100 clients. We also gather all existing analytics and voice of customer data that might give insight into usability problems.
Tier 2: Remote User Testing
All of the activities in Tier 1 will be employed and then augmented via live user test data. User-testing will be conducted remotely, using talk-out-loud protocol. Test users will be recruited and receive a list of tasks to perform on your site. Their browsers will be instrumented to record their actions and their voice as they imply talk-out-loud protocol. Test subjects will then perform the tasks from the comfort of their usual browsing environment. Users will be surveyed after completion of their tasks.
Tier 3: In-Lab Usability Testing
All of the activities in Tier 1 will be employed and then augmented via live user test data. CrossView leads live user tests in our one of our specially equipped usability laboratories. We manage, moderate, evaluate and report on testing conducted with targeted users or the demographic you identify. CrossView works alongside the client business team to create and approve scripts, select participants and proctor the real-time testing. All user sessions browser behaviors computer inputs are captured, and test subjects are recorded on video.
Additional Optional Elements
- Biometric Data
- Analytics Tag Enhancement
- On-Page Analytics
- A/B and Multi-Variant Testing
