Introducing the world of eCommerce

• Today's eCommerce landscape: technologies, payments, consumer behaviour
• Contribution of eCommerce pioneers: Adobe, Amazon, Domino's
• Serving B2B, B2C and B2B2C audiences
• The importance of User Centred Design and UX
• The rise and rise of Mobile Commerce

Consumer led eCommerce strategy

• Understanding the omnichannel shopper through usability research
• Identifying user needs, behaviours, motivations and what they value on PC, tablet and mobile
• How digital works across the purchase lifecycle: awareness, consideration, purchase, loyalty

Group exercise

• Mapping the customer journey

10 key UX ingredients of high performance eCommerce sites and apps

• Grasp important factors in delivering an optimal eCommerce user experience, including:
  • Customer journeys matching customer needs; personalisation; navigation; clear calls to action;
  • Customer testimonials and endorsement; location sensitive offers; content sharing functionality; ongoing site performance optimisation

Core online design and build

• Grasp the most important factors in delivering an optimal eCommerce user experience, including:
  • Review the design components needed to deliver a seamless online shopping experience, including: page load speed; menus, fonts, icons, images, buttons, links; ratings and reviews;
  • Information architecture; on-site search and in-app navigation; product catalogue and filters; check out process and guest checkout; returns; loyalty and vouchers

Wireframes and rapid prototyping

• Why prototyping makes commercial sense and wins over stakeholders
• Different types of wireframing and prototyping

Optimising your eCommerce performance

• Adopting a culture or constant testing and iteration
• Overview of analytics tools: online, guerrilla testing, focus groups
• User testing and moderation techniques
• Best practice tips for optimising website, mobile and tablet

Action plan - putting learnings to practice

• Develop a project plan to optimise your website or app