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2016-10-03 12:14:02

Parcl Service Report: User experience research results

Here at Parcl we never stop analyzing and improving the order processing mechanism. A couple of days ago we finalized the results of yet another UX (user experience) research, which was focused mainly on the request creation form and the first steps of the order processing. With the help of user behaviour analysis tools, we found a few bottlenecks that prevented users from posting their delivery requests and getting their orders processed.

 

In most cases users left the request form incomplete when they were asked to provide the product page link. We understand that this step might be challenging, which is why within a few days we plan to add the necessary tips and examples of a product page URL to this step. Besides this change, we also have plans to redesign the entire request form, which we believe will significantly improve the form’s usability.

 

In more than 40% of the analyzed cases users didn’t request price quotes from forwarders after creating a request. This finding becomes critical when combined with other research efforts, which revealed that forwarders are more likely to make delivery offers to those shoppers who directly submit delivery requests to them. To improve this step, we’ve already added a ‘Select forwarder’ button to the request confirmation pop-up and rearranged the information in the list of matching forwarders.

 

We’re doing our best to make Parcl work great for everyone. If you have any ideas or suggestions on how to make Parcl the best package forwarding service, share your thoughts with us at partners@parcl.com, our Twitter page or our Facebook page. We’ll be happy to hear from you!

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