# Wednesday, 17 November 2010

To lead off the documentation on how to build the various pieces of a uCommerce based e-commerce site I wanted to first describe what those components are. Having worked with a multitude of clients and projects in my previous career as an e-commerce consultant I’ve come to take many of these things for granted, but as uCommerce grows in popularity I’ve come to realize that while many has a firm grasp of what an e-commerce project entails others are just starting out with e-commerce for the first time.

Most, if not all, e-commerce solutions consist of the same overall systems as a prelude to documenting how to actually build these systems using uCommerce I’ll outline what they are and which role they play.

This series will cover browse, marketing, checkout, customer service, and order processing.

First up the browse  portion of your webshop project.

Bulk of the Traffic

The customers coming to an e-commerce site start out not as a customer but as casual user of your site trying to find a suitable product for their needs. More than 90% of the traffic coming to your site will take place in the browse pieces with users looking through catalogs, categories, and products so you’ll want to make sure that this piece is as efficient as can be.

Tell the Story

The browse flow is all about telling the story about the products and convincing the user to become a customer. This is where integration between Umbraco and uCommerce comes into the picture because you can use the two to tell a very convincing story indeed using product pages, articles, blog entries, and rich media to grab the user’s interest and engage them to convert.

Shop in Shop

A scenario growing more common is to offer shop in shop functionality in e-commerce sites. It might be a company offering to run the platform for other companies offering each their own store with custom look and feel and even custom checkout flow. This is commonly found in B2B projects.

On the B2C side of things shop in shop is commonly used to give separate brands individual sites, which cater specifically to the target audience of that brand or for putting together micro branding sites for campaign activities. This is the e-commerce equivalent of throw-away marketing sites that you’ve probably done a lot of already.

You’ll also encounter the B2B-B2C combo from time to time. In this scenario the client needs to offer a sites which caters both their B2B customers as well as the B2C customers. Requirements vary wildly between a B2B and B2C site so a nice way to structure such a solution is to simply set up to stores, which might share some of the same products, but pricing will differ for individual customers and one site might require login where the other does not.

Catalog Structure

catalog-bookAn important part of putting together the browse flows is to decide on a catalog structure. Do you need to support international sites? Will they need to have different catalogs with a different range of products?

The nice thing about catalog structure is that you can easily change it or even leave the structure entirely in the hands of your client. What you can’t leave in the hands in your client though is the task of describing the data, which goes into the catalog system AKA establishing the taxonomy of your product catalogs.

One of the very first exercises that you’ll do is try to figure out what a customer means why their talking about their products. Do they need to operate with or without variants? Are they using a combination of products and product families? What information will they need to maintain on the product level? Brand? Supplier? MSRP?

Key Pieces of Information

These are your key pieces of information that as a minimum you absolutely want to display as part of the browse flow: Product name, high resolution images, product description, price, and inventory status.

A nice rule of thumb is that whenever you display any of this information you need to remember to include a “Add to cart” button. After all that’s what we’re here for, right?

Product Listings

7productYou’ll spend most of your time creating various product listings and taking special care that categories are presented in the best way possible.

The simplest product listings are the ones which simply pull products based on the contents of a category, but that’s seldom enough as we discuss in the next paragraph.

Store owners spend a lot for time gathering product data and getting that data shaped into product information ready to present to potential customers. That’s why you’ll spend time creating custom listings based on the information available on each product, e.g. a custom listing which shows the latest additions in the store, all products on sale. This will help automate some aspects of the maintenance in the store.

Catalogs and categories are a great foundation on which to build and you’ll get a lot of mileage out of them if you use them creatively, but if you truly want to make your client happy you need to pay special attention to the automated listings.

Do keep in mind the cardinal rule: Whenever you display product information remember to also display an “Add to cart” button.

The Product Page

I keep wondering why people pay so much attention to the design of “The Front Page”? It seems that in many cases we’re locked into conventional thinking when it comes to web design. “The Front Page is the first page we see, so why not give it special attention?”. It turns out that on the web this is not the case. The front page will actually receive only a tiny fraction of your overall website traffic as close to 80% of incoming traffic will be organic traffic coming from search engines like Google and Bing.

With this in mind every page turns into a landing page on your site in which case it makes sense to focus on the pages that you have a lot off: Product pages.

When creating your product page template you’ll want to keep in mind that this might be the first page that the customer sees thus you can add information which pertains to the overall value of shopping with your online store. Free shipping on everything? 30 return policy? Great, make sure that you say so on every page including the product page, because the customer might be coming here for the very first time.

Of course you need to present the customer with the actual product information as well. Keep in mind the key pieces of information and be aware of the fact that different products might require different presentation. Some products are visually oriented such as jewelry while others are more specification driven like TVs.

If you’re designing a site which will sell a very broad range of products you might need different templates to display product differently based on which type they are. One template might emphasize images and provide a gallery while another might bring the facts out a the primary selling point.

Guided Sales Funnels

Product listings will usually require custom filters for narrowing down the contents of a particular category or specialized category browse flows to enable the user to drill into the catalog by designing a browse flow which tries to anticipate the needs of the customer, e.g. the customer is looking for a shirt, so we might ask her a series of questions which will result in an ever narrower product listing:

Q: “What type of clothing are you looking for?”, A: “Women’s shirts”

Q: “To which occasion will you be wearing the shirt?”, A: “Casual home wear”

Q: “Will you be wearing the shirt inside or outside?”, A: “Outside"

The result might be that we’re displaying women’s fleeces.

The upside of a guided sales flow is that the customer is more likely to convert if we can accurately predict the circumstances which brought her to the site in the first place. The downside is that we might miss the mark completely in which case conversion is unlikely. The solution is simple: Build more guides sales flow and start asking questions at a higher level or be sure to try and grab her interest by displaying other products, which might grab her attention. That where related products come into play.

Related Products

The most common types of related products are your classic upsell-, cross sell-, and others bought relations, but other types of relations might be put into place to further enhance the probability of the macro conversion.

Once a user has decided on a product you’ll want to try and upsell them on an even better version. If you’re anything like me you’ve found yourself looking at one type of TV only to find yourself carrying home a more expensive model either due to a salesman doing his job a tad too well or in some cases because you upsold yourself, in any case that’s the upsell grab the users attention with one product and get them to choose a more expensive version.

You’ll be familiar with the cross sell as well. Sticking with the TV again the cross sell happens when you’re convinced that you need an HDMI cable, batteries for the remote, etc.. With that in place the upsell starts all over on the HDMI cable and the batteries. Round and round it goes.

As with automated product listings “others bought” relations are usually generated automatically, but not always. Sometimes you can get away with maintaining those types of relations manually if the store owner want a high degree of control. Keep in mind that whenever you’re dealing with automatically suggested data users usually want to be able to override the information.

There are a lot of opportunities to use related products for creating a better customer experience and optimizing conversion rates. Take for example a special set of products and display them during checkout or even after on the confirmation page or as part of the order confirmation e-mail.

Search

Search-Engine-MarketingSearch is an area becoming increasingly important to e-commerce sites. The options alone for doing search on an e-commerce site tell us as much. Customers expect to get Google-like results from the search engine on your e-commerce site. A feat which is very difficult to achieve even using something like the Google Search Appliance. The fact is that Google has vast quantities of statistic data available, which can’t be said for a single e-commerce site.

What we do have at our disposal is specific knowledge about the customers expected to come to the site. We can leverage that to adapt the site to the expected needs of the customer like what was described in the previous section dealing with Guided Sales. It also applies to search though as we’re able to create more specialized search experiences as we’ll dive into next.

You’ll usually see the simple- and advanced search. Simple search being your ubiquitous search box at the top of the site. Search suggestions might be a part of this, which enables customers to see possible search results as they type in their query.

What can trip you up is the advanced search as it might vary wildly from site to site. A site like ASOS.com is built with advanced search front and center powering the entire browse flow. More commonly though advanced search will present a bunch of options for the user to fill in and get more refined search results on. This is where your knowledge about the customers coming to the site comes into play as you’ll need to tailor these options to the expected needs of the customers.

Another variation on search is your specification search, which narrows down products in the store by searching for individual specifications one at a time, e.g. Car, Make, Year.

Keep the Customer in the Know

During the entire process it’s important to keep the customer up to date as to what’s going on. Customers these days are fickle and might leave your site for the slightest of reasons so you’ll want to keep their confidence high at all times by presenting them with the information they need when they need it.

Questions commonly posed by potential customers include, “what will shipping cost me?”, “can I have this item quickly?”, “what’s the difference between these similar items?”, “what’s my warranty like if I choose to buy?”, “what’s the return policy like?”.

Wrap Up

That’s it for an overview of the browse piece of an e-commerce site. As you can see browse is much, much more than simply slapping the products from a category onto the screen. The browse flow requires finesse to grab the customer’s attention and even more so to engage the customer further to convert. In your browse flow keep the micro conversion in mind as this persuades the customer to do the macro conversion over time.

When specifying an e-commerce project you’ll want to take special care with areas like advanced search, guided sales funnels, and any dynamic listings requested by the customer as these traditionally will cause you an extra bit of effort, but will pay off handsomely both for you and your client.

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