How Amazon sets user experience expectations


About half of all online purchases are made on Amazon, not only because of the extensive range of products and services, but also because of the user experience. In her latest article, psychologist Dr. Julia Nitschke provides current insights into the results of a benchmarking study and describes trends in e-commerce and UX research.

“Every online retailer has to deal with Amazon as a sales or advertising channel – either to profit from the popularity of the platform or to simply deal with the standards that customers expect from using Amazon. And these concern the entire user-experience flow: an error-tolerant, well-functioning search with inspiring recommendations, the extensive selection of payment and delivery options, short delivery times and, above all, the customer service that can be reached quickly and accommodatingly via all channels.” – says Dr. Julia Nitschke.

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