Digital CX We’re Thankful for: UX Lessons for Thanksgiving & Beyond
Thanksgiving is right around the corner, and as we near this precious time of family reunions, hearty meals and giving thanks for all of life’s blessings, we thought it would be fitting to call out another source of our gratitude: good digital customer experience (CX).
While gathering data is crucial to building a good UX — and we’re chock full of it — we thought it would be pertinent to get direct feedback from our lovely cadre of UX-perts through a VoC approach.
As such, we surveyed our own team members on some of the best digital experiences they’ve had and they responded with the websites and site features that they’re thankful for.
Let’s read about the kind of user experience that completes our Thanksgiving, and our daily lives.
What sites do you like to visit and are thankful for?
“I go to TechCrunch a lot. The way the site is designed and presented is easy to digest and view, as opposed to a regular news site. TheAwesomer is also a great site, not great-looking, but it curates cool stuff from across the internet, like news articles, product finds, Kickstarter projects, videos and more. Unlike Reddit, it’s not user submitted, so the quality is better. It’s filled with thumbnails.”
Greg Tessitore, Director of Digital Experience in Marketing
“Target, it’s super convenient and there are two stores that are in my path when heading home from work. ASOS has affordable clothes that are pretty diverse in the section. From beachwear to wedding attire, you can find it on ASOS.Nordstrom Rack has great sales on designer clothes. And when you order online or via the app, they often give you an additional 15% off already discounted items.”
Ebony Hester, Director of Demand Generation
“I’m thankful for Zara, Nordstrom Rack and Amazon, as they make shopping online rather easy, and I don’t feel the necessity to have to go in person to any store if I’m feeling lazy. I know what will fit me the majority of the time and the return policy/process isn’t an inconvenience.”
Ashley Ygarza, Sales Development Representative
“YouTube – I’m thankful for the beauty bloggers’ recommendations!”
Emily Cawse, Strategic Consultant in Global Services
“ESPN, Foot Locker, CNN. For content sites, I like to be able to understand headlines quickly and dive in quick. For retail sites, I want to be able to either locate what I want asap or have appropriate browsing options.”
Joseph Schaefer, SDR Manager
“Twitter. It’s easy to navigate and I love the content.”
Tito Javier, Sales Development Representative
What subscription sites do you like and why?
“Freshly.com — used the service and the ability to select meals, edit cart and pause the subscription, which was very intuitive and executable in a click or two.”
Marc Blum, Sales Director
“Birchbox + Careof. Prior to committing to either box, you have to fill out a questionnaire about your concerns and what you would like to implement in your self-care regimen that I truly like. The questions are well thought out and it makes you feel that the items you are getting are truly crafted for you. The packaging as well is very personable and I look forward to receiving them, let it be monthly (Birchbox) or when I finish my current supply (Care/of).”
“Curology; it’s easy to get around.”
“Spotify, because of its seamless experience across all my devices and more music than I could ever listen to!”
What brands do you think have mastered good CX and why?
“It seems like Amazon already has an idea of my preferences based on the product suggestions I get recommended to me on the homepage. Sometimes I end up adding unnecessary items simply because it’s within the category that I’m already purchasing and looks kind of cool /have not thought about buying it before. <span
I also enjoy how easy it is to get to their review section and depend on those heavily if I’m buying an unfamiliar product. Sometimes I go on and buy stuff just bc I’m in the mood to shop and they have everything – they make shopping kind of addicting.”
“Lush — I like the easy navigation and the ability to search box spend. Casper is just a clean layout. I like the social media UGC feed and that the pop up for additional offers is delayed just the right amount that you don’t feel bombarded.”
“Apple — you get what you pay for!”
“Foot Locker. I like the blend of lifestyle content and product pushes/CTAs.”
“Godaddy, because of the incredible customer support.”
Can you give us an example of a UX function or individual site element that provided a great experience for you? One that helped you or left you in awe?
“The Digital Panda, a DX agency. They built out cool animated bits on their “what they do” section of their homepage. Instead of having the title of each service and a small paragraph alone, they’re topped with an animation of pandas doing what the services offer — they’re animated descriptions. So I don’t even have to read what they do if I don’t have time; looking at these animations lets me know in a unique way.”
“Wayfair’s app lets you see their furniture in your own space with a 3D camera. It really helped when I redecorated my apartment last year, I had a graph paper floor plan with proper measurements but seeing how the furniture spacing would work in real life was awesome.”
Meredith Golden, Sales Director
“The filtering capability. Being able to drill down into exactly what I’m looking for without having to filter and then do an exhaustive manual search on top of it.”
“When Google populated my calendar appointments on to Maps.”
“Rio2rome.com. I like the functionality and predictability of being able to connect my travel journeys through a variety of transportation options.”
“I didn’t know what size bag to get, but the site offered a great comparison guide.”
“The Delta app is really clean and easy to use.”
“Paypal and Apple Pay, because of their rapid loads and mobile checkout capabilities.”
Harold Padilla Villa, Product Experience Manager
Do you know what you want to buy on Black Friday? What sites will you go to?
“I don’t really buy on Black Friday, it’s more of taking advantage of any sale. I’ll be on Wayfair, seeing if any of the couches go down in price. The couch I want is saved in my cart; it would be nice if they sent an email about this if there is a price drop, to show they’re paying attention.”
“Electronics from Best Buy, because of the name recognition and comfort with the brand.”
“Yes, luggage. Have been on Monos.com a lot and will buy from them. I really like their UX.”
“Definitely cleaning supplies or certain types of tech gadgets. Most likely Target and Amazon.”
“A Lumie sunrise alarm clock — I’ll be checking Amazon of course.”
“Yes, for Black Friday, looking to purchase a TV and possibly an instapot. I start my Black Friday shopping with a direct mail piece. Target is now taking over as the big gift guide book since the end of Toy R Us. After that I view the website to gather more details about the Black Friday Preview sales. I’m more looking forward to Cyber Monday for flight deals.”
“I’ll probably buy some flights.”