To the front pageThe Interaction Designer's Coffee Break - Weekly postings and quarterly articles about interaction design  
  To the front pageSign inTo the frontpageSearch in GUUUI postingsAbout GUUUI  
   
 

POSTING

The key to Amazon.com's success

According to Maryam Mohit, Amazon.com's V.P. of Site Development, the key to Amazon.com's success is a strong focus on customer experience, which is infused throughout all levels of the company and includes all aspects of the buying process.

"And it's not just the people you'd think, like designers and usability specialists. Our engineers are really strong about thinking about customer experience, and our operations team, the people who run the back-end operations. Are the boxes easy to open, what packing material do we use, how much packing material is in the box, is it recyclable?"

Monitoring the customer experience is also important to Amazon.com.

"Metrics are super important. It's not just measuring, but measuring the right stuff and understanding it."

"…we correlate our measurements with changes we've made on the site, to see what's driving what, how to position things on pages, and which features to delete."

Links:

  • An interview with Maryam Mohit, Amazon.com

Henrik Olsen - November 23, 2002

See also: E-commerce (21)  Interviews (9) 

 

COMMENTS TO THIS POSTING

 
There are no comments to this posting.

Browse GUUUI postings

Methods and the design process

Usability testing (28)  Wireframing and prototyping (29)  Cost-justification and ROI (18)  The design process (14)  Personas (13)  Requirement Analysis (12)  Card sorting (8)  Implementing user-centred design (7)  Expert reviews (6)  Web log analysis (7)  Eye-tracking (6)  Site and flow diagramming (3)  Use Cases (3) 

Design elements

Navigation (44)  Web page design (23)  Search (21)  Guidelines and Standards (10)  Links (10)  Text (14)  Forms (11)  Ads (6)  Site design (8)  Shopping Charts (5)  Error handling (5)  Sections (5)  Home pages (2)  Design patterns (2)  E-mails (1)  Personalization (1)  Sitemaps (1)  Print-freindly (1)  Help (2) 

General aspects

E-commerce (21)  Accessibility (10)  Information architecture (10)  Persuasive design (12)  Visual design (13)  Search engines (7)  Credibility, Trust and Privacy (5)  Web applications (2)  Intranets (1) 

Technology

Flash (6)  URLs (3)  Download time (2)  Javascript (3)  Web standards (2)  Browsers (2) 

Humor

Cartoons (8)  Funny tools and games (9)  Bad designs (7)  Fun with Jakob Nielsen (6)  Designs with humor (3)  Fun music and videos (3)  Fun posters (2)  Funny 404 pages (2)  Misc humor (2) 

Ressource types

Research (88)  Tips and guidelines (63)  Tools (49)  Books (32)  Cases and Examples (12)  Interviews (9)  Primers (8)  GUUUI articles (7)  Posters (5)  Online books (5)  Glossaries (2)  People and organisations (2) 

Information sources

Blogs (11)  Websites (9)  Discussion lists (4)  News (3)  Newsletters (3)  Online magazines (3)  Wikis (1) 

 

 
     
  To the front pageSign inTo the frontpageSearch in GUUUI postingsAbout GUUUI