Customer Experience & UX Design Flashcards

What is the primary goal of personalizing the ecommerce homepage for returning users?

Answer: To present relevant products and content that increase engagement and conversion likelihood

Homepage personalization leverages browsing history and preferences to surface relevant products, increasing the chance the user finds what they want and completes a purchase.

A customer contacts support because she cannot find an order confirmation email after purchasing. The most impactful UX fix to prevent this issue is:

Answer: Implementing a clear on-site order confirmation page and post-purchase email

A clear post-purchase confirmation page and transactional email reassure customers their order was received, reducing support contacts and improving post-purchase experience.

Which of the following best describes 'micro-interactions' in ecommerce UX?

Answer: Small, functional animations or feedback responses that guide users through tasks

Micro-interactions are subtle UI feedback mechanisms—like a cart icon animating when an item is added—that confirm actions, guide users, and improve perceived quality.

An ecommerce site redesigns its search results page to include faceted filtering by price, brand, and rating. The primary UX benefit is:

Answer: Allowing users to narrow large result sets efficiently to find relevant products faster

Faceted filtering lets users progressively narrow search results by multiple attributes simultaneously, dramatically reducing the effort required to find specific products.

What is 'scarcity messaging' in ecommerce UX, and what is the primary risk of misusing it?

Answer: Showing low-stock alerts; risk is legal liability for false advertising

Scarcity messaging (e.g., 'Only 3 left!') creates urgency, but fabricating or exaggerating stock limits constitutes deceptive advertising and can violate FTC guidelines.

Which usability heuristic, defined by Jakob Nielsen, states that ecommerce systems should keep users informed about what is going on through appropriate feedback?

Answer: Visibility of system status

Nielsen's 'Visibility of System Status' heuristic requires that systems always keep users informed through timely, appropriate feedback, such as progress bars during checkout.

A customer journey map in ecommerce is primarily used to:

Answer: Visualize the end-to-end experience a customer has across all touchpoints with the brand

A customer journey map documents every interaction a customer has with a brand from awareness through post-purchase, revealing pain points and opportunities across the full experience.