Enhancing User Experience in Fashion m-Retail: Mapping Shopping User Journey Using Google Analytics, Eye Tracking Technology and Retrospective Think Aloud Interview
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引用次数: 0
Abstract
Abstract With increased mobile traffic to fashion retailers’ websites, conversion rates are lower than for desktop users. Mobile consumers more readily abandon retailers if not satisfied with their shopping experience. There is a dearth of literature involving Google Analytics to analyze digital consumer shopping behavior and customer journeys. Retailers need to innovate the ways they approach the vast amount of digital analytics data. This research highlights the need for continuous auditing of Google Analytics data to ensure retailers understand the behavior of their mobile consumers and respond to their needs accordingly. A multi-method research design incorporated mobile fashion consumer data from Google Analytics, innovative mobile eye tracking technology and retrospective think aloud. A comparison of consumer shopping journeys showed that a Digital User Journey Mapping Framework based on eye tracking data can be used to audit Google Analytics datasets and to understand what elements of the fashion retailer’s website consumers prefer to interact with. Retrospective think aloud interviews complementing eye tracking experiments define how digital user experience can be improved in fashion m-retail. The shopping journey map framework can be used for mobile fashion consumer behavior analysis, auditing Google Analytics datasets and enhancing digital user experience.
期刊介绍:
Fashion Practice fills this major gap by providing a much-needed forum for topics ranging from design theory to the impact of technology, economics and industry on fashion practice. Interdisciplinary and wide ranging, Fashion Practice addresses the entire business of fashion, including: innovation in fashion design and practice sustainability and ethics within the industry micro- and nano-technologies within the fashion context “smart” textiles and digital fashion materials, design, concepts and process fashion consumption and production from retail/e-tail to performance fashion new developments in fashion and clothing retail.