Website Design & Build

eCommerce Fulfilment Best Practices

We’ve distilled our knowledge from years of working on large scale eCommerce websites, conducting user research and data analysis so we can share what best practice eCommerce UX design looks like with you. Last up - the last mile experience.

While fostering a positive and lasting impression starts on your website’s homepage, an exceptional ‘last mile’ experience is undoubtedly where this relationship is cemented. After all, it’s only when the product arrives in the customer’s hands that the sale is complete.

It’s worth considering some facts: on average,1 item out of 10 bought online is returned and this is usually higher for clothing and fashion companies. A clear and simple returns process is a key part of the complete user journey.

A good experience at the last mile therefore has the potential to ensure happy customers become repeat customers and advocates for your brand. Meeting today’s customer expectations requires brands to put customer convenience at the forefront of their service strategy.

Which of the following do you offer?

• A flexible delivery service offering nominated day, time slot or priority delivery options

• Free returns that are possible through the customer’s channel of choice:courier collection, post office drop off or in store processing

• Swift response times to queries – brands initiating a response to live chat queries within 3 minutes while customer enquiry email sshould be addressed ideally within 12 hours

• Providing continuity of brand voice in the unboxing moment with thoughtfully packed and ‘unboxing’ worthy parcels

Further Reading