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Headsets.com Site Review (another opinion wanted)

• We've got a new web site almost ready to go live. We're headsets.com and the site sells, you've guessed it, headsets. I want someone to review the site from a "user perspective" and give me feedback. Our typical user is a person in a business buying headset/s for themselves or for others. Sometimes they know what they want, sometimes they don't. I'd like to get three different reviewers to go through common tasks and explain whether it was easy or hard. I'll happily pay for THREE reviews, so i've posted this three times (if it will allow me). CLARIFICATION; we're want to get feedback from a USERS viewpoint rather than a Web designers or techincal viewpoint. One thing, the search will not work until we actually go live, so it will be of no help to you. Fortuantely we have alternate ways to find what you are looking for. Please report any bad links, broken images, missing prices, etc. So without further ado, please follow this link: "http://www.headsets.com/newsite.html". This will set a cookie that keeps you in the "new site". Then click on the link "www.headsets.com". This will take you to the "new" homepage. Please tell us your first impressions; things that stick out or draw your eye, things that you think are missing or things you didn't think belonged on a site that sold headsets. Then I would like you to go perform 5 common tasks that our users face: 1. All you know is that headsets let you talk on the phone hands-free. Where would you go to find a headset right for you? 2. Return to the homepage. OK, now find a headset for your Nokia 8000 Series phone. 3. Return to the homepage. OK, your company has an AT&T Definity multi-line phone system. How much is the corded headset and wireless headset that will work with it? 4. Return to the homepage. OK, you saw the Plantronics Encore Binaural Headset (H101) in our catalog and want to buy it, but you want to know what "Binaural" means. Where would you look? (remember you do not have the luxury of the search) 5. And finally, how would you find out how much we charge for shipping and what our return policy is. Thanks for your time.

• Answer:

  Hi headsetsdotcom, Please tell us your first impressions; things that stick out or draw your eye, things that you think are missing or things you didn't think belonged on a site that sold headsets. Then I would like you to go perform 5 common tasks that our users face: My very first impression was that I liked it for these reasons: 1) professional looking 2) not too "busy" 3) no flashy graphics 4) loaded fast 5) nice colours 6) customer service seems to be important to you After staying awhile, I still liked it: 1) nice logo 2) Live Help available 3) guarantee up front 4) your address and phone number upfront 5) international orders possible 6) take credit cards 7) quite a bit of info but not a huge page - easy to scan around 8) yes, customer service is definitely important to you 9) toll-free number available 10) I like the addition of the Buyer's Guide alot - you don't just have stuff for sale 11) Weekly Special - good idea 12) The little blurbs for the "Are you looking for..." items are good. Suggestions: 1) "last updated" date 2) 60-day Money Back Guarantee & 100% Satisfaction Guarantee (check spelling - guaruntee) 3) I like the fact you have the guarantee up front, but perhaps it is a bit too much - there are six buttons and six links advertising 'free' and 'money back' and 'guarantee' and 'satisfaction'. Personally, I would get rid of half of them, either the buttons or the links. I'm left with a nagging feeling that your business gets alot of items returned. It would be better to emphasize the positive, rather than the negative. In fact, couldn't the "100% Satisfaction", "60-Day Money Back Guarantee", and "Free Return Shipping" be combined into one, simply called "Our Guarantee"? 5) "Why buy from Headsets.com?" Your response is the guarantee, etc. Wouldn't your first response be for the quality of your products? 4) How about moving the "Satisfied Customers" down and moving the "Weekly Specials" up (switching them)? That way, the Weekly Specials would be up on that top row of "Are you looking for...". A definite eye catcher. 1. All you know is that headsets let you talk on the phone hands-free. Where would you go to find a headset right for you? New to Headsets? Headset Wizard, what a fabulous idea. 2. Return to the homepage. OK, now find a headset for your Nokia 8000 Series phone. Sorry, I looked for ten minutes and couldn't find Nokia mentioned anywhere. I tried again later and still couldn't find it. 3. Return to the homepage. OK, your company has an AT&T Definity multi-line phone system. How much is the corded headset and wireless headset that will work with it? Plantronics Corded Headsets sorted by Manufacturer (24 models shown) $44.95 - $29.95 Plantronics Avaya LKA10 Wireless Headset System $349.95 (took about one to two minutes to find both) 4. Return to the homepage. OK, you saw the Plantronics Encore Binaural Headset (H101) in our catalog and want to buy it, but you want to know what "Binaural" means. Where would you look? (remember you do not have the luxury of the search) Buyer's Guide: Glossary A style of headset with speakers for both ears. Typically these offer the user a greater degree of caller focus. 5. And finally, how would you find out how much we charge for shipping and what our return policy is. Shipping: "Free 3-day Shipping" button. Return Policy: I clicked on the "100% Guarantee" button at the bottom of the page at first. It didn't really explain the nuts & bolts of your return policy, so I tried the "Free Return Shipping" button, which was the better button to push. Thank you for giving me the opportunity to test your website, I enjoyed it. Except for not being able to find a headset for the Nokia, everything went well. It's obvious you have put alot of thought and work into your site and it is a job well done. Most importantly, I now know more about headsets than I did before I started work on your question! Hurry up and get it "Live" in time for all of those Christmas shoppers! If you have some supplemental questions for me, I will be happy to have another look. Sincerely, hummer