There is one website that I absolutely love shopping at – And I’m not sure if it’s the clothes or the ease at which I navigate the website. For starters, It’s very aesthetically pleasing. I know I’ve been to some websites that even if the clothes are nice, if they are not displayed right I am less likely to purchase them. For me – Madewell.com is my peak customer journey. Today I am going to tell you why. Other websites – Take note!
For starters, talk about signifiers. The search button, favorites, account, and bag are all easy to access. Four things that I click frequently during my customer journey. On top of that, the whole conceptual model is clean and well built. The site is never too distracting and I can always quickly access what I’m looking for. Everything leads to exactly what I would expect. The entire process is not only manageable but enjoyable.
They also do not try and hide sales from me or promo codes. I know some websites make these impossible to access. One minute you see it and the next you don’t – As a user you lose out on your 25% off and that can be frustrating – or you go on a wild goose chase trying to find it again. I also trust the site which is very important and underrated. It logs me out but makes it easy to log in again and remembers my favorites, etc. I receive my orders on time. If I need to reach customer service, they are only one chat away, which is perfect for me while I am at work.
Now, for the grand finale, it’s time for me to tell you my favorite part of the whole website – The fact that they remember my credit card number. All I have to punch in is my CCV number and my purchase goes through. It’s also the biggest downfall to my bank account!
As you can see I have a serious crush on the customer journey that is shopping at Madewell.com, and unfortunately for my bank account I don’t think it’s going away anytime soon!