Working with fhios has helped us gain a clearer understanding of how our customers perceive our site, and the problems they encounter while using the site on their own PCs. We can now use this information to continue improving the online experience of our customers.
Customer Experience Manager - Egg Plc
The MFI site provides customers with access to an extensive range of home products that can be researched prior to in store purchase or purchased directly thru the site. The site also provides customers with functionality such as 'request a brochure' and 'find a store' to support and promote offline sales.
fhios was asked to carry out usability testing of the site focused on achieving three main objectives: Provide insight into online customers use of the basket feature on the mfi.co.uk site; Provide a better understanding of customer's perceptions regarding price and value for money; Make actionable design recommendation to MFI to improve its current online shopping experience.
Fhios' usability study found that the MFI site and shopping process was rated highly overall by participants. The study did uncover areas which were confusing for some users however and which could reduce the overall effectiveness of the site as a sales and promotions tool. Fhios used the information gained in the study to develop a series of design recommendations that once implemented would improve the overall experience of using the site and remedy areas that caused confusion. MFI are currently acting on the recommendations provided.