CustomerService Information on Websites The HubandSpoke Model

Customer-Service Information on Websites: The Hub-and-Spoke Model
Customer-Service Information on Websites: The Hub-and-Spoke Model

As part of our recent research for the fourth edition of our Ecommerce User Experience report series, we conducted user studies to understand how people approach customer-service–type activities on the web and how websites provide support.

We conducted one large-scale study to discover general behaviors and usability across all areas of ecommerce websites, including customer service. A second study was designed to specifically gather data for the fourth edition of our report on the customer-service user experience, which is part of the overall ecommerce-report series. This more targeted study consisted of eight 90-minute remote moderated usability-test sessions with participants from across the United States. Each participant was given a subset...






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Customer-Service Information on Websites: The Hub-and-Spoke Model | Four Bad Designs

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