The State of Transactional Email

The State of Transactional Email
The State of Transactional Email

In preparation for the fourth edition of our report on transactional email and confirmation messages (part of our Ecommerce User Experience report series), we conducted two user research studies: in-person usability testing, and a longitudinal diary study. The main types of transactional email received by our study participants were purchase confirmations, shipping notifications, delivery notifications, and registration/account updates.

Since our previous study of transactional email ten years ago, some things have changed. First, fear of spam has decreased , since we ran our first studies. Largely, this is a result of advanced spam-blocking tools. These days, recipients use the word “spam” to describe any marketing email that they consider irrelevant...






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The State of Transactional Email | Site Map Usability, 1st study

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