Back in September when we did our exhaustive shipping project on Detailed Image, one of the more interesting features was a system we developed to estimate the ship date and arrival date of the package based upon the delivery location, time of day (before or after our last shipment time), day of the week, upcoming holidays, and shipping service selected. It’s a pretty sweet system.
In the comments, Oke suggested that we include the day of the week so that the customer doesn’t have to peek at a calendar to figure out when their package will arrive. I agreed and quickly made the change.
Here’s what it looked like up until yesterday (the grayed out background was for emphasis…I would have taken a new screenshot but I forgot before putting the new version into place):
It was a very subtle feature. We thought we were making it obvious by putting it on the shipping line and by highlighting it every time the user changed their shipping preference.
Prior to September, Greg got a ton of questions like “when will my order ship” and “will my order arrive by…”. We also saw a lot of “uninformed” shipping choices – purchasing an expedited option to NY when the ground option would get there in one day anyway, or purchasing an expedited option on a Friday afternoon when no option would get the package delivered on Saturday. These cost the customers money and led to a lot of frustration.
We weren’t making those things obvious, which was something we needed to fix. Since September, we have seen a reduction in both, but not as much as we had hoped for. A few weeks ago we discussed how to make it even more obvious. Yesterday Mike and I put this into place:
The calendar graphic really jumps off the page. I’m sure it won’t eliminate the questions, but hopefully the large graphics will reduce them to a more acceptable number and alleviate much of the concern about delivery dates on the customers end.