Interested in providing feedback on a site?

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  • BravoGolf Moderator 25 Jan 2012 09:40:16 12,740 posts
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    Edit: See page 2 with updated mock ups for feedback on new design :)

    I'm trying to elicit some feedback about the general usability of a website. Currently getting a lot of hits but most people drop off after the home page. It's hard to get their feedback as to why as naturally I've never got their details so would be great if you genius' could take a look with your pretty bloodshot eyes :)

    The site is basically a mechanism for providing a courier service for anything but restricted currently to Ireland and the UK.

    What I'd love to know is whether you'd understand personally what you're meant to do on the site, whether you'd envisage using it personally or not and the general appearance and design.

    Site: Scurri.com

    Edited by BravoGolf at 14:15:17 07-02-2012
  • BravoGolf Moderator 25 Jan 2012 09:41:39 12,740 posts
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    Also - I shall divide equally, but some more equally than others, free virtual cookies* amongst you all.

    *Cookies come at a cost of 345% their RRP.
  • nickthegun 25 Jan 2012 09:45:54 59,492 posts
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    I dont know the balance of irish to british users, but if the first thing I saw on the page was prices being quoted in Bank of Toyland money, I would probably close the tab too.

    ---------------------------------------------------------
    He totally called it

  • Nasty 25 Jan 2012 10:05:10 4,741 posts
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    You have no units of measurement. Make it all drop downs or sliders (hate that fucking word now, thanks wonga.com). People are lazy.
  • magicpanda 25 Jan 2012 10:15:42 13,340 posts
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    First thing. It's not immediately obvious what you do. I thought you sold packaging at first glance.
  • BravoGolf Moderator 25 Jan 2012 10:37:30 12,740 posts
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    Nasty wrote:
    You have no units of measurement. Make it all drop downs or sliders (hate that fucking word now, thanks wonga.com). People are lazy.
    Thanks chaps. Nasty - what do you mean? You think the entry fields for KG and CM could be confusing or too awkward? If so do you think the fields on this page for weight and size would be easier?
  • Load_2.0 25 Jan 2012 10:39:28 19,149 posts
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    Hah if you can get A4 sized envelopes to the UK faster than the post (5 days!) you will be on to a winner!
  • Nasty 25 Jan 2012 10:47:25 4,741 posts
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    @BravoGolf

    Yeah, something like that. Whenever I'm doing something like this, I try to preemtp thick people as much as possible. There are a lot of them out there.
  • X201 25 Jan 2012 10:47:26 15,271 posts
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    I think you need something like the "How Scurri works" banner at the top of the page. Quickly explain what it is and how it works.

    Also tried to get a sample price from Brum to Cardiff of a 1m cube @ 5kg and got the "Phone the office page". Standard things like that should always give a price.
    As a potential customer the fact that a price for such a simple item wasn't listed; I'd now be in the position where I've wasted time entering details only to be told to use the phone, something that I could have done in the first place and saved time.

    Edited by X201 at 10:48:04 25-01-2012
  • Nasty 25 Jan 2012 10:49:40 4,741 posts
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    X201 wrote:
    I think you need something like the "How Scurri works" banner at the top of the page. Quickly explain what it is and how it works.

    Also tried to get a sample price from Brum to Cardiff of a 1m cube @ 5kg and got the "Phone the office page". Standard things like that should always give a price.
    As a potential customer the fact that a price for such a simple item wasn't listed; I'd now be in the position where I've wasted time entering details only to be told to use the phone, something that I could have done in the first place and saved time.
    That or tie it in to a IM style "We couldn't get a price straight away but an adivisor will chat to you live shortly" type thing.
  • Salaman 25 Jan 2012 10:54:38 18,959 posts
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    Glad to see KG and cm as a European but I assume some UK folks would rather input non metric values?

    I typed in an existing UK postal code from memory (for the pick up location) , not 100% if it was correct or not. There wasn't any feedback that it knew or recongised the address. For the second postcode (drop off location) I wasn't sure what to put, so I put E17 on the assumption that it may only need the 1st half of the postcode or it woul dtell me if it needed the whole thing. Again no feedback either way.

    After I put in some values for wieght and size, I hit the button and was told it couldn't quote + provided a form to fill in.

    I suspect that may have been due to the second poscode but it didn't tell me why it couldn't quote. I wouldn't fill in the form though. Too much hassle.

    I then had a look at the porposed deals lower on the page.
    They offer a price fora parcel but it doesn't define what that the restrictions in terms of weight/size are. So I found it rather vague and unhelpful.

    Hope this helps?
  • speedofthepuma 25 Jan 2012 11:00:13 13,283 posts
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    Main issues have been mentioned so I'll summarise:

    1) Toyland money
    2) I tried a quote and it failed - that's enough for me
    3) Nowhere near enough porn

    I lurk. If I've spoken to you, I'm either impassioned, or drunk.

  • DaM 25 Jan 2012 11:00:37 12,991 posts
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    You should put the phone number in an international format too, so people know which country they'd be dialling.
  • Deleted user 25 January 2012 11:03:11
    It needs to have the units of measure on the side of the boxes, not in the box as once you start typing you can forget what you're supposed to be doing.

    Also it should be selectable as to the unit of measure as we dont all like this new fangled metric shite.

    Site doesnt resize to smaller windows, so I had to expand my window to see it all, which is a pita at work.

    When I put in some test data, it said you couldnt give me a quote, but gave no indication as to why. I'd tend to bugger off elsewhere rather than fill in an online form and wait to find out if you can assist me or not. I get the impression from the "Today" page that you dont do UK to UK deliveries.

    Help tab on the right hand side is an odd place to put it and not something I noticed at first.

    Live support is okay. Reasonably prompt and courteous.

    FAQ page needs to space out the links more and use a larger font. Looks a bit cramped and hard to read.

    "Home" button would be useful as its not immediatley obvious how to get back to another quote, especially from pages like FAQ.

    In "Pallet", "Parcel", "Other", is "Other" letters or something? Its not at all obvious.

    "Contact Us" is normally placed on the Bottom Right, not in the middle towards the left (nit picking)

    The image that is shown on the "transport directory" page should be on the home page. The first paragraph of the "about Scurri" page should be on the home page under this and you should have a "get quote" button on the home page, not a load of boxes.

    Address searching should be dynamic (maybe it is, but on my PC its just entering a post code and not doing anything with it. That may be because I dont have full flash here (work PC))

    As has been said, give the option to see the price in UK prices.

    I only "eventually" tried clicking on the "Scurri" Icon and was taken to what I assume was the homepage. Not clear at all that you can do that.

    Why is FAQ in Underlined Blue and also as a button just below it?

    Does "Feedback" not actually mean "Contact us"? If not, then why is a "feedback" button so prominently positioned?

    Not being signed in and clicking on "My profile" comes up with a confusing message saying "Signed in as - Sign Out"

    On the home page "UK" is written as "Uk" (Two instances)

    Putting in "Invalid" size and weight restrictions do not appear to be picked up automatically and flagged as errors. You'd expect this to be the case and not to have to click on a "Size Restrictions" link.

    Whats the difference between "Nationwide / National" and UK? Is one country specific?

    Hope that helps. Back to work for me.

    Think I'd put "How Scurri Works" above the "Get a Quote" boxes.personally./
  • Mr-Brett 25 Jan 2012 11:07:22 12,774 posts
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    Could the site be centre aligned? :)

    There doesn't seem to be a lot of reason to navigate beyond the front page, it contains most of the information you'd need so I wouldn't worry too much about that.

    As has been pointed out it's in which is fine but if you're going for UK business too it might be a good idea to have prices too (obviously that can be tricky because of fluctuating exchange rates).

    Portable view - Never forget.

  • Immaterial 25 Jan 2012 11:09:13 1,334 posts
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    Out of interest, did you design this or develop it, and do you have a background in doing websites? Just curious.

    Couple of things I've spotted:
    Your hero advertising should be in the top 1/3rd of the page, not hidden further down. At first glance you do not look like a company that deals with shipping, more with storage (or sofas).

    You really don't like drop-downs in the header- why's that?

    Why is the page offset to the left rather than centred? (Win7, Chrome).

    The quick picker breaks very easily (try pressing the back button on your browser after seeing the 'instant quote unavailable' message).

    As you're an Irish focus company, have you thought of going with a country-specific domain as well (Scurr.ie?) Might be a waste of money, though. Just a thouhgt.

    Hope you can make some money out of this- looks like a good niche.

    Think I'll just switch everything off.

  • TechnoHippy 25 Jan 2012 11:10:59 14,707 posts
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    A few comments:

    1 - Prices should be pounds sterling for UK users.
    2 - On IE8 (I know) the 'Find the best delivery' form doesn't fit in the blue background
    3 - Imperial measurement options for size and weight would be useful
    4 - Trying the quote form without entering size and weight results in a page that says quote cannot be given - surely it should just ask for size/weight?
    5 - Help button stuck on the left isn't very prominent
    6 - When the search box is on the left panel, the drop down box isn't pick enough to read what it is for.

    My books, contests, reviews and author interviews on my blog

  • henro_ben 25 Jan 2012 11:13:51 2,215 posts
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    I tried several UK postcodes and just got the "Instant Quote Unavailable" page & contact form every time.

    If the instant quote doesn't work then I'd be clicking back & trying another link from google myself...
  • BravoGolf Moderator 25 Jan 2012 11:28:23 12,740 posts
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    Wow, superb feedback from you all, thanks!

    @Immaterial: No, I didn't design it. My role is, in short, to help make the company profitable but, primarily, scalable. It's early days and that design was made without validating with customers whether it made sense. We've paid for a designer to help with brand identity and what not so wanted your feedback to help me understand what works and what doesn't. Definitely lots of excellent stuff coming up so this is great.

    One other question: The concept of the site is that we've bought off couriers their unused space and it's that we sell. If we exceed that excess space then our volume will be sufficient to negotiate a lower price anyway (which is what, say, Parcel2Go base their model on). I think, personally, that in addition to the reserved space we should have standard upfront prices with DHL and the like. Do you think that would help (presuming everything else written above is resolved)?
  • BravoGolf Moderator 25 Jan 2012 19:53:37 12,740 posts
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    One bump for the evening crowd
  • Khanivor 25 Jan 2012 20:29:42 40,547 posts
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    On pallet servies I'd like to know what weight and other restrictions there may be. Also any extra fees for these; all immediately visible. EG, are there overlengths?

    A service map which displays UK postcode zones, link on top banner.

    Feedback on why instant quote is unavailable. I didn't even know if I'd put in a wrong postcode.

    Selectable measurements. CM may be great for small packages but I ain't measuring up a bed in cm. I may want to use imperial measurements as well.

    I'd like info inputted on shipments to stick around a session till replaced.

    Images of some of the couriers you use, preferably of name brands, which would make me more comfortable.

    Does it have to look like it's hosted on wordpress ;)

    A 24 hours response on email reply is not going to cut it; not even remotely on the same planet.

    To answer last question, I'd prefer one website to ship them all rather than a niche, especially if I may quickly learn that the nature of that niche means I'm not going to be able to get a quote.

    Also might want to advertise extra discounts for accounts.

    Edited by Khanivor at 20:32:27 25-01-2012
  • BravoGolf Moderator 26 Jan 2012 10:46:45 12,740 posts
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    Great, good points Khanivor :)
  • brokenkey 26 Jan 2012 10:56:34 6,984 posts
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    Last time we had one of these requests, it was for a sex toy site with offers of future discounts. Never came to anything.

    3DS 3497-0122-1484
    XBL/PSN/NNID: CptnBrokenkey

  • BravoGolf Moderator 26 Jan 2012 12:37:43 12,740 posts
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    Hehe, I remember that :-D I think that's live ...
  • BravoGolf Moderator 26 Jan 2012 12:38:43 12,740 posts
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    Tell you what - after the redesign (Feb/Mar) I guarantee each poster who contributed in this thread a free delivery to anywhere in the world* :)

    *UK/Ireland only.
  • Jeepers 26 Jan 2012 13:26:09 13,175 posts
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    I tried the site with an average shoebox sized parcel, weighing 1kg, posted from Brighton to Portsmouth and got a "Quote unavailable".

    That'd stop me returning ever, I think.

    The design is ok, but I agree with earlier posters who mentioned that it was unclear precisely what it is you do. A short 'elevator pitch' at the very head of the site would be a great help: "We help you find the cheapest way to post stuff in the UK and Ireland" or similar.
  • Khanivor 26 Jan 2012 14:45:29 40,547 posts
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    What's the deal with the 'Man with a Van' service? Is it as informal as it sounds or are you selling space on LTL truckloads? If it's the latter you could have a good market opportunity and need to make it clear. Click on 'more' only to be told I can't get a quote is, as said, a site killer.
  • BravoGolf Moderator 26 Jan 2012 19:39:12 12,740 posts
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    What's LTL? It's basically unused space on lorries and hauliers who would or could do all the awkward things a courier wouldn't bother with.

    This is all excellent feedback, I'm genuinely grateful to y'all.
  • Khanivor 26 Jan 2012 19:53:15 40,547 posts
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    Less Than Truckload. Shipping items too big for a courier truck but not requiring using all the space in a trailer. Stuff that would be shipped by a trucking company line. So, say, if you needed to ship a canoe you wouldn't use UPS or DHL but a company which ships goods from a factory to a store. If I were to use that site that's what I'd be looking for.

    Which brings me to ask what sort of delivery options are available for large items, such a residential, forklift required, commercial or to be picked up from a terminal.

    I'd also like to know what sort of insurance is included in the price, such as value and who deals with any claims.

    The site claims no hidden charges but we use some of the largest brokers in the US and they can't claim this as certain items are going to cost more based on a wide variety of parameters - many of which we can select, like those above - and yet this site doesn't appear to even give me that option. I'd be well dubious of a claim like that, especially when you're also claiming to be choosing for 600 carriers. With that many companies one of those is probably changing their terms and fees on a daily basis.
  • Deleted user 26 January 2012 20:01:36
    As has been mentioned, it needs more info about what it is and why people should use it instead of other sites. A single sentence at the top and then a link to a second page with a lot more detail including customer testimonies would be great.

    Given I do the word stuff for a living now, I'm more than happy to help out on that if you want.
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