RATING: 6/10
Harvey Norman is a great example of a "clicks-and-mortar" site, as customers are familiar with the level of service provided. The site can refer customers to "visit your nearest store" to discuss matters such as becoming a "business partner" member, but perhaps this is not the best use of the technology. Rapidly rotating ads featured on the navigation frame is the quickest way to kick many customers out of a site. One tester commented they felt dizzy from the motion. Apart from this, the site is quite well designed, especially for first time buyers.
Hits
- Clean presentation of products with pictures and a brief description.
- The site features an expandable left-hand navigation bar. More sites should use this.
- There is a quick navigation drop-down menu that allows easy access to several features, such as databases on previously purchased products and the location of registered repairers.
Misses
- Several links needed either updating or more information. For example, the "Specials and bargains" feature contained only one item on the day of review.
- Frame space was not used to the best advantage, as features such as "Search" and "Help" were not given enough presence.
- Not enough feedback was provided in search results and product links.
Purchasing process
- The shopping cart is located in the navigation frame, yet more detailed information on items contained could be provided.
- After adding an item, customers are presented with "Need help? or contact us by phone" in bold text. This does not help customers build confidence while shopping online.
- When checking out, customers are asked to choose between three different shipping methods without any assisting information to help them choose.
- Orders are placed with local regional stores.
Members Benefits
- Unfortunately, Harvey Norman has decided to cancel its "Loyalty Program".
- Promotional e-mails are sent to registered members to inform them of any current sales that may be of interest.
Search facility
- The search function is on the homepage, yet this is not obvious. It is unclear how this works.
- The search function needs developing. When "no results" were available, the recommendation was to contact your local store.
General Usability
- Product descriptions are displayed by spawning a new window. This is undesirable as novice customers may become disorientated and start clicking on the wrong browser system.
- The expandable left-hand navigation bar allows quick transitions between content categories; however, this could be implemented better than is currently the case.
- The colours used affect the readability of the top and left-hand menu bars (eg, white on blue, yellow on blue).
- More feedback is required from the site. For example, our tester, having selected furniture, was expecting items to appear in the main window, but instead the menu had expanded and offered more choices without the customer realising this change had occurred.
- The site offers a good comparison feature.
- The site does not comply with W3C accessibility guidelines.
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