Summary of PnP User Testing

Online Shopping

The first task of the User testing was to find and purchase certain items online. I first had to register for online shopping which proved to be an easy process. The products were quite easy to find after getting used to the inventory structure. One issue however was that there was little (if any) product information available. This lack of information also ensured that there are no evidence of upselling or cross selling where similar products could be introduced and marketed to customers based on product attributes, price and specifications. A shopping list can be created where customers can add products and save them in the shopping list for future reference. Payment was an easy process that felt secure since the site is verified by Visa. The online shopping experience is a pleasant one.

Lifestyle

The website in general is very cluttered with a variety of information. The segmentation of information doesn't work at all. Buttons on the top navigation bar don't follow a logical order and the small link to the online shopping site is easily confused with another one on the navigation bar. “Why would the link that takes you to www.picknpayonline.co.za display the URL www.picknpay.co.za?” The links and buttons are then easily confused. The homepage should be an introduction to the site containing logical links to other catergorized pages. The Pick 'n Pay homepage is too cluttered with too much information begging for the user's attention.

Involvement

Pick 'n Pay is onvolved in many CSI initiatives and supports a wide variety of communities. This information is not structured within a certain page in the website. It is mostly scattered over the main webpage. This makes finding information on these events quite hard. There should be a section in the website dedicated to documenting these initiatives.

Corporate information such as year end results, management structures, etc. is available online but is not structured effectively within the normal website. This information is available and well structured on the www.picknpay-ir.co.za website. The normal PnP website should only mention the investor relations website briefly and provide one single link to that site. In essence PnP should only have two urls namely picknpay.co.za (dealing with lifestyle issues such as online shopping, recipes, CSI, etc) and picknpay-ir.co.za (dealing with all investor relation issues, management structures, etc.).