76% of consumers say that a detailed product page is essential for their online shopping experience. And more than half of consumers will leave and purchase from a different retailer if the site doesn’t load quickly enough.

It’s safe to say that web design and functionality can make or break an ecommerce site. And as a result of closing physical stores and shifting operations online, retailers are eager to invest in new capabilities, upgrade existing ones, and find new ways to connect with shoppers in real time.

Our researchers visited the websites and mobile apps of the top 100 retailers in Digital Commerce 360’s Top 1000 online retailers in North America to conduct real-life online shopping tests. We collected data on a variety of tools and messaging elements including interactive quizzes, self-service virtual try-ons, virtual appointments, augmented reality and more.

The 2021 Web Design & Customer Experience Report examines the results of these tests, and reveals how retailers can increase conversion rates and exceed customer expectations. This report covers the state of ecommerce web features and how they enhance the customer experience, including new insights into the online shopping innovations many retailers are making and consumer perception of website functionality while shopping online.

View the table of contents for full details on what’s included in the report.

Published December 2020