Vol. 12: Transactional Email, Confirmation Messages, and Notifications
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5th Edition
Part of Series: Ecommerce User Experience
Automated emails and notifications are crucial methods to inform a customer of their transactions — purchases, returns, account changes, contact requests, and other types of confirmations.
Well-designed transactional messages can establish trust in your brand and save you money by reducing customer service costs. This report explains how real customers interact with emails and notifications they receive from organizations, from the moment they receive the message (where many are ruthlessly deleted or ignored) through their consumption of the message content.
This 345-page report contains 143 recommendations for improving the design of transactional messages that are generated automatically (the report doesn't cover human-authored customer service). Discussions and 247 screenshot illustrations supplement the findings.
Categories of Email Messages
The information in this report is based on five separate rounds of ecommerce studies for this and the previous four editions of this report. These studies included a mix of the following methodologies.
Representative users tested 350+ ecommerce websites. The studies took place in the United States, the United Kingdom, Denmark, India, and China.
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