Staples.com offers several bad design features for users, which I just discovered in spending 30 minutes trying, and failing, to buy stuff there.
One feature is punishing users for their own inventory choices. If you search for an item which Staples no longer carries, the site simply claims that there is no such widget. A "we no longer carry widget X" response, along with "here are some related widgets" would likely draw the customer into another purchase. Instead the user is thrown back on their original search.
"related widgets" - there is no such function. Each item exists in isolation, knitted to the rest of Staples' inventory only by a bread crumb trail leading to broad categories. One should not be surprised to not find a "customers who bough Z also bought Y" function. And no recommendation network.
Better still, Staples.com hides some restrictions on your purchases. When you begin a session, you're required to enter a zip code. According to a Staples service rep, who I reached by phone, if your location has shipping limitations, subsequent search results are limited. For example, heavier items can't be delivered by UPS to some parts of central Vermont... so they simply don't appear on searches. There's no warning on the site ("widget C cannot be shipped to your location..."), no nudge to another location ("...but can be purchased from stores in zip code ZZZZZ, click here"). Some results simply don't appear, and the casual user has no idea that they've been blocked. Are there other such restrictions on Staples.com? Who knows, since we aren't told?
On top of that, the site uses scripts to render each hyperlink, disabling many right-click menu options. So no tabbed browsing, no saving or sharing links from a page. It's a forced linearity, keeping the user along certain aisles, er, paths. And adds time to rendering each new page, when clicked.
Treating customers without transparency, not designing a site to make more purchases attractive - it's almost as if the intention was to reproduce the physical experience of walking through a large store, rather than taking advantage of what the Web can offer.
There are, unfortunately, many sites like this, demonstrating distrust for customers, and assuming we users cut them large amounts of slack.
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