Reducing gap between customers perception of the product online and the product in real

University essay from KTH/Skolan för elektroteknik och datavetenskap (EECS)

Author: Saman Ali; [2019]

Keywords: ;

Abstract: Customer buying a product online creates a perception of that product in mind. If the product received in reality does not match their perception, it results in returning of that product. Small scale companies selling products online suffer if their return rates are high. Rabta is one such company who is facing this issue and want to minimize it through their product page design. It is interesting to study how a product must be displayed online such that it reduces this perception gap. In this thesis a double diamond approach is used. Data was collected through interviews, observation and videos. Results show that pliable interactive display can solve this issue to some extent. A prototype was designed with easy to integrate functionalities. Feedback from prototype testing reveals that sense of touch, sound and vision combined together can help in perceiving material and color of the product. If these two properties are judged correctly by the user, it can reduce the gap of perception.

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