Zappos – a web site that works

I’ve been using Zappos for a while – it’s a great example of how a web-based service can and should work.

Here are my positive pieces:

• if you know what you want – it’s really easy to find and buy a pair of shoes. Look at real shoes in a real shop; buy online. (Oh how traditional stores must hate that)
• if you want to look for something new – it’s nice and clean navigation to find what you want to compare. The images of the shoes look clear and realistic. That’s good.
• great shipping policy. Free shipping – I’m often ‘upgraded’ to 2 day priority at no cost. That’s just splendid.
• excellent returns policy. Print out the return label online; put it on the box; arrange pickup. No cost, no hassle. Compare this to other online stores (urg – Swatch are awful for this) where they issue an RMA then make you ship the product back. Or they ship you a return document. It’s all time and hassle.
• feedback on purchases. Just like any other successful site you can comment on the goods purchased (shoes – how much can you say about a pair?) and on the service itself.
• purchase history. I liked those shoes so much I’ll buy some more. Or you can view what you did purchase and look for similar things.

Overall Zappos is pretty splendid.