The E-Commerce Experience Award recognizes the best overall user experience for online shopping and transactions, including website design, content, on-site merchandising, on-site search, integration of social, transaction-marketing based email, mobile (handset, tablet or both) and video engagement features for online shoppers.  The entry must demonstrate an outstanding e-commerce customer experience and show how the innovation led to a great customer experience, consumer engagement, positive website (versus product) reviews, and return on investment. 

Success may be measured by sales conversion rates, abandoned basket rates, page views/engagement, bounce-rates, click through rates, customer satisfaction measures, willingness to recommend rates, post-transaction survey result, referrals, unique visitors, number of repeat unique visitors/customers etc.

CONTENT REQUIREMENTS FOR CASE STUDY:

Introduction (100 Words)

Please include the following in your response:

• Name of retailer
• Name of e-commerce initiative/website address
• Name of website/design agency (if applicable)
• Summary of e-commerce initiative

Needs and Objectives (300-500 Words) – 20%

Please include the following in your response:

• The needs for the initiative, project or site
• A complete description of the initiative’s target market
• The objective or purpose of the initiative

Program Details & Results (600-1000 Words) – 70%

Please include the following in your response:

• Outline the creative execution of the initiative from concept to completion
• Describe how the initiative provides the consumer with an outstanding industry leading holistic retail experience, providing product information and/or purchase options, applying best-of-breed traditional or non-traditional merchandising principles to the online environment and utilizes state-of-the-art online merchandising tactics and strategies. Demonstrate how these tactics were measured and their results.
• Discuss how (if applicable) store operations or other department/teams were engaged and involved in the process to ensure positive customer experience
• Explain how the initiative improved the experience of such elements as: navigation, product selection and information, purchase options, fast loading pages, interactive content, security of purchase, e-mail follow-up/order tracking, speed of delivery, search engine optimization smooth and effective customer returns process, quality customer service and more. Describe how this helped achieve the ultimate goal of the initiative.
• Explain the collaboration of both internal and external stakeholders. Describe the impact the initiative had on all stakeholders (e.g. internal team collaboration, improved supplier relations).
• Outline the resources, budget and timelines assigned to the initiative. Explain how these resources were effectively used, budget targets were maintained and timelines achieved.
• Describe how the initiative was to be evaluated and if the plan met the assessed needs, if all components were delivered and if the overall objectives were achieved.
• Discuss the success of the initiative including applicable measurements: click through rates, referrals, sales, repeat unique visitors, and sales conversions.
• Elaborate on any other elements that you would like to highlight about the initiative

Supporting Evidence: Judged – 10%

Provide creative examples with descriptions (e.g. Images, user reviews etc.)

FORMATTING REQUIREMENTS FOR CASE STUDY:

1. Title Page
   (Must include Award Category, Name of Company and Title of Submission)
2. Table of Contents
3. Content Pages
   • Introduction
   • Needs and Objectives
   • Program Details & Results
4. Appendices (if applicable) and Supporting Evidence with description