ACTIVITY 7: Heuristic Evaluation

SHEIN
Link: https://ph.shein.com/?ref=www&rep=dir&ret=ph

Introduction
Shein women apparel is an international online fashion marketplace. It is a B2C fast fashion e-
commerce platform. Tho ugh Shein mostly focuses on women apparel, it does offer lots of products
under various categories such as men, children, shoes, and other fashion accessories. Shein is an
international B2C fast fashion e-commerce platform.
SHEIN prides itself on offering on-trend styles catering to both young women and teens, that
won’t break the bank. SHEIN adheres to the concept that "everyone can enjoy the beauty of fashion."
SHEIN is able to stay on top of the latest fashion trends from around the globe while rapidly bringing
these styles to market. So whether you're searching for boho dresses and graphic tees or patterned blouses
and chic swimwear, SHEIN is the ultimate one-stop-shop for the modern yet economical fashionista. It
aims to promptly offer stylish quality products at appealing prices to every user in the world.
SHEIN now ships to over 220 countries and regions worldwide. With websites supporting the
United States, Spain, France, Russia, Germany, Italy, Australia and the Middle East, SHEIN ships from
one of its many globally positioned warehouses. SHEIN continues to thrive due in part to the company's
values in controlling the excellence of in-house production. SHEIN aims to provide the highest value
trendy pieces while also being dedicated to quality, value and service.
Features
 Easy login & registration- Streamline the process of logging into your app by simplifying
registration forms, allowing customers to use their email address as the login, letting them log in
via external accounts such as Facebook or Google, or with an individual passcode. Easier access
translates into a higher conversion rate and sales volume.Users don’t have to fill in a lot of data to
start using the app. Such an easy entry point makes a mobile online store much more accessible.
 User-friendly product filtering and sorting- If you offer a wide range of products, you need to
implement functional sorting and filtering options. By reducing the number of steps a customer
needs to take to find the product they need, you’ll increase sales and deliver a positive user
experience – as a result, building a sense of brand loyalty in users. Thanks to this feature, users
can quickly find the products they’re interested in, without having to browse your entire offer.
 Detailed product descriptions- By providing customers with extensive product information,
you’ll reduce the risk of product returns, rash purchasing decisions, and client dissatisfaction.
Customers interested in buying a product can check its details such as type, size, weight, color,
material, and warranty. They have all the information they need available in one place.
 Product gallery- A product page is incomplete without a proper product gallery that includes at
least several pictures of the item. Some customers hesitate to buy online because they can’t assess
the product like in a traditional, brick-and-mortar store. By adding many item pictures that show
the item from different angles and in different contexts, you’ll address this problem efficiently.
Thanks to a gallery, customers get to see a product from many different angles, which brings
them closer to the enjoyable shopping experience in a brick-and-mortar store. You can also offer
3D product visualizations where users can intuitively turn the product around to see it better.
 key e-Commerce mobile app features examples
 Shopping cart- This feature is a must-have in any online store, and mobile shopping apps are no
exception. By adding a shopping cart to your store, you build a positive user experience and
allow customers the flexibility they appreciate while making purchases. Adjusting your mobile
commerce app to the preferences and behaviors of users is critical for its success. A shopping cart
allows customers to realize their purchase in several stages when they find it comfortable. For
example, a user can add a product to the cart, and if they don’t want to proceed to checkout
immediately, return to it easily. That way, adding products to the shopping cart once again isn’t
necessary, saving customers their time.
 key e-Commerce mobile app features examples
 Shipping options- This feature informs the user about the available shipping options (must-have)
and can display how much each of them costs (nice-to-have) or what is the estimated delivery
time for each option (nice-to-have).
 Order summary Many online stores provide users with a short-order summary before taking
them to the payment screen. By providing users with an order summary they can verify before
payment, you eliminate the risk of returns or order mistakes, which take time and money to
resolve, affecting the user experience negatively. The user can check whether their order includes
all the items they wanted to purchase and no more items than they need. They will also see the
total amount to be paid, including the costs of shipping chosen in previous stages.
 Secure and easy in-app payments - By offering the customer a selection of secure payment
methods, you streamline the process of completing the purchase and deliver a great user
experience. Customers can use this feature to pay for their order quickly and securely. Payment
gateways offer many payment options such as online transfer, credit card payment, paying with
mobile wallets like Apple Pay / Google Pay / Amazon Pay / PayPal / Samsung Pay, and more.
 Returns and checking the return status - Online shopping can be tricky, and products
customers receive sometimes depart from what they imagined to be, or one of their features is
wrong (for example, size or color). That’s why developing a smooth returns process is so
important. By offering a clear returns procedure and the option to check the status of returns
easily, you’ll enhance the transparency of your store and become more trustworthy in the eyes of
customers. Users know that returning products will be easy, so it eliminates their fear of a
misguided purchase.
 Checking the shipping status Another nice-to-have feature many online stores provide is the
option to easily check the shipping status of items ordered in the store. Offering this option helps
to boost your transparency and enhances the quality of interaction customers have with your store
after completing the purchase. This feature helps to estimate the arrival date and time of the items
customers purchased in the online store.
 The number of items users are seeing/left on the list- Online stores with a broad product
offering usually display products on lists. It’s a good design practice to indicate how many items
a specific list contains and how far along the customer is when browsing your offer. Delivering a
great user experience on mobile apps can be challenging because of loading time. You can
mitigate the risk of users abandoning your offer by showing them that there’s something worth
waiting for. This feature enhances the overall user experience and helps customers to quickly
check how much there’s still left to explore in the store’s offer.
 Checking item availability in specific locations- This feature can be especially useful if your
online store operates at a national scale, and your brick-and-mortar stores spread across many
locations. This feature streamlines the purchasing process. Geolocation is a helpful feature for
users that want to check where the nearest store is where they can see the item or to which they
can ship.
 Item availability reminder - In many online stores, users can tick this option to get a notification
when the product they would like to buy becomes available again. This feature enables users to
quickly set a reminder for a product they want to buy and are willing to wait for it.
 Wishlist - Adding items to wishlist is something many online shoppers are used to do while
browsing their favorite online stores. Your app should translate that experience to the mobile
world. Customers can take advantage of this feature to mark the items they like without having to
add them to their shopping cart.
 Flash sales and discounts- Sales and promotions are just as effective in mobile shopping apps as
they are at brick-and-mortar shops. You can easily notify customers about upcoming events if
they wish so. Adding this feature improves the user experience and increases sales at your store
because you’ll be reminding customers to make purchases on a regular basis.Customers can get
notified about attractive sales or discounts as soon as possible.
 Product scores and reviews- The opinions of other users are the driving force of sales today.
They help to build your reliability. That’s why so many online stores allow their users to rate
items and add comments where they share their experience with products. Access to the user
rating and comments is invaluable for users who want to choose the best product on the market.
 Integration with an online store- To streamline the shopping experience, online stores often
allow customers to switch devices and access their products seamlessly. Just like many other
features listed here, this one allows us to proactively address the needs and preferences of
customers, delivering a more pleasant experience, building loyalty, and increasing sales. When
setting up an account on the desktop online store, customers expect to connect that account to the
 mobile app. That way, they can start their shopping while using their desktop device and
complete it via a mobile device (or vice versa).

Functionalities
Shein women’s clothing targets almost all middle east countries, along with eminent countries like
America, Europe, India, and Australia, to extend its consumer market to a higher level. This renowned
brand of clothing got launched in October 2008, and since then, it has been the most significant
international fashion marketplace for most of the customers worldwide. The main philosophy of Shein
women’s clothing is that everyone should enjoy the beauty of fashion, and since its day of inception, it
has been only reaching its goal more broadly every day. The fashion business of Shein clothing is so vast
that it covers more than 240 regions and notable locations all around the world.
 Log in and search - The success of a shopping app depends on many factors. One of those
factors is the features of the app. The user is first drawn towards the features of any app that they
download. You need to provide the users with a user-friendly login for letting them have a
seamless experience. If the login is difficult there are chances that the users might drop the idea
to explore the app further and will try some other apps with simpler yet attractive logins. Another
important feature is the search product. The search option on your app is the heart of your app.
You cannot afford to ignore the search feature if you wish to develop a successful online
shopping app like Shein. You need to make the search feature quick and user-friendly as the
users do not like to keep waiting for any of the search results. The fetching time required by the
search button needs to be made the minimum. You can make your app rank among the best
fashion shopping apps just by focusing on these basics.
 Add to Bag, Checkout, and Shipping - Other important features that should be considered
while developing a shopping app are when the user adds the required items in the bag, he should
get the exact amount displayed on the screen that needs to be paid. After that, the user deals with
the checkout feature which has to be seamless enough to let the user have easy checkouts. In
addition to the checkout, the shipping feature has equal importance. When you think of providing
a user with an amazing shopping experience, you need to understand that the users consider
overall features while rating any app. While they review an app that review is based on the entire
shopping experience. Hence, the user should be provided a smooth shipping feature also.
 Payment Gateway Integration - No shopping app is complete without payment gateway
integration. This is the most important feature for providing users with secure payments and
multiple payment options. Compromising this feature means the failure of your app. Using this
feature ensures that users can make payments easily within the shopping app. When it comes to
online shopping, users demand cashless and convenient transactions and payments. So,
integrating a payment gateway in your app lets your users pay through credit cards or mobile
wallets. You can choose an extremely secured solution from the available ones while integrating
the payment gateway.
 Instant Customer support and Push notifications - The technical system can get disrupted at a
point of time. But, when things go wrong, you need to support your users with instant customer
support through chats or calls through the app itself. This ensures that your customer doesn’t
have to go anywhere else to solve their queries. This feature is an assurance for your customers
that you care. This can definitely help you make the most of your app. You can add human-like
chatbots which can attend the users from time to time with 24/7 support.
Pros and cons of the website
Pros
 It comprises many eminent products that come at low prices compared to most of the online retail
marketplaces.
 The Shein online marketplace comprises of the most and great amount styles in each category.
You can easily explore your desired product at Shein online retail shop.
  Unlike other online shopping agents, Shein provides a more significant amount of size range
where a customer can choose his correct size measurement of the product needed.
 Shein is the one-stop fashion shop for every category of fashion apparel.
 Every day, new and updated products get added to the Shein women clothing store.
 All clothes and products get designed based on the latest trendy fashion available in the market.
 Shein is the only fashion market place which provides international shipping for all its customers
around the world.
 More easy return and refund facilities help the customer in returning the product if he doesn’t like
its quality. This clothing range also provides eminent sales every time and promotes lucrative
offers and discounts to attract some customers.
Cons
 Though Shein promises and strives hard to provide the best quality in its products, some of the
products in the marketplace do come at a lower level of quality.
 It comprises some see-through materials in its products, which might provide a level of
discomfort to most of the women customers.
 Though it provides an ergonomic range of size to choose for its customers, sometime, the product
ordered might not fit you well or come in the wrong size range.
 As the languages offered by the customer service is of a higher level, some people might not be
fluent in English, and it will be tough for them to connect their grievances to the customer service
executive. This problem happens a lot at Shein India, as the local language there is Hindi, which
the executives do not speak. This problem is of more pressing concern as Shein also comprises of
a considerable customer base in India.
 Sometimes, the shipping might get delayed due to adverse weather conditions that the customer
has to bear, and there are also chances of misplacing your products.
 The refunds might get problematic depending upon your payment mode as Shein is an
international company, and providing returns for some national banks and co-operative banks will
take a longer time than usual.
Suggestion and recommendation
 We are living in the digital era and right now, almost all our problems have a digital solution.
Same is the case for shopaholics. People who love shopping, now no longer have to visit the
market and go to each shop one by one to buy what they want. All they have to do is to scroll on
their phones, checkout different online shopping sites and then add things to cart to get them
delivered. In a nutshell, these online stores have made shopping easier and more convenient for
people which is why, in the upcoming few years, it’s expected that the eCommerce industry will
take over the retail stores One of the major issues with online shopping is that the customers can’t
trust a site or a store with the quality. Shein promises and strives hard to provide the best quality
in its products, some of the products in the marketplace do come at a lower level of quality. Their
website is aesthetic and a user friendly. SheIn is definitely a legit company however, shopping
with them is almost based on luck in terms of quality – sometimes, you get what you pay for. Not
everything is what you see is what you get, I recommend reading the SheIn reviews on every
product to see what shopper comments say about sizing and quality for that particular piece.
Their best-selling clothes tend to have thousands of reviews. Plus, many people upload helpful
pictures of them wearing the clothing to show what it actually looks like. Their sizing chart is all
wrong and isn’t consistent item to item. Although items are returnable but not all are, items like
swimsuits, bags and accessories are not returnable to Shein and returning items are a hassle and
pricey. Maybe they could lower the price for returns and make return of items easier. As the
languages offered by the customer service is of a higher level, some people might not be fluent in
English, and it will be tough for them to connect their grievances to the customer service
executive. This problem happens a lot at Shein India, as the local language there is Hindi, which
the executives do not speak. This problem is of more pressing concern as Shein also comprises of
 a considerable customer base in India. They should have a option for different languages. Overall,
Shein app is a nice application and I definitely recommend it. They should offer an personalized
content, personalization is a key marketing trend in retail and beyond. An e-Commerce mobile
app can deliver personalized content in many different ways, offering users a new way to interact
with products and brands. An example of personalized content can be an article that shows how
to choose the best product for a given requirement – for instance, “How to pick the best dress for
your body type”. You build your position as an expert and trendsetter. Personalized content offers
the information users need to complete the purchase, get inspired, learn more about a topic, or
solve a problem
 They should add a personalized product recommendations & item feed. Customers looking for
other items can take advantage of these informed recommendations to get access to the products
matching their taste and quickly complete their purchase.
 Personalized content help to expand your reach and increase engagement with your brand,
ultimately driving customer loyalty and improving the conversion rate. It’s one of many mobile
commerce advantages for businesses.
 They should have Membership options, exclusive access to products and VIP memberships is
something many online stores offer today. Building a membership program is the single most
effective way to nurture your relationship with the customers and boost their loyalty to your
brand. By becoming a member of your store, a customer can receive special discounts, get access
to promotions earlier than non-members, and benefit from other advantages.
 They should have loyalty programs like in Shoppee. Driving loyalty through a special mobile
commerce app is a smart move. You can also use the app to distribute promotion codes to users –
this will motivate them to download and use the app at your stores. Installing an app on their
phones and using it every time they make a purchase at a store is simple, intuitive, and brings a
considerable reward in the form of special promotions and discounts.
 They should develop their customer service access. You can experiment with different options to
see which ones your customers like most – for example, online chat or messaging service,
telephone, or email support. Customers can easily get in touch with the store in case they have
any questions about products, shipping, payments, or another topic.
 They should add a Barcode scanning since this feature comes in handy if you’re planning to build
an e-commerce mobile app that enhances the experience of customers at your brick-and-mortar
store with various extras. While shopping at a store, customers can scan a barcode to learn more
about the product. That way, they don’t need to find a sales representative or stand in the queue to
ask whether the shop has the product type they want (for example, a specific size), or whether it’s
possible to find that product in other stores.
ZALORA
LINK: ZALORA Philippines: Fashion & Lifestyle Online Shopping
Introduction
Zalora provides an attention-grabbing facility of free return policy in thirty-days along with
speedy delivery within 1 to 3 working days, even free delivery on certain spend. For customer easiness, it
introduces multiple payment methods like PayPal, MasterCard, VISA, CIMB Clicks and Cash on
delivery. At Zalora, shopping is easy and affordable; a team of professional consultants is available 24
hours per day for customer support. According to the company’s report it has experienced “stellar sales
records.” Zalora’s mission is to provide passionate customers a dynamic, ever-evolving and passionate
business environment. Here are some services that Zalora offers:
Features
 Easy login & registration- Streamline the process of logging into your app by simplifying
registration forms, allowing customers to use their email address as the login, letting them log in
via external accounts such as Facebook or Google, or with an individual passcode. Easier access
translates into a higher conversion rate and sales volume.Users don’t have to fill in a lot of data to
start using the app. Such an easy entry point makes a mobile online store much more accessible.
 User-friendly product filtering and sorting- If you offer a wide range of products, you need to
implement functional sorting and filtering options. By reducing the number of steps a customer
needs to take to find the product they need, you’ll increase sales and deliver a positive user
experience – as a result, building a sense of brand loyalty in users. Thanks to this feature, users
can quickly find the products they’re interested in, without having to browse your entire offer.
 Detailed product descriptions- By providing customers with extensive product information,
you’ll reduce the risk of product returns, rash purchasing decisions, and client dissatisfaction.
Customers interested in buying a product can check its details such as type, size, weight, color,
material, and warranty. They have all the information they need available in one place.
 Product gallery- A product page is incomplete without a proper product gallery that includes at
least several pictures of the item. Some customers hesitate to buy online because they can’t assess
the product like in a traditional, brick-and-mortar store. By adding many item pictures that show
the item from different angles and in different contexts, you’ll address this problem efficiently.
Thanks to a gallery, customers get to see a product from many different angles, which brings
them closer to the enjoyable shopping experience in a brick-and-mortar store. You can also offer
3D product visualizations where users can intuitively turn the product around to see it better.
 key e-Commerce mobile app features examples
 Shopping cart- This feature is a must-have in any online store, and mobile shopping apps are no
exception. By adding a shopping cart to your store, you build a positive user experience and
allow customers the flexibility they appreciate while making purchases. Adjusting your mobile
commerce app to the preferences and behaviors of users is critical for its success. A shopping cart
allows customers to realize their purchase in several stages when they find it comfortable. For
example, a user can add a product to the cart, and if they don’t want to proceed to checkout
immediately, return to it easily. That way, adding products to the shopping cart once again isn’t
necessary, saving customers their time.
 key e-Commerce mobile app features examples
 Shipping options- This feature informs the user about the available shipping options (must-have)
and can display how much each of them costs (nice-to-have) or what is the estimated delivery
time for each option (nice-to-have).
 Order summary Many online stores provide users with a short-order summary before taking
them to the payment screen. By providing users with an order summary they can verify before
payment, you eliminate the risk of returns or order mistakes, which take time and money to
resolve, affecting the user experience negatively. The user can check whether their order includes
all the items they wanted to purchase and no more items than they need. They will also see the
total amount to be paid, including the costs of shipping chosen in previous stages.
 Secure and easy in-app payments - By offering the customer a selection of secure payment
methods, you streamline the process of completing the purchase and deliver a great user
experience. Customers can use this feature to pay for their order quickly and securely. Payment
gateways offer many payment options such as online transfer, credit card payment, paying with
mobile wallets like Apple Pay / Google Pay / Amazon Pay / PayPal / Samsung Pay, and more.
 Returns and checking the return status - Online shopping can be tricky, and products
customers receive sometimes depart from what they imagined to be, or one of their features is
wrong (for example, size or color). That’s why developing a smooth returns process is so
important. By offering a clear returns procedure and the option to check the status of returns
easily, you’ll enhance the transparency of your store and become more trustworthy in the eyes of
customers. Users know that returning products will be easy, so it eliminates their fear of a
misguided purchase.
 Checking the shipping status Another nice-to-have feature many online stores provide is the
option to easily check the shipping status of items ordered in the store. Offering this option helps
to boost your transparency and enhances the quality of interaction customers have with your store
after completing the purchase. This feature helps to estimate the arrival date and time of the items
customers purchased in the online store.
 The number of items users are seeing/left on the list- Online stores with a broad product
offering usually display products on lists. It’s a good design practice to indicate how many items
a specific list contains and how far along the customer is when browsing your offer. Delivering a
 great user experience on mobile apps can be challenging because of loading time. You can
mitigate the risk of users abandoning your offer by showing them that there’s something worth
waiting for. This feature enhances the overall user experience and helps customers to quickly
check how much there’s still left to explore in the store’s offer.
 Checking item availability in specific locations- This feature can be especially useful if your
online store operates at a national scale, and your brick-and-mortar stores spread across many
locations. This feature streamlines the purchasing process. Geolocation is a helpful feature for
users that want to check where the nearest store is where they can see the item or to which they
can ship.
 Item availability reminder - In many online stores, users can tick this option to get a notification
when the product they would like to buy becomes available again. This feature enables users to
quickly set a reminder for a product they want to buy and are willing to wait for it.
 Wishlist - Adding items to wishlist is something many online shoppers are used to do while
browsing their favorite online stores. Your app should translate that experience to the mobile
world. Customers can take advantage of this feature to mark the items they like without having to
add them to their shopping cart.
 Flash sales and discounts- Sales and promotions are just as effective in mobile shopping apps as
they are at brick-and-mortar shops. You can easily notify customers about upcoming events if
they wish so. Adding this feature improves the user experience and increases sales at your store
because you’ll be reminding customers to make purchases on a regular basis.Customers can get
notified about attractive sales or discounts as soon as possible.
 Product scores and reviews- The opinions of other users are the driving force of sales today.
They help to build your reliability. That’s why so many online stores allow their users to rate
items and add comments where they share their experience with products. Access to the user
rating and comments is invaluable for users who want to choose the best product on the market.
 Integration with an online store- To streamline the shopping experience, online stores often
allow customers to switch devices and access their products seamlessly. Just like many other
features listed here, this one allows us to proactively address the needs and preferences of
customers, delivering a more pleasant experience, building loyalty, and increasing sales. When
setting up an account on the desktop online store, customers expect to connect that account to the
mobile app. That way, they can start their shopping while using their desktop device and
complete it via a mobile device (or vice versa).
 Image Search- Street style is big. No matter where you are, you’re bound to see individuals
decked out in amazing fashion, looking stylish and simply owning it. Feel style-spired? All it
takes is a quick snap of their outfit, and an easy upload. Leave it to the shopping apps to curate
similar items from their own collection. Kind of like a virtual personal shopper don’t you think?
 Well-Designed Ease In Navigation And Uncluttered User Interface - A messy user-interface
will be the death of any App. Nowadays; online shopping apps have become more and more
personalized. They’re designed in such a way that users are able to find exactly what they want
through a simple user friendly interface and other special features such as those “we recommend”
or “you might like” suggestions based on items you’ve previously viewed. Play around with the
super functional filters and tool bars to help you pick out just what you need without being
bombarded by a barrage of irrelevant products. Cool right?
 Product Meets Our Expectations- Not what you were expecting? There’s nothing more
disappointing than purchasing something only to find out it’s not what you expected. It’s a sad
case of expectation vs. reality and many online shoppers have fallen victim to this. To manage
shopper’s expectations, shopping apps provide very detailed product descriptions, and have gone
the extra mile by creating virtual size guides and virtual fitting rooms to help which allow users to
make informed decisions.
  Speed -We can’t deny our insatiable need for speed. A good app should load quickly and never
crash. Apps should also take up the least amount of storage space necessary to keep it running. If
users keep experiencing crashes and other issues, you can best bet your mobile app will end up
being deleted. A pretty app is nothing without speed to back it up
 Intuitive operation and easy navigation - It is an easy to use and fine laid out online shopping
store. During customers’ first visit to Zalora, they are guided step by step to complete purchase
without being hectic.
 Product range- Zalora hoards big brand names such as Adidas, American Apparel, Ray Ban, Rip
Curl, Nike, River Island, New Look and many more so customers do not have to exhaust
themselves of searching other places for their desired items.
 Membership- For making purchase via Zalora, buyers have to create their personal account by
submitting a simple membership which includes information regarding name, contact number,
gender and email address through which they can receive Zalora’s exclusive offers and updates
about new arrivals and discounts. Customers can get $15 voucher when they subscribe to the
company’s newsletter.

Functionalities
Bringing you insights on global and local trends, we feature your favorite international designers as well
as the most relevant Filipino brands.Zalora constantly update ourselves with the latest fashion trends to
make sure Zalora offers you only the most exciting styles for clothing, shoes, bags, watches, beauty, and
all things fashion.
 Log in and search - The success of a shopping app depends on many factors. One of those
factors is the features of the app. The user is first drawn towards the features of any app that they
download. You need to provide the users with a user-friendly login for letting them have a
seamless experience. If the login is difficult there are chances that the users might drop the idea
to explore the app further and will try some other apps with simpler yet attractive logins. Another
important feature is the search product. The search option on your app is the heart of your app.
You cannot afford to ignore the search feature if you wish to develop a successful online
shopping app like Zalora. You need to make the search feature quick and user-friendly as the
users do not like to keep waiting for any of the search results. The fetching time required by the
search button needs to be made the minimum. You can make your app rank among the best
fashion shopping apps just by focusing on these basics.
 Add to Bag, Checkout, and Shipping - Other important features that should be considered
while developing a shopping app are when the user adds the required items in the bag, he should
get the exact amount displayed on the screen that needs to be paid. After that, the user deals with
the checkout feature which has to be seamless enough to let the user have easy checkouts. In
addition to the checkout, the shipping feature has equal importance. When you think of providing
a user with an amazing shopping experience, you need to understand that the users consider
overall features while rating any app. While they review an app that review is based on the entire
shopping experience. Hence, the user should be provided a smooth shipping feature also.
 Payment Gateway Integration - No shopping app is complete without payment gateway
integration. This is the most important feature for providing users with secure payments and
multiple payment options. Compromising this feature means the failure of your app. Using this
feature ensures that users can make payments easily within the shopping app. When it comes to
online shopping, users demand cashless and convenient transactions and payments. So,
integrating a payment gateway in your app lets your users pay through credit cards or mobile
wallets. You can choose an extremely secured solution from the available ones while integrating
the payment gateway.
 Instant Customer support and Push notifications - The technical system can get disrupted at a
point of time. But, when things go wrong, you need to support your users with instant customer
 support through chats or calls through the app itself. This ensures that your customer doesn’t
have to go anywhere else to solve their queries. This feature is an assurance for your customers
that you care. This can definitely help you make the most of your app. You can add human-like
chatbots which can attend the users from time to time with 24/7 support.

Pros
 Products that are sold here are all authentic brands.
 Intuitive operation and easy navigation - It is an easy to use and fine laid out online shopping
store. During customers’ first visit to Zalora, they are guided step by step to complete purchase
without being hectic.
 Safe and simple shopping - Once the selected items are in personal cart, customers are requested
to choose from safe payment options. Payment can simply be made via invoice, prepayment,
direct debit or credit card. After the completion of an order successfully, customer service team
informs customers the current status for their order. Each order requires an online tracking
number through which buyers can follow their orders till delivery.
 Fast shipping - Shopping at Zalora is often called flash shipping because orders are usually
shipped out the same day of their confirmation.
 Free Delivery - Customers can avail free delivery package when the minimum target size of
bucket RM75 is achieved. Free return within 30 days of purchase is accepted especially in the
case of shoes because they might not fit in.
 Personal and comprehensive service - An extensive range of speedy, personal and professional
services are available to help buyers. Zalora has an engineering team and a technology soul.
Consumers can enjoy customer service hotline or live chat under the heading “footwear and
fashion” to address their queries to experts.
 Product range - Zalora hoards big brand names such as Adidas, American Apparel, Ray Ban,
Rip Curl, Nike, River Island, New Look and many more so customers do not have to exhaust
themselves of searching other places for their desired items.
 Membership - For making purchase via Zalora, buyers have to create their personal account by
submitting a simple membership which includes information regarding name, contact number,
gender and email address through which they can receive Zalora’s exclusive offers and updates
about new arrivals and discounts. Customers can get $15 voucher when they subscribe to the
company’s newsletter.
 Cons
 Lack of structure can be a disadvantage for some candidates.
 Zalora websites only offer almost 200 shoes with the same brand. Thus, consumer will compare
between the products and find the cheaper price to lower down their cost. It will cause the
producton the Zalora less focus. Second, the product on the Zalora less promotion than others.
One of the most different is the shipping fees of the product. Shopee offer customer free shipping
when the requirement is fulfilled.
 Returning items is really a hassle in Zalora, there are many procedures to be followed.
 There are issues in submitting my exchange items request. Not able to click on the options to
exchange.

Suggestion and recommendation

 They should offer an personalized content, personalization is a key marketing trend in retail and
beyond. An e-Commerce mobile app can deliver personalized content in many different ways,
offering users a new way to interact with products and brands. An example of personalized
content can be an article that shows how to choose the best product for a given requirement – for
instance, “How to pick the best dress for your body type”. You build your position as an expert
 and trendsetter. Personalized content offers the information users need to complete the purchase,
get inspired, learn more about a topic, or solve a problem
 They should add a personalized product recommendations & item feed. Customers looking for
other items can take advantage of these informed recommendations to get access to the products
matching their taste and quickly complete their purchase.
 Personalized content help to expand your reach and increase engagement with your brand,
ultimately driving customer loyalty and improving the conversion rate. It’s one of many mobile
commerce advantages for businesses.
 They should have Membership options, exclusive access to products and VIP memberships is
something many online stores offer today. Building a membership program is the single most
effective way to nurture your relationship with the customers and boost their loyalty to your
brand. By becoming a member of your store, a customer can receive special discounts, get access
to promotions earlier than non-members, and benefit from other advantages.
 They should have loyalty programs like in Shoppee. Driving loyalty through a special mobile
commerce app is a smart move. You can also use the app to distribute promotion codes to users –
this will motivate them to download and use the app at your stores. Installing an app on their
phones and using it every time they make a purchase at a store is simple, intuitive, and brings a
considerable reward in the form of special promotions and discounts.
 They should develop their customer service access. You can experiment with different options to
see which ones your customers like most – for example, online chat or messaging service,
telephone, or email support. Customers can easily get in touch with the store in case they have
any questions about products, shipping, payments, or another topic.
 They should add a Barcode scanning since this feature comes in handy if you’re planning to build
an e-commerce mobile app that enhances the experience of customers at your brick-and-mortar
store with various extras. While shopping at a store, customers can scan a barcode to learn more
about the product. That way, they don’t need to find a sales representative or stand in the queue to
ask whether the shop has the product type they want (for example, a specific size), or whether it’s
possible to find that product in other stores.