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Audit: Georgetown Cupcake with Nia Roberts

… and here are my notes:

03:07 Don’t hide or delete complaints on social
05:37 Just have one account per platform - not per location
06:17 Route all comments to a single email address
06:36 Route all complaints to a form on the website (off social)
07:56 Apologize and offer steps to resolve
08:22 Ideally have a team available 24/7
09:06 Establish a way to move complaints off social
10:08 When complaints come through on social you run the risk of them going viral
13:23 Navigation is overwhelming
13:41 Carousels are great for the company, not for the visitor
14:10 CTA could be bigger & more prominent
15:10 Does the visitor want to choose delivery vs shipping?
16:57 Just have two big buttons :)
17:45 Remove distractions during checkout
20:49 Possible to use location service to select a store?
22:40 Could we pick the cupcakes first and do the boring stuff afterward?
24:09 So many prepackaged assortments, maybe overwhelming?
24:34 … including some that are not available (?)
25:17 Offer suggestions for sizes, e.g. 3/6/12?
26:18 Ask to choose random assortment OR pick your own
27:21 Possible to show the cupcakes without having to click each one?
29:29 Decorations options are a lot, do most visitors need this functionality?
33:03 Unclear where the special message will appear
33:41 Returning to “Build Order” after add to cart is a bit confusing
34:11 Need primary CTA (Checkout) after add to cart
37:38 Confirmation email is kind of impersonal
38:09 Confirmation email doesn’t have the pickup address!
38:59 Quick recap