User experience company UserZoom has been appointed by RS Components, a supplier of electronics components and repair kit, to undertake user experience research on its customers’ purchasing experience. The project will include developing the companys mobile services. RS has a mobile site at http://uk.rs-online.com/mobile, from where customers can reserve and buy goods.

According to RS Online customer experience manager, Alan Mears: “You can search our full 500,000 products, place orders and even reserve for collection at one of our 16 trade counters. Our mobile strategy has begun to develop this year and we are looking to shape it further.”  

Arthur Moan, country manager UK & Ireland at UserZoom says: “What we do is help brands zoom in and manage their users online and mobile experience. Its about empowering our clients with a platform of research tools to obtain statistically significant, insightful and actionable results quickly and cost effectively, ensuring they can improve performance and increase ROI. We are delighted RS Components selected UserZoom as their partner of choice as they truly understand the importance of managing the user experience globally.”

RS says that its website also serves as a research tool for IT engineers looking to troubleshoot problems, and this could lead to a greater than average abandonment figures. 

“We see abandonment through registration and checkout, as well as a large number of people leaving the site from the product page,” says Mears. “This may not be an issue as they may have completed their mission, but we need to understand this and are planning some voice of customer work to understand this behaviour.”