When navigating to the page about building a deck, he noticed that there were several different options to choose from.
When trying to find how to get service for an A/C unit, it was pretty easy to find. It was at the top of the page next to the all categories button. When you go to the services page, you enter your zip code and it gives you a description on how to get access to service.
To apply for a credit card you scroll down and there is an "Apply Now" button. It was pretty simple to fill out once you click on it, all you have to do is enter basic information.
To create an account, you have two options, either personal or a pro account. This was also really simple and easy to find and create. The only thing with this was it only had an icon and it had the word "me" and a person icon. So, for someone not really familiar this might be a little confusing.
To get help with purchasing something or finding a particular product, you would either use the "services" page or the "Live Chat" option. Nothing really tells you who exactly you would call to talk to someone.
As he was scrolling through he noticed changes to the site. A lot of categories to choose from. He navigated successfully to the page about decking. Noticed the breadcrumbs were not on some pages and would have liked to see those throughout the site. Saw the title "Building Materials" and thought it could be a little more clear on what exactly was included in that.
Navigated to the install and services for HVAC page. First things to notice were you see "Get a free quote", as he was scrolling down he saw that there was a phone number, FAQs, and reviews further down the page.
When he was navigating to the credit card offer page, he clicked on the "ME" icon on the navigation bar and when he clicked on the link for credit cards, it asks you to sign in or create an account. He then navigated back to the home page and scrolled down and saw a announcement for apply for a credit card. When he clicked on that, there was an "Apply Now" button and it showed three different offers. He would like to have seen a little more improvement on the credit card page, and is not a huge fan of popups.
As he was navigating to how to create an account, he first when to the "ME" navigation icon and clicked on "Sign In" or "Register". This is where your already created account would be located. He noticed another button for the same thing, "Register", so he clicked on that and it took him to a page to create an account. He noticed that there was only a "Back" button and no breadcrumbs to get back to the home page. There was a simple form with your email, phone number and password to fill out for the account creation.
He was navigating to how to get help with a product, and was looking for the "Live Chat" feature and at first did not notice it. Found it on the side of the page and agreed that it was in a good location. He actually does not prefer to use that feature, he would rather call or email them.
As she was navigating to the decking category, she followed the path to shop all, by department, and then chose decking. She thought that the layers were a bit buried and took her a minute to find without using the search box.
She was navigating to the HVAC units and asked if she was looking for a particular one, and I just said any will do. As she was scrolling through the list, she found a a few. As she was scrolling through the list, she saw that some said "installation available" or "pickup/delivery". The page shifts up when you scroll down, and she did not prefer that. She used the search box to find A/C install, and when you navigate there it says "Get a Free Quote" and to enter your zip code. She noticed that there was a "how it works" section and thought that it could be moved closer to the top with how to apply for financing. There was a "Request an Appointment" and she thought that could have a like that actually did request an appointment. Some of the key features that are important should be moved to the top.
When she was trying to find how to apply for a credit card, she scrolled to the bottom to check the links. She noticed it said "credit offers" and felt that could be renamed to something different. That link takes you to apply for the credit card where it then shows you four different credit card offers. The consumer credit card does not list that an annual fee or lack thereof, and she stated that would turn her away from even applying. She felt that if there is an annual fee, then it should be listed. She noticed that they made a callout for "unauthorized purchases" and thought that was a good thing to have mentioned.
When she was trying to find how to create an account, she saw the "ME" navigation tab. She saw that the Sign In/Register could have been renamed to Sign In/Create Account. After you click "Register" it then asks you what type of account you would like to create. There is a simple form and she noticed that there was a checkbox that said "verify my mobile number via text message or phone call". She was confused on this and did not understand what it was trying to convey. When she was trying to go back to the main home page, she saw that it said "Back" and felt that it could have been the normal home button and thought that particular page was neglected.
While trying to find how you would get help with a product or feature, she kept trying to look for a chat option. She saw "need help" and a phone number. Noticed that there was indeed a chat option on the side of the page near the top. She felt that there was a lot of information crammed on the homepage. When she was testing out the chat feature, she noticed that the automated person kept sending messages back to back and did not give her a chance to respond. She felt that they could have done one message with all the information versus multiple messages in a row. She felt that was a bit excessive. When she was closing the chat, it asked her if she really wanted to close and then it popped her back in.
For finding the returns page, she used the search box to search "return" and it brought her to the return policy page. It states that you have 90 days to return an item either online or in a store. It also states what they would need if you do not have your receipt. She felt that some of this key information could be moved to the top of the page as it is important enough for users to see right away.