User Experience and E-Commerce
http://infocentre.frontend.com/infocentre/articles/userexperienceandecommerce.html

Frontend Infocentre
2001

Abstract:

Slowly but surely the importance of 'user experience' to any e-commerce initiative is being understood. It is becoming apparent that simply ensuring that the goods are in the shop and the customers can find the door is not enough in the ultra-competitive online environment. 'User experience' is the difference between one-time visitors and satisfied repeat customers. It is also the area in which e-businesses can learn most from their offline equivalents. 'User experience' certainly includes elements of usability, but it goes beyond this to encompass the entire customer interaction process. But focusing on the online experience, there are certain key recommendations for organisations seeking to improve user experience.