[vc_row][vc_column][vc_column_text]Helping out my wife launching an e-commerce website, I discovered Prestashop released a new hosted version of his award winning software: PrestaBox. I’m a big fan of Prestashop, it’s in fact a great looking and “out-of-the-box” open source e-commerce solution. It all sounded so promising…

PrestaBox seemed like the perfect solution due to our lack of server-side coding and server administration. We were actually looking forward Prestabox could help us building a better online e-commerce website. On top of that it wasn’t only about our coding skills. As you know, a dedicated server is far from being cheap and we were already spending a fortune every month, so we wanted to make sure we were getting the best value for money.

Unfortunately nothing went as we expected. and I became so disappointed with PrestaBox that I would like to share with you my User Journey. Keep reading …

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User Journey

 

[dt_list style=”2″ dividers=”false”]
[dt_list_item]I sign up to PrestaBox and make the payment.[/dt_list_item]
[dt_list_item]Order placed, I’m informed: “It will take us 10 minutes to set up your subdomain: sample.prestabox.com”[/dt_list_item]
[dt_list_item]I receive an email from PrestaBox: “3 things you should know before using Prestabox”.[/dt_list_item]
[dt_list_item]I wait 10 minutes and receive the “Welcome to PrestaBox” email. I then access the Prestabox backoffice and type a numeric password I’ve been given by Prestabox.[/dt_list_item]
[dt_list_item]The backoffice is ready and I want to change my password. I click on the “My account” section but I can’t change the password as there is not such a “feature”.[/dt_list_item]
[dt_list_item]I’d like to import my products from the old Prestashop account to the new PrestaBox hosted account. I start off by importing the CSV file of products with default import settings. [/dt_list_item]
[dt_list_item]I get 93 errors one for each product. So I import them again but this time I get 50 rewrite warnings.[/dt_list_item]
[dt_list_item]I go to the Support section and send a request for help.[/dt_list_item]
[dt_list_item]I close the browser. I wait until the support team can reply back to my request.[/dt_list_item]
[dt_list_item]I get a reply from the support team two hours later. It says that “They are not the Prestashop Support Team, please contact them on this email: support@prestashop.com”.[/dt_list_item]
[dt_list_item]Now I’d like to cancel the shop, so I go to “My Account” and spot “Cancel Shop” button is not active. I have to send a new request to cancel the account.[/dt_list_item]
[dt_list_item]Two hours later I receive an email: “The cancel my shop button is grey but you can still click on it.”. I go to “My account” and finally click on “Cancel my account”. My account is cancelled.[/dt_list_item]

 

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Feedback

[dt_gap height=”20″ /][/vc_column_text][vc_accordion collapsible=”yes”][vc_accordion_tab title=”Step 1″][vc_column_text css=”.vc_custom_1475070502222{padding-top: 10px !important;padding-bottom: 10px !important;}”]The Pricing structure is unclear to me, I want to know more about this so I go to the “Pricing” section but I cannot find any more details there. The FAQ section doesn’t help me at all either, because it’s not talking about pricing, only about product features.

[dt_gap height=”10″ /][/vc_column_text][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”0″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”0″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][/vc_accordion_tab][vc_accordion_tab title=”Step 2″][vc_column_text]Personally, I do not believe that it’s a good practice to pay and be waiting here for 10 minutes before I can access my account. Why can’t they automatically create the subdomain?[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Step 3″][vc_column_text]I don’t need any help or instructions now because I haven’t got access to the backoffice yet! I have just placed an order and gave my credit card details and I am still waiting for a confirmation by email that says that the payment was successful …[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Step 4″][vc_column_text]I’m not going to remember the password they have sent me, because it doesn’t feels like mine. Let me change it in settings…[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Step 5″][vc_column_text]Why can’t I change my password in the “My account” section? Over and above, why can’t I change my email account by myself? I find it very annoying that I have to open a request ticket to change my account email address.[/vc_column_text][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][/vc_accordion_tab][vc_accordion_tab title=”Step 6″][vc_column_text]As they say in the footer of their site  “Prestabox is a Prestashop Company” so I expect from them that it will be easy to import a CSV file from Prestashop to my new Prestabox account.[/vc_column_text][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][/vc_accordion_tab][vc_accordion_tab title=”Step 7″][vc_column_text]I’m getting error and warning messages in a different language from what I have configured in my account. Why are these errors/warnings showed in French?[/vc_column_text][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][/vc_accordion_tab][vc_accordion_tab title=”Step 8″][vc_column_text]Unfortunately I don’t have the technical knowledge required to import data from my Prestashop account, so I request a support ticket for help.[/vc_column_text][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][/vc_accordion_tab][vc_accordion_tab title=”Step 9″][vc_column_text]I hope that they come back to me with some useful tip or if they can do the importing for me…[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Step 10″][vc_column_text]I don’t understand why they claim to be “a Prestashop company” and yet they redirect me to the Prestashop Support Team. I have paid Prestabox for a service because I thought they have a “Expert Guidance” (see image below).[/vc_column_text][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][/vc_accordion_tab][vc_accordion_tab title=”Step 11″][vc_column_text]I’ve had enough by now and I want to cancel my account and close my shop, but I can’t cancel my account because the “Cancel my shop” button is not active as you can see in the image below:[/vc_column_text][dt_fancy_image type=”image” lightbox=”true” width=”200″ margin_top=”10″ margin_bottom=”0″ margin_left=”0″ margin_right=”0″ align=”center” animation=”none”][/vc_accordion_tab][vc_accordion_tab title=”Step 12″][vc_column_text]I can’t believe it; I didn’t realize that the “cancel my shop” button was clickable. I hope they can improve this in the future and take care of people like me. However for now, I’m done with Prestabox. Good bye…[/vc_column_text][/vc_accordion_tab][/vc_accordion][/vc_column][/vc_row][vc_row][vc_column][dt_gap height=”20″][vc_row_inner][vc_column_inner width=”1/3″][vc_column_text]

Sentiment Analysis

11 out of 12 steps (92%) of my User Journey in Prestabox have been marked as “Negative”

1 out of 12 steps (8%) have been seen as “Positive”.

[dt_gap height=”20″ /][/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_pie value=”8″ label_value=”8″ color_mode=”custom” color=”#7ec429″ units=”%” title=”Positive Feedback”][/vc_column_inner][vc_column_inner width=”1/3″][vc_pie value=”92″ label_value=”92″ color_mode=”custom” color=”#d80000″ units=”%” title=”Negative Feedback”][/vc_column_inner][/vc_row_inner][vc_column_text][dt_gap height=”40″ /]

What would have been the ideal User Journey like for me?

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My Feedback

• Not many details on the Pricing (Step 1)
• 10 minutes waiting for a subdomain creation (Step 2)
• Help email sent before backoffice access was ready (Step 3)
• No payment confirmation by email (Step 4)
• Random password generated (Step 4)
• I can´t change my email account by myself (Step 5)
• I was not able to import my products from Prestashop (Step 7)
• I was given a short and poor response from Support (Step 10)
• Fast support response to my “Cancel my account” ticket (Step 12)

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Ideal User Journey

• Crystal Clear Pricing page (Step 1)
• Instant creation of my subdomain (Step 2)
• Send help emails after payment has been done. (Step 3)
• Payment confirmation sent by email (Step 4)
• Let me choose my own password (Step 4)
• Let me change email account by myself (Step 5)
• Make the import process as easy as “one click” (Step 7)
• More helpful Support response (Step 10)
• Support should ask why I want to leave Prestabox (Step 12)

[/vc_column_text][/vc_column_inner][/vc_row_inner][dt_gap height=”30″][vc_column_text]Having said that, I hope that Prestabox (“A Prestashop company”) can improve their User Journey to make their user’s a little happier. There are so many points to improve that I am sure Prestabox is going to be a great out-of-the-box e-commerce service, however there is still much to be done.[/vc_column_text][dt_gap height=”30″][/vc_column][/vc_row]