Hybris is a reliable technology stack with key components that give you great potential for growth and flexibility. There’s a but, though – as Hybris does involve committing to a relatively long learning curve. While some of your dev team may be feeling the pain of being ‘disillusioned learners’ before they become fully proficient, you can’t afford to pass that pain on to your customers. If the figures are telling you things aren’t as they should be, don’t ignore it. Here are eight tell-tale signs your Hybris platform is underperforming...
1. Slow page load times
The page load time is slow? You have a problem. Most shoppers want to browse before they buy, using search and filter functions to narrow the choice down. A slow page load time not only causes frustration but may lead visitors to simply shop elsewhere, and will have a negative impact on SEO. We’d suggest that anything over one second should be considered as a sub-optimal page load time.
2. The UX is bad
Be honest and ask yourself whether any of the following apply to your site: non-intuitive design, poor site and catalogue navigation, lack of help/support. Most web purchases are the result of multiple visits to a website, so you need to make the UX pleasing enough to keep potential customers coming back for more. If you’ve added services but the customer experience is still poor, it’s time to make changes. According to Econsultancy, poor UX accounts for a massive 88% of users being less likely to return to your site. On the other hand, a better UX design can boost conversion rates by up to 400%.
3. Navigation is confusing
Don’t assume that your customers are all loyal, repeat visitors who are familiar with your site – many will be first-timers, so following design conventions is important. Of course, this is true for all websites, but especially so for eCommerce sites, where you don’t want to make it a challenge to find the cart or navigation links. Use multi-tiered navigation so that customers can reach a sub-category quickly, and breadcrumbs to help the shopper keep track of their progress.
When your team works on a site day in, day out, it’s very easy to become blind to navigation that may in fact be non-intuitive – so get some outside input if you’re too close to the project. If a poor UX design or confusing nav are causing problems, you may want to take a look at our Health Check service as a starting point to put things right.
4. High abandonment rate
The typical cart abandonment rate is around 70% according to aggregated statistics. While lots of people abandon their carts because they’re simply not ready to buy, some of the issues that contribute – such as a checkout process that is too long or complex and website errors/crashes – can be resolved. So if your abandonment rate is above 70%, the chances are that you need to take a second look at checkout usability.
5. Your teams are still working in silos
The point of an omnichannel platform is to get everything – and everyone – working together. You need to share expertise to get the most out of Hybris, which means getting your Marketing, IT and Digital teams talking. One of the challenges of implementing the platform is creating an omnichannel culture to match, as this blog on SAP’s content hub points out.
6. Your site crashes when you run a promotion
Well, yes, this is a worst-case scenario – but it happens. And when it does, you can bet it’s down to not being prepared. If you’ve got any concerns on that front, read our blog What happens to Hybris at peak periods? Hybris is a system that is designed to handle high volumes of traffic, so the onus is on you to make sure that you’ve got it correctly configured.
7. Security issues keep surfacing
Be honest – do any of the following apply?
- Passwords are contained in configuration files and default usernames and passwords are in use
- Rogue and unpatched software can be found on your Hybris infrastructure
- Unused and deprecated extensions, such as CMS cockpit, still need to be resolved.
8. You just can’t put your finger on it…
Not knowing why your site is underperforming is a sign in itself that some fine-tuning is required. Without conducting a full performance review, as outlined by Syed Naveed, you’re doing little more than guessing at the issue. While this may not be the quick fix you’d like, working your way through the following diagnostic steps will help you find an answer:
- Requirement gathering workshop
- Code review
- Monitor runtime behaviour
- Non-functional testing of eCommerce platform
- Console log analysis
- Memory analysis
- Cache analysis
- Thread analysis
- DBC analysis
In today’s hyper-competitive environment, the technology is there to attract new customers, enhance wallet share and create scalable and sustainable competitive advantage. Hybris has all the components to make it happen, so if your platform isn’t yet delivering, then it’s time to take action.