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J.C. Penney’s Search UX

This is a usability benchmark of the e-commerce search experience of J.C. Penney and 49 other sites. The overall performance of J.C. Penney is poor. Some of J.C. Penney's biggest on-site search usability issues are due to broken Results Filtering & Sorting, broken Results Layout, and poor Query Types. That said, their search experience performs great within Results Logic & Guidance.

Rank: #20 of 50

Usability Score: 248

URL: jcpenney.com

Reviewed by: Christian Holst

Poor
Acceptable
Good

Query Types

12 Guidelines · Score: 17.0

Guideline #1: Neutral · Score: 0.0
Guideline #2: Violated Low · Score: -27.3
Guideline #3: Neutral · Score: 0.0
Guideline #4: Adhered High · Score: 34.1
Guideline #5: Not Applicable · Score: 0.0
Guideline #6: Violated High · Score: -47.7
Guideline #7: Adhered High · Score: 47.7
Guideline #8: Adhered Low · Score: 17.0
Guideline #9: Violated High · Score: -34.1
Guideline #10: Not Applicable · Score: 0.0
Guideline #11: Adhered High · Score: 27.3
Guideline #12: Not Applicable · Score: 0.0
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Search Form & Logic

10 Guidelines · Score: 136.3

“State of the Art” Performance
Guideline #13: Not Applicable · Score: 0.0
Guideline #14: Violated High · Score: -40.9
Guideline #15: Issue Resolved · Score: 34.1
Guideline #16: Adhered High · Score: 47.7
Guideline #17: Issue Resolved · Score: 34.1
Guideline #18: Not Applicable · Score: 0.0
Guideline #19: Adhered High · Score: 34.1
Guideline #20: Adhered High · Score: 27.3
Guideline #21: Not Applicable · Score: 0.0
Guideline #22: Not Applicable · Score: 0.0
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Autocomplete

7 Guidelines · Score: 68.1

Guideline #23: Adhered High · Score: 40.9
Guideline #24: Violated Low · Score: -20.4
Guideline #25: Violated High · Score: -20.4
Guideline #26: Issue Resolved · Score: 34.1
Guideline #27: Adhered High · Score: 40.9
Guideline #28: Violated High · Score: -34.1
Guideline #29: Adhered High · Score: 27.3
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Results Logic & Guidance

8 Guidelines · Score: 146.5

“State of the Art” Performance
Guideline #30: Adhered Low · Score: 23.9
Guideline #31: Adhered Low · Score: 23.9
Guideline #32: Adhered Low · Score: 20.4
Guideline #33: Not Applicable · Score: 0.0
Guideline #34: Adhered Low · Score: 10.2
Guideline #35: Adhered High · Score: 34.1
Guideline #36: Issue Resolved · Score: 34.1
Guideline #37: Not Applicable · Score: 0.0
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Results Layout

8 Guidelines · Score: -109.0

“Broken” Performance
Guideline #38: Violated High · Score: -34.1
Guideline #39: Violated High · Score: -54.5
Guideline #40: Adhered Low · Score: 27.3
Guideline #41: Violated High · Score: -47.7
Guideline #42: Violated Low · Score: -17.0
Guideline #43: Violated Low · Score: -17.0
Guideline #44: Neutral · Score: 0.0
Guideline #45: Adhered High · Score: 34.1
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Results Filtering & Sorting

15 Guidelines · Score: -10.2

“Broken” Performance
Guideline #46: Adhered High · Score: 54.5
Guideline #47: Violated Low · Score: -27.3
Guideline #48: Violated Low · Score: -23.9
Guideline #49: Not Applicable · Score: 0.0
Guideline #50: Violated High · Score: -47.7
Guideline #51: Violated High · Score: -34.1
Guideline #52: Not Applicable · Score: 0.0
Guideline #53: Adhered High · Score: 34.1
Guideline #54: Adhered High · Score: 34.1
Guideline #55: Adhered High · Score: 34.1
Guideline #56: Violated High · Score: -27.3
Guideline #57: Violated Low · Score: -20.4
Guideline #58: Adhered High · Score: 34.1
Guideline #59: Violated High · Score: -34.1
Guideline #60: Issue Resolved · Score: 13.6
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All 50 sites were benchmarked across the 60 guidelines from the E-Commerce Search usability study. During our evaluation, the search engine and interface of J.C. Penney adhered to 27 usability guidelines, violated 19, and scored neutral on 3 occasions, while a remaining 11 guidelines weren’t applicable.

See methodology to read up on the evaluation criteria and scoring algorithm.

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Industry Comparison: Mass Merchant

Overall J.C. Penney ranks 20 when comparing their on-site e-commerce search UX against the search experience on the 49 other major US e-commerce sites in the benchmark, and ranks 6 in the Mass Merchant industry.

Poor
Acceptable
Good

1. Amazon

“State of the Art” Performance

2. Walmart

“State of the Art” Performance

3. Sears

5. Etsy

6. J.C. Penney

7. Macy's

8. Target

9. Rakuten

10. Costco

“Broken” Performance

11. Kohl's

“Broken” Performance
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