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REI’s Search UX

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

Rank: #31 of 50

Usability Score: 105

URL: REI.com

Reviewed by: Christian Holst

Poor
Acceptable
Good

Query Types

12 Guidelines · Score: -129.5

“Broken” Performance
Guideline #1: Violated Low · Score: -27.3
Guideline #2: Adhered High · Score: 54.5
Guideline #3: Violated High · Score: -34.1
Guideline #4: Violated High · Score: -34.1
Guideline #5: Not Applicable · Score: 0.0
Guideline #6: Not Applicable · Score: 0.0
Guideline #7: Violated High · Score: -47.7
Guideline #8: Violated High · Score: -34.1
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: -47.7

“Broken” Performance
Guideline #13: Not Applicable · Score: 0.0
Guideline #14: Violated High · Score: -40.9
Guideline #15: Violated High · Score: -34.1
Guideline #16: Neutral · Score: 0.0
Guideline #17: Issue Resolved · Score: 34.1
Guideline #18: Not Applicable · Score: 0.0
Guideline #19: Violated 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: 177.2

“State of the Art” Performance
Guideline #23: Adhered High · Score: 40.9
Guideline #24: Adhered 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: Adhered High · Score: 34.1
Guideline #29: Adhered High · Score: 27.3
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Results Logic & Guidance

8 Guidelines · Score: 81.8

Guideline #30: Adhered Low · Score: 23.9
Guideline #31: Adhered High · Score: 47.7
Guideline #32: Violated High · Score: -40.9
Guideline #33: Not Applicable · Score: 0.0
Guideline #34: Neutral · Score: 0.0
Guideline #35: Adhered Low · Score: 17.0
Guideline #36: Issue Resolved · Score: 34.1
Guideline #37: Not Applicable · Score: 0.0
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Results Layout

8 Guidelines · Score: -170.4

“Broken” Performance
Guideline #38: Violated High · Score: -34.1
Guideline #39: Violated High · Score: -54.5
Guideline #40: Neutral · Score: 0.0
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: Neutral · Score: 0.0
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Results Filtering & Sorting

15 Guidelines · Score: 194.2

Guideline #46: Adhered High · Score: 54.5
Guideline #47: Violated Low · Score: -27.3
Guideline #48: Adhered High · Score: 47.7
Guideline #49: Adhered High · Score: 47.7
Guideline #50: Violated Low · Score: -23.9
Guideline #51: Violated High · Score: -34.1
Guideline #52: Not Applicable · Score: 0.0
Guideline #53: Adhered High · Score: 34.1
Guideline #54: Violated High · Score: -34.1
Guideline #55: Adhered High · Score: 34.1
Guideline #56: Violated High · Score: -27.3
Guideline #57: Adhered High · Score: 40.9
Guideline #58: Adhered High · Score: 34.1
Guideline #59: Adhered 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 REI adhered to 23 usability guidelines, violated 21, and scored neutral on 5 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: Sports, Toys & Hobbies

Overall REI ranks 31 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 3 in the Sports, Toys & Hobbies industry.

Poor
Acceptable
Good

3. REI

“Broken” Performance
“Broken” Performance
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