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CVS’s Search UX

This is a usability benchmark of the e-commerce search experience of CVS and 49 other sites. The overall performance of CVS is all but broken.

CVS's search experience is particularly thwarted by usability issues related to broken Autocomplete, Results Logic & Guidance, and Results Filtering & Sorting. That said, their search experience performs well within Search Form & Logic.

Rank: #36 of 50

Usability Score: 27

URL: cvs.com

Reviewer: Christian Holst

Poor
Acceptable
Good

Overall Search UX Performance

60 Guidelines · Score: 27

“Broken” Performance

Query Types

12 Guidelines · Score: -81.8

“Broken” Performance
Guideline #1: Neutral · Score: 0.0
Guideline #2: Violated High · Score: -54.5
Guideline #3: Violated Low · Score: -17.0
Guideline #4: Violated Low · Score: -17.0
Guideline #5: Not Applicable · Score: 0.0
Guideline #6: Not Applicable · Score: 0.0
Guideline #7: Adhered 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: 109.0

Guideline #13: Not Applicable · Score: 0.0
Guideline #14: Adhered High · Score: 40.9
Guideline #15: Violated High · 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: Violated High · Score: -27.3
Guideline #21: Adhered High · Score: 13.6
Guideline #22: Not Applicable · Score: 0.0
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Autocomplete

7 Guidelines · Score: -61.3

“Broken” Performance
Guideline #23: Violated High · Score: -40.9
Guideline #24: Not Applicable · Score: 0.0
Guideline #25: Violated High · Score: -20.4
Guideline #26: Not Applicable · Score: 0.0
Guideline #27: Not Applicable · Score: 0.0
Guideline #28: Not Applicable · Score: 0.0
Guideline #29: Not Applicable · Score: 0.0
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Results Logic & Guidance

8 Guidelines · Score: -47.7

“Broken” Performance
Guideline #30: Violated High · Score: -47.7
Guideline #31: Violated High · Score: -47.7
Guideline #32: Violated High · Score: -40.9
Guideline #33: Not Applicable · Score: 0.0
Guideline #34: Adhered High · Score: 20.4
Guideline #35: Issue Resolved · 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: 105.6

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

15 Guidelines · Score: 3.4

“Broken” Performance
Guideline #46: Violated High · Score: -54.5
Guideline #47: Adhered Low · Score: 27.3
Guideline #48: Violated High · Score: -47.7
Guideline #49: Issue Resolved · 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: Not Applicable · Score: 0.0
Guideline #57: Adhered High · Score: 40.9
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 CVS adhered to 21 usability guidelines, violated 21, and scored neutral on 2 occasions, while a remaining 16 guidelines weren’t applicable.

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

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Industry Comparison: Health & Beauty

Overall CVS ranks 36 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 Health & Beauty industry.

Poor
Acceptable
Good

3. CVS

“Broken” Performance

4. Sephora

“Broken” Performance

1 More UX Case Study of CVS

We have also evaluated the usability of CVS in this other study:

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