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J.C. Penney’s Mobile E-Commerce UX

This is a usability benchmark of the mobile site user experience of J.C. Penney and 49 other sites. The overall performance of J.C. Penney is mediocre. J.C. Penney's mobile design is particularly thwarted by usability issues related to mediocre Editing & Verifying Inputs, mediocre Product Images, and poor Product Page Layout. That said, their mobile design performs great within Filtering & Sorting.

Rank: #19 of 50

Usability Score: 421

URL: jcpenney.com

Reviewed by: Christian Vind

Poor
Acceptable
Good

Overall Mobile UX Performance

146 Guidelines · Score: 421

Navigation & Product Browsing

4 Guidelines · Score: 12.6

“Broken” Performance
Guideline #29: Violated Low · Score: -14.4
Guideline #30: Issue Resolved · Score: 28.8
Guideline #31: Violated Low · Score: -10.8
Guideline #32: Adhered Low · Score: 9.0
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Search

5 Guidelines · Score: -37.8

“Broken” Performance
Guideline #33: Adhered Low · Score: 12.6
Guideline #34: Violated High · Score: -28.8
Guideline #35: Adhered High · Score: 25.2
Guideline #36: Violated High · Score: -25.2
Guideline #37: Violated High · Score: -21.6
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Product List

12 Guidelines · Score: -21.6

“Broken” Performance
Guideline #38: Adhered Low · Score: 14.4
Guideline #39: Violated Low · Score: -12.6
Guideline #40: Neutral · Score: 0.0
Guideline #41: Adhered High · Score: 18.0
Guideline #42: Violated Low · Score: -9.0
Guideline #43: Adhered Low · Score: 10.8
Guideline #44: Violated High · Score: -18.0
Guideline #45: Violated High · Score: -18.0
Guideline #46: Neutral · Score: 0.0
Guideline #47: Not Applicable · Score: 0.0
Guideline #48: Neutral · Score: 0.0
Guideline #49: Violated High · Score: -7.2
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Filtering & Sorting

9 Guidelines · Score: 104.4

“State of the Art” Performance
Guideline #50: Adhered High · Score: 25.2
Guideline #51: Adhered High · Score: 25.2
Guideline #52: Adhered High · Score: 18.0
Guideline #53: Adhered High · Score: 18.0
Guideline #54: Violated High · Score: -18.0
Guideline #55: Adhered High · Score: 18.0
Guideline #56: Violated Low · Score: -7.2
Guideline #57: Adhered High · Score: 14.4
Guideline #58: Adhered High · Score: 10.8
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Cross Navigation & Compatibility

5 Guidelines · Score: -3.6

“Broken” Performance
Guideline #59: Not Applicable · Score: 0.0
Guideline #60: Not Applicable · Score: 0.0
Guideline #61: Not Applicable · Score: 0.0
Guideline #62: Violated High · Score: -14.4
Guideline #63: Adhered High · Score: 10.8
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Product Page Layout

6 Guidelines · Score: 39.6

Guideline #64: Adhered High · Score: 25.2
Guideline #65: Violated High · Score: -21.6
Guideline #66: Adhered Low · Score: 9.0
Guideline #67: Violated Low · Score: -9.0
Guideline #68: Issue Resolved · Score: 18.0
Guideline #69: Adhered High · Score: 18.0
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Product Images

5 Guidelines · Score: 28.8

Guideline #70: Violated Low · Score: -14.4
Guideline #71: Adhered High · Score: 25.2
Guideline #72: Adhered High · Score: 25.2
Guideline #73: Violated High · Score: -14.4
Guideline #74: Adhered High · Score: 7.2
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Product Descriptions & Specs

3 Guidelines · Score: 5.4

“Broken” Performance
Guideline #75: Violated Low · Score: -12.6
Guideline #76: Adhered High · Score: 18.0
Guideline #77: Not Applicable · Score: 0.0
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Cart

2 Guidelines · Score: 14.4

“State of the Art” Performance
Guideline #81: Adhered Low · Score: 9.0
Guideline #82: Adhered Low · Score: 5.4
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Total Cost

6 Guidelines · Score: 52.2

Guideline #83: Adhered High · Score: 28.8
Guideline #84: Adhered Low · Score: 12.6
Guideline #85: Adhered High · Score: 21.6
Guideline #86: Adhered High · Score: 18.0
Guideline #87: Violated High · Score: -18.0
Guideline #88: Violated High · Score: -10.8
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Shipping

3 Guidelines · Score: 36.0

Guideline #89: Adhered High · Score: 25.2
Guideline #90: Adhered Low · Score: 10.8
Guideline #91: Not Applicable · Score: 0.0
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Account

3 Guidelines · Score: -18.0

“Broken” Performance
Guideline #92: Adhered High · Score: 25.2
Guideline #93: Violated High · Score: -25.2
Guideline #94: Violated High · Score: -18.0
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Editing & Verifying Inputs

7 Guidelines · Score: 45.0

Guideline #95: Adhered High · Score: 25.2
Guideline #96: Adhered High · Score: 25.2
Guideline #97: Not Applicable · Score: 0.0
Guideline #98: Not Applicable · Score: 0.0
Guideline #99: Adhered Low · Score: 9.0
Guideline #100: Not Applicable · Score: 0.0
Guideline #101: Violated High · Score: -14.4
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Redundancy & Simplicity

5 Guidelines · Score: 57.6

“State of the Art” Performance
Guideline #102: Adhered High · Score: 21.6
Guideline #103: Adhered High · Score: 18.0
Guideline #104: Adhered High · Score: 18.0
Guideline #105: Adhered High · Score: 7.2
Guideline #106: Violated High · Score: -7.2
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Form Layout

5 Guidelines · Score: 43.2

Guideline #107: Adhered High · Score: 25.2
Guideline #108: Adhered High · Score: 18.0
Guideline #109: Violated High · Score: -14.4
Guideline #110: Adhered High · Score: 7.2
Guideline #111: Adhered High · Score: 7.2
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Input Functionality

5 Guidelines · Score: 39.6

“State of the Art” Performance
Guideline #112: Not Applicable · Score: 0.0
Guideline #113: Adhered High · Score: 10.8
Guideline #114: Adhered High · Score: 18.0
Guideline #115: Issue Resolved · Score: 10.8
Guideline #116: Not Applicable · Score: 0.0
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Field Descriptions

10 Guidelines · Score: 70.2

Guideline #117: Violated Low · Score: -14.4
Guideline #118: Adhered High · Score: 28.8
Guideline #119: Adhered High · Score: 25.2
Guideline #120: Violated High · Score: -21.6
Guideline #121: Adhered High · Score: 21.6
Guideline #122: Adhered High · Score: 18.0
Guideline #123: Neutral · Score: 0.0
Guideline #124: Violated Low · Score: -5.4
Guideline #125: Adhered High · Score: 14.4
Guideline #126: Adhered Low · Score: 3.6
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Touch Keyboards

5 Guidelines · Score: -28.8

“Broken” Performance
Guideline #127: Violated High · Score: -21.6
Guideline #128: Violated High · Score: -21.6
Guideline #129: Adhered High · Score: 14.4
Guideline #130: Adhered High · Score: 7.2
Guideline #131: Violated High · Score: -7.2
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Error Messages

5 Guidelines · Score: -18.0

“Broken” Performance
Guideline #132: Violated High · Score: -28.8
Guideline #133: Violated High · Score: -21.6
Guideline #134: Adhered High · Score: 18.0
Guideline #135: Adhered High · Score: 14.4
Guideline #136: Not Applicable · Score: 0.0
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All 50 sites were benchmarked across the 146 guidelines from the Mobile E-Commerce usability study. During our evaluation, the mobile experience of J.C. Penney adhered to 56 usability guidelines, violated 33, and scored neutral on 4 occasions, while a remaining 53 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 19 when comparing the user experience of their mobile site against that of the 49 other major US e-commerce mobile sites in the benchmark, and ranks 4 in the Mass Merchant industry.

Poor
Acceptable
Good

1. Sears

2. Target

3. Etsy

4. J.C. Penney

5. Kohl's

6. Walmart

7. Macy's

8. Amazon

“Broken” Performance

9. Costco

“Broken” Performance

10. Overstock

“Broken” Performance

11. Rakuten

“Broken” Performance
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